The main goal of this project is to study, document, and optimize the end-to-end business processes involved in managing annual maintenance contracts for service-based companies. AMCs are long-term service agreements that ensure customers receive timely support and maintenance for their purchased products or systems. However, many organizations struggle with fragmented workflows, lack of standardization, poor renewal tracking, and limited visibility into contract performance. This project addresses these challenges by enabling MBA students to design strategic process frameworks and workflow models that streamline AMC administration, improve compliance, boost customer satisfaction, and enhance profitability. At the end of the project, students are expected to present a comprehensive report and strategy roadmap that outlines operational improvements, contract lifecycle KPIs, and managerial controls necessary to scale AMC operations sustainably.
To successfully complete this project, students will carry out a series of analytical and managerial tasks. These include performing stakeholder interviews and surveys to understand current AMC challenges; benchmarking industry best practices for contract lifecycle management; conducting SWOT and GAP analysis on existing service delivery models; and mapping the complete lifecycle of a typical AMC from initiation and negotiation to renewal and closure. Students will develop key performance indicators (KPIs) to monitor AMC effectiveness and build business process flowcharts to visualize current and proposed systems. Additional tasks include drafting policy recommendations for contract renewal alerts, performance review cycles, and client relationship strategies. Students may also create mock dashboards for contract tracking and performance reporting, but no software or coding implementation is required. The final deliverables will consist of a strategic report, presentation, and a management action plan designed to be adopted by service companies.
