Commercialsales

What this skill does

# CommercialSales - Customer & Contract Management

## When to Activate This Skill
- "Process this RFQ"
- "Review contract terms for [customer]"
- "What are the customer requirements?"
- "Handle customer complaint from [customer]"
- "What's our customer satisfaction status?"
- "Manage CSRs for [customer]"
- "Process customer order"
- "Customer communication template"

## Workflow Routing

| Workflow | Trigger | File |
|----------|---------|------|
| **RfqProcess** | "RFQ", "enquiry", "new quote request" | `Workflows/RfqProcess.md` |
| **ContractReview** | "contract review", "terms review" | `Workflows/ContractReview.md` |
| **CustomerRequirements** | "customer requirements", "CSR" | `Workflows/CustomerRequirements.md` |
| **ComplaintEscalation** | "customer complaint", "escalate issue" | `Workflows/ComplaintEscalation.md` |

---

## IATF 16949 Compliance Overview

This skill addresses key IATF 16949 clauses for commercial operations:

| IATF Clause | Requirement | Coverage |
|-------------|-------------|----------|
| 8.2.1.1 | Customer Communication (supplemental) | Communication protocols |
| 8.2.2.1 | Determination of Requirements (supplemental) | Requirements capture |
| 8.2.3.1.1 | Review of Requirements (supplemental) | Contract review |
| 8.2.3.1.2 | Customer-Designated Special Characteristics | SC identification |
| 8.2.3.1.3 | Organization Manufacturing Feasibility | Feasibility assessment |
| 8.7.1.6 | Customer Notification | Nonconformance notification |
| 9.1.2.1 | Customer Satisfaction (supplemental) | Satisfaction monitoring |
| 10.2.5 | Warranty Management | Warranty analysis |
| 10.2.6 | Customer Complaints & Field Failure | Complaint handling |

**Reference:** `~/projects/work/docs/compliance/IATF16949_Compliance_Plan.md`

---

## RFQ Processing

### Enquiry Receipt and Registration

**Sources of Enquiries:**
- Email (direct customer contact)
- Customer portals (Covisint, SupplyOn, etc.)
- Phone enquiries (documented immediately)
- RFI (Request for Information) - preliminary

**Registration Requirements:**
| Field | Description | Example |
|-------|-------------|---------|
| Enquiry ID | Unique identifier | ENQ-2026-0042 |
| Customer | Customer name | Jaguar Land Rover |
| Part Description | Brief description | Suspension link bracket |
| Drawing Number | If provided | JLR-12345-A |
| Quantity | Annual volume | 5,000 pcs/year |
| Target Price | Customer target (if stated) | £15.00/part |
| Target SOP | Required start date | Q3 2027 |
| Response Due | Quote deadline | 15-Feb-2026 |

### Multi-Functional Review

Before quoting, involve all relevant functions:

| Function | Review Focus | Sign-off |
|----------|--------------|----------|
| Manufacturing Engineering | Technical feasibility, process capability | ☐ |
| Production | Capacity, equipment availability | ☐ |
| Quality | Quality requirements, special characteristics | ☐ |
| Supply Chain | Material availability, lead times | ☐ |
| Commercial | Pricing, terms, margin | ☐ |

### Feasibility Assessment

**IATF 8.2.3.1.3 Requirement:** Manufacturing feasibility must be assessed before commitment.

**Feasibility Responses:**
| Response | Meaning | Action |
|----------|---------|--------|
| Feasible | Can meet all requirements | Proceed to quote |
| Conditionally Feasible | Can meet with noted exceptions | Document exceptions, customer agreement required |
| Not Feasible | Cannot meet requirements | Decline or propose alternatives |

**Feasibility Checklist:**
- [ ] Dimensional capability (tolerances within equipment capability)
- [ ] Material availability (standard stock or special order)
- [ ] Capacity availability (equipment time, headcount)
- [ ] Tooling requirements (standard or special)
- [ ] Surface finish requirements (achievable with process)
- [ ] Special processes (heat treat, plating - supplier capability)
- [ ] Quality requirements (Cpk targets achievable)
- [ ] Timing requirements (lead time realistic)

### Quotation Preparation

**Quote Components:**
1. **Material Cost** - Weight × £/kg × waste factor (1.3-1.5)
2. **Labor Cost** - Cycle time × hourly rate × quantity
3. **Setup Cost** - Setup time × rate ÷ batch quantity
4. **Overhead** - Applied per company formula
5. **Margin** - Typically 25-40% depending on risk
6. **Tooling** - If customer-funded, separate line item

**For detailed costing, use:** `load QuoteEstimator skill`

**Quote Validity:** Standard 30 days unless otherwise stated

---

## Contract Review (IATF 8.2.3)

### Contract Review Checklist

**IATF 8.2.3.1.1 requires review of:**

| Category | Review Items | Reviewer |
|----------|--------------|----------|
| **Technical** | Drawings current, tolerances achievable, GD&T understood | Engineering |
| **Quality** | Cpk targets, special characteristics, PPAP level | Quality |
| **Capacity** | Volume achievable, equipment available, lead time OK | Production |
| **Timing** | SOP date realistic, PPAP timeline achievable | PMO |
| **Commercial** | Price acceptable, payment terms, liability | Commercial |
| **Packaging** | Pack spec available, customer-specific requirements | Logistics |
| **Regulatory** | REACH, RoHS, IMDS requirements | Quality |

### Terms and Conditions Review

**Standard Terms to Verify:**

| Term | MNMUK Position | Risk if Unfavorable |
|------|----------------|---------------------|
| Payment terms | Net 30-60 preferred | Cash flow impact |
| Liability cap | Limited to order value | Unlimited exposure |
| Warranty period | 12-24 months | Extended liability |
| Tooling ownership | Customer-owned if funded | Asset retention |
| IP/Confidentiality | Reasonable scope | Business restriction |
| Termination | Reasonable notice | Stranded inventory |
| Price adjustments | Annual review clause | Material cost exposure |
| Quality chargebacks | Capped, root cause based | Unreasonable deductions |

### Special Characteristics Agreement

**IATF 8.2.3.1.2 Requirement:** Customer-designated special characteristics must be agreed.

**Special Characteristic Types:**
| Symbol | Type | Definition | Control Requirement |
|--------|------|------------|---------------------|
| CC | Critical | Safety/regulatory impact | Cpk ≥1.67, 100% or SPC |
| SC | Significant | Fit/function impact | Cpk ≥1.33, SPC recommended |
| S | Safety | Safety-related | Enhanced controls |

**Agreement Process:**
1. Identify all CC/SC from customer drawing
2. Confirm capability to meet enhanced requirements
3. Document in Control Plan and PFMEA
4. Obtain customer sign-off on classification

### Contract Award Acceptance

**Decision Authority:**
| Contract Value | Approval Authority |
|----------------|-------------------|
| <£10,000 annual | Commercial Manager |
| £10,000 - £50,000 | AGM |
| >£50,000 | General Manager |

---

## Customer Requirements Management

### Sources of Customer Requirements

| Source | Content | Where Documented |
|--------|---------|------------------|
| Engineering Drawings | Dimensions, tolerances, GD&T | Drawing register |
| Specifications | Material, performance, test | Spec register |
| Purchase Orders | Quantity, delivery, price | ERP system |
| Quality Agreements | Quality expectations, targets | QA file |
| CSR Documents | Customer-specific requirements | CSR register |
| Industry Standards | ISO, ASTM, SAE requirements | Referenced in specs |

### Customer-Specific Requirements (CSRs)

**Common CSR Categories:**

| Category | Examples |
|----------|----------|
| APQP/Timing | Phase gate requirements, milestone dates |
| PPAP | Submission level, additional elements |
| Quality Targets | PPM targets, Cpk requirements |
| Labeling | Label format, barcode requirements |
| Packaging | Specific containers, dunnage, quantities |
| Shipping | Carrier requirements, ASN, routing |
| Systems | EDI, portal, supplier scorecards |
| Traceability | Lot traceability, serialization |
| Documentation | Retention periods, format requirements |

### CSR Register

Maintain a register of all customer-specific requirem