Purpose

Conduct structured first calls that surface client needs, validate feasibility, and prepare for accurate scoping in alignment with ISO requirements about understanding customer expectations and ensuring effective communication.

Scope

Applies to all Discovery Calls with qualified leads. Responsible parties: CEO or Project Director (call lead), Admin (scheduling and record keeping).

Inputs

• Qualified lead record from ERPNext
• Any documents provided by the client
• Discovery Call Template

Outputs

• Discovery Call Summary stored in ERPNext
• Go / No-Go decision for Scope Mapping and Proposal Preparation

Procedure Steps

1. Prepare internally by reviewing the lead information, project context, and any documents shared before the call.
2. Begin the call by introducing roles, confirming duration, and clarifying the purpose and structure of the conversation.
3. Ask structured questions to understand the client’s situation: project stage, problems to solve, expected outcomes, constraints, prior experiences with consultants, and decision-making structure.
4. Clarify requirements by identifying priority outcomes such as cost control, schedule confidence, risk reduction, or design quality.
5. Provide a concise explanation of how Chenla’s PM/CM/QS/Design Advisory services relate to their case without entering proposal-level detail.
6. Conduct a feasibility check for red flags such as unrealistic timelines, unclear authority, or budget mismatch. If red flags surface, request documents or follow-up details before advancing.
7. Close the call by summarizing what was understood, outlining the internal process (Scope Mapping → Proposal), and confirming proposal delivery timelines.

Quality Checks

• Discovery Summary must follow the standard template.
• Key requirement fields (timeline, location, budget, objective) must be completed.
• No proposal should be initiated without a documented Discovery Summary.

Records

• ERPNext Discovery Call Summary
• Optional: Call recording stored internally for reference (not shared externally)

Notes / Exceptions

• If client requirements remain unclear or shift during the conversation, the call outcome should be recorded as 'Needs Clarification' before proceeding.
• Commercial negotiations beyond basic service explanation must be deferred to the proposal stage.