Purpose

Conduct structured first conversations with prospective clients that surface project context, validate feasibility, and prepare for accurate scoping. Aligned with ISO requirements on understanding customer expectations and ensuring effective communication.

Scope

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

Inputs

• Qualified inquiry record from Canopy
• Any documents provided by the client
• Project Discovery Template

Outputs

• Discovery Summary stored in Canopy
• Go / No-Go decision for Scope & Engagement Definition

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 conversation by summarising what was understood, outlining the next step (Scope & Engagement Definition → Engagement 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

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

Notes / Exceptions

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