Original Date: 05/08/1995
Revision Date: 01/18/2007
Information : New Business Acquisition Process
McDonnell Douglas Aerospace (MDA)-St. Louis combined best practices from MDC, benchmarked against many leading companies, and secured the services of an outside consultant to develop a carefully considered and structured approach toward acquiring new business. Figure 3-7 illustrates these essential steps in the process, the most important of which is never omitting a step. MDA-St. Louis’ structured approach has led to significant improvement in securing competitive contracts.
MDA-St. Louis determined during the development of this process that many of the steps involved in acquiring new business were similar or identical to the steps in the process of assuring customer satisfaction with existing customers. These six subprocesses include to: identify customers, and develop and deploy a contact plan; improve customer relations; understand customer requirements and expectations; capture and respond to customer inputs; measure, improve, and report customer satisfaction; and improve the customer satisfaction process.
To ensure continuous improvement of these processes, MDA-St. Louis has established a customer satisfaction quality improvement core team and subteams for eight customer areas.
Both areas of business development are now under the same corporate representative, and personnel work and train in a mutually beneficial effort. Although this organizational structure is new, MDA-St. Louis speculates that each process will enhance the other.
Figure 3-7. Steps in the New Business Acquisition
For more information see the
Point of Contact for this survey.