Business Relationship Management

1. “Business Performance Management” Business Relationship Management Powered by ASIL, Inc. ASIL, Inc. Proprietary Information

2. Effective relationships = Good Business ASIL, Inc. Proprietary Information

3. The Goal is to enable the 3C’s of a Successful Relationship Communication Commitment Collaboration Communication: A process by which information is exchanged between individuals; a technique for expressing ideas effectively Commitment: An agreement or pledge to do something in the future; the state or an instance of being obligated or emotionally impelled Collaboration: To work jointly with others or together especially in an intellectual endeavor Focusing on the 3C’s will create effective relationships. ASIL, Inc. Proprietary Information

4. Team Development Lifecycle STORMING FORMING NORMING PERFORMING Team Development model by Bruce Tuckman ASIL, Inc. Proprietary Information

5. Tuckman’s Team Development Model STORMING FORMING • Leader – Conflict resolution and Focus Role • Leader involvement remains high • Roles are tested and in some cases pushed • Team begins to test decision making ability • Trust begins to develop in sub-teams • How to achieve goals is challenged • Leader – Thought and Process Expert • Leader involvement is very high • Roles defined but untested and uncertain • Focus is inward on ability to influence/contribute • Trust begins in “testing the waters” phase • Goals are designed but buy-in is low PERFORMING NORMING • Leader – Facilitation Role • Less dependence on Leader for guidance • Roles are solidified • Team begins to create win-win outcomes • Trust begins to develop • Goals move from individual to shared • Leader – Overview Role • Team manages/solves day to day • Team goes outside role and does what it takes • Personal relationships deepen • Trusts turns into Loyalty • Goals move to joint commitments ASIL, Inc. Proprietary Information

6. Lessons from Tuckman’s model • Every team proceeds through these four stages • Teams may proceed backwards as membership or other • changes occur. • Assess impact of enrolling or changing members. • The time teams will remain in these stages can be influenced • by leadership, communication and collaboration styles. • Know yourself and know your team. • Communicate, communicate, communicate ASIL, Inc. Proprietary Information

7. Enterprise Customers Providers Where does Tuckman’s team development model apply? ASIL-Inc. Anywhere there’s a relationship established between two or more individuals regardless of whether that relationship is between Employees, Employees and Providers or Employees and Customers. ASIL, Inc. Proprietary Information

8. The Business Relationship Lifecycle Create (Forming) (Optimize (Performing) Develop (Storming) Strengthen (Norming) Tuckman’s model and business relationships ASIL, Inc. Proprietary Information

9. The Business Relationship Context Defining Vision Mission Strategies Goals Measures Implement or Perform Corrective Action Resolution Performing Measuring Reporting Score Carding ASIL, Inc. Proprietary Information

10. Creating Business Relationships Create (Forming) Develop (Storming) Optimize (Performing) • Focus is on assessment and understanding of • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Communication Styles • Credibility by actions and results Strengthen (Norming) The outcome is understanding and awareness. ASIL, Inc. Proprietary Information

11. Developing Business Relationships Create (Forming) Develop (Storming) Develop (Storming) Optimize (Performing) • Focus is on creating and developing alignment of • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Communication and Operating Styles • Focus is on creating and developing alignment of • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Communication and Operating Styles Strengthen (Norming) The outcome is credibility, respect, teamwork, common ground and alignment. ASIL, Inc. Proprietary Information

12. Strengthening Business Relationships Create (Forming) Develop (Storming) Optimize (Performing) • Focus is on shared accountability and responsibility of: • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Problem solving • Communicating for results • Investing for success • Focus is on shared accountability and responsibility of: • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Problem solving • Communicating for results • Investing for success Strengthen (Norming) Develop (Storming) The outcome is trust, shared accountability and partnership. ASIL, Inc. Proprietary Information

13. Optimizing Business Relationships Create (Forming) Develop (Storming) Optimize (Performing) Optimize (Performing) • Focus is on an integration of: • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Problem prevention and mitigation capabilities • Common Technology and Communication • infrastructures • Predictable actions that further the relationship’s • interests • Focus is on an integration of: • Vision and Strategies • Values • Goals • Core competencies, skills and capabilities • Problem prevention and mitigation capabilities • Common Technology and Communication • infrastructures • Predictable actions that further the relationship’s • interests Strengthen (Norming) The outcome is predictable and sustainable actions and results in integrity with the best interests of the relationship and the companies involved. ASIL, Inc. Proprietary Information

14. In Summary Obtaining Communication, Commitment and Collaboration: • Understand who you are and what you are committed to. • Know where you are, where you want to be and what is the next step. • Be willing to align structures to enable success. • Continually assess accomplishments and gaps. • Take action. • Leverage – Leverage - Leverage • Communicate – Communicate - Communicate ASIL, Inc. Proprietary Information

15. Contact Information ASIL, Inc. 2901 Tasman Drive, Suite 117 Santa Clara, CA 95054 (408) 980-9904 Warren White wwhite@asil-inc.com Pete Pazmany ppazmany@asil-inc.com Visit our web site: www.asil-inc.com ASIL, Inc. Proprietary Information