Dans un cadre contractuel forfaitaire, la gestion du changement peut rapidement devenir une source de crispation. Pourtant, il est possible de mettre en place des pratiques de fonctionnement qui garantissent la possibilité d’intégrer le changement tout au long d’un projet, tout en conservant son équilibre économique. Ces pratiques de gestion du changement sont par la même occasion un moyen de sécuriser le résultat du projet et de consolider la relation avec le client.
LE CHANGEMENT : SOURCE DE CRISPATION DANS UN CADRE FORFAITAIRE
Dans un cadre contractuel forfaitaire, la définition du service à produire, et l’engagement de résultat associé, est défini, plus ou moins précisément, en amont de la prestation et formalisé dans l’offre de service contractualisée. Pour le prestataire, cet engagement correspond à aux moyens prévus, et donc au montant facturé. Pour le client, cela correspond davantage à un objectif à atteindre, décliné à travers sa vision des choses avant le projet.
La réussite des projets implique cependant de pouvoir tenir compte des besoins de changement qui interviennent en cours de route, soit en lien avec les imperfections de la phase de cadrage, soit en lien avec les évolutions de la vision du client, du contexte et les enseignements acquis en cours de projet. Être capable de tenir compte de ces évolutions est un facteur clé de succès d’un projet, et donc de la satisfaction du client.
On peut donc très rapidement arriver à un décalage entre ce qui est prévu au contrat, inclus dans le forfait et dans la prévision des moyens à engager, et ce qu’il est nécessaire ou utile de faire dans le cadre du projet. La gestion du changement devient ainsi un enjeu d’équilibre économique pour le prestataire.
Quand on arrive à la conclusion que le cadre contractuel n’est plus aligné sur les besoins du projet, la première marge d’ajustement est souvent de l’ordre de l’effort commercial, avec le risque de réduire rapidement la rentabilité de la prestation, puis de mettre en péril son équilibre économique. C’est à ce moment que la relation peut se tendre avec le client.
Il est donc nécessaire de mettre en place des modalités de gestion du changement permettant de maintenir un équilibre gagnant-gagnant avec le client.
PLUSIEURS APPROCHES POSSIBLES POUR GÉRER LE CHANGEMENT
Il y a plusieurs manières envisageables pour gérer le changement :
1/ LA LOGIQUE D’AVENANT, UNE SOLUTION LIMITÉE
La logique d’avenant consiste à incrémenter le cadre contractuel pour prendre en compte les changements. Cette approche est lourde, puisqu’il faut recontractualiser formellement les évolutions de la prestation au fur et à mesure, et on peut vite arriver à devoir réaliser des successions d’avenants pour suivre l’évolution du périmètre.
Elle n’est, par ailleurs, pas bien adaptée pour gérer les évolutions de périmètre dans les deux sens : il s’agit en effet davantage de prendre en compte les augmentations du périmètre, et donc les extensions de moyens nécessaires, que de refocaliser le périmètre du projet. C’est ainsi une approche délicate du point de vue commercial, puisqu’elle implique une augmentation du budget qui peut s’avérer assez rapidement problématique pour le client, et dans tous les cas contrariante, en donnant l’impression au client qu’il est pris en étau.
Au final, la logique d’avenant a toutes les chances d’altérer la relation établie avec le client dans le temps.
2/ LA LOGIQUE DE TRADE IN / TRADE OUT : UNE SOLUTION ÉQUILIBRÉE
La logique de Tade In / Trade out consiste à permettre d’intégrer de nouvelles demandes du client, à la condition de réduire le périmètre initialement prévu par ailleurs, de manière à faire en sorte que le volume de la prestation reste stable dans l’ensemble. En corollaire, cette logique permet de retirer du périmètre des éléments qui ne s’avèrent plus prioritaires ou plus pertinents, et de dégager ainsi de la capacité à faire des choses non prévues au départ.
Cette approche permet une gestion équitable du changement, dans les deux sens, en donnant le maximum de latitude au client pour faire évoluer la prestation au plus proches de ses besoins, et au prestataire pour suivre les besoins du client au plus proche, sans se poser de questions sur la préservation de l’équilibre économique de la prestation.
Pour mettre en place une logique de TI/TO, il est cependant nécessaire de rassembler des prérequis avant le démarrage de la prestation.
3 PREREQUIS POUR LA LOGIQUE TI/TO
A/ UN CADRAGE EFFICACE
Avant de démarrer le projet, il est indispensable de bien évaluer l’enveloppe budgétaire nécessaire pour atteindre l’objectif du client, en intégrant de la marge de manœuvre, déclarée comme tel. Un des avantages de cette approche est de permettre un ajustement des moyens au cours du projet et de consommer, ou non, cette réserve opérationnelle si nécessaire, et sans en avoir précisément défini les contours au préalable.
Bien entendu, un budget sous-évalué peut entraîner la nécessité d’augmenter la capacité à faire prévue pour atteindre l’objectif : on repasse alors dans une logique d’avenant, mais uniquement après avoir épuisé les possibilités de réajustement du périmètre à budget constant.
B/ METTRE EN PLACE UN CADRE CONTRACTUEL ADAPTE
Les principes de fonctionnement doivent être clairement définis dans le contrat de prestation, de manière à éviter toute ambiguïté par la suite. Aussi important : il est nécessaire de présenter, d’expliciter et de valider clairement le mode de fonctionnement avec le client au préalable, y compris dans les phases d’avant-vente.
La mise en place d’une logique TI/TO a posteriori est plus délicate, quoique possible avec un discours adapté, et nécessite que des éléments de mesure aient préalablement été mis en place.
Il faut cependant bien garder en tête que cette manière de gérer le changement représente clairement un atout commercial : proposer au client la possibilité de faire évoluer la prestation au fil de ses besoins, dans une logique de lean startup, tout en restant dans une approche achats forfaitaire, est une vraie valeur ajoutée.
C/ ASSURER LA TRANSPARENCE ET LA MESURE DE LA PRESTATION
Fonctionner dans une logique de transparence et de mesure est indispensable pour concrétiser et objectiver l’équilibre des échanges. La transparence permet notamment d’établir et de maintenir un rapport de confiance, dans lequel les difficultés et les risques sont abordés, et assumés, conjointement avec le client
Le principe de mesure est un prérequis au principe d’échange entrant / sortant, puisqu’il permet d’établir des valeurs comparables entre différentes parties de la prestation.
3 FACTEURS CLE DE SUCCES POUR LA LOGIQUE TI/TO
1/ FORMALISER L’OFFRE DE SERVICE ET FAIRE UN SUIVI RÉGULIER
Formaliser l’offre de service, c’est-à-dire expliciter et tracer ce qui est prévu pour répondre au besoin exprimé, et suivre l’avancement tout du long de la prestation, permet de concrétiser et de granulariser la matière à faire rentrer dans la logique d’échange. Le principe revient à établir une sorte de « to do list », dans une logique de backlog. Il est donc nécessaire de descendre à un niveau de détail suffisamment fin pour permettre une mesure fine du travail à réaliser.
L’intérêt d’avoir une granularité fine réside également dans le fait de pouvoir dégager plus facilement de la marge de manœuvre, en mettant en évidence des items qui pourront être dépriorisés au profit de nouveaux items à meilleure valeur ajoutée, et de lever davantage d’ambigüité sur le travail à réaliser.
La formalisation a également un avantage du point de vue du pilotage, en offrant un support naturel au suivi. Il est alors très facile, en s’appuyant sur ce « backlog », de réaliser le suivi d’avancement de la prestation item par item (a faire, démarré, terminé…) et de représenter le changement (nouveaux items, items supprimés…).
La question du backlog et des bonnes pratiques associées est abordée plus en détail dans l’article suivant : lien
2/ MESURER SIMPLEMENT
Etablir une mesure simple de l’effort de réalisation des différents items de backlog est indispensable pour faciliter la logique de transaction. Sinon, il peut s’avérer très complexe, voire impossible, de comparer des items entre eux ou de trouver des moyens de compensation équitables. L’unité de mesure sélectionnée doit être aussi synthétique que possible, et adaptée au contexte : points de complexité, Unités d’œuvre, JH…
Les mesures établies au départ de la prestation servent également à faciliter l’évaluation des items ajoutés en cours de route, en donnant une base de comparaison claire et partagée.
Cette mesure a également l’intérêt de permettre un pilotage affiné (mesure plus précise du reste à faire, par exemple), et en phase d’avant-vente, puisqu’elle permet de faire plus facilement le lien entre le volume de la prestation et son prix, à condition d’avoir établi au préalable les abaques adaptés.
3/ MAINTENIR L’ÉQUILIBRE
Il est indispensable de maintenir un fonctionnement équitable du mécanisme d’échange tout au long du projet. Selon l’organisation et la taille du projet, il peut être utile de positionner un arbitre entre le client et l’équipe, qui assurera, avec un point de vue plus objectif, le maintien de l’équilibre « gagnant – gagnant ». Son rôle sera alors d’aider à qualifier, durant le projet, ce qui est de l’ordre du changement ou de l’ajustement, en étant capable de lâcher du lest de temps en temps pour limiter la pression sur l’équipe ou sur le client, et de rappeler les règles du jeu lorsque nécessaire, en toute bienveillance pour les parties.
Son rôle sera également d’accompagner le client dans la gestion de son changement, en lui apportant du conseil sur la priorisation et la temporisation éventuelle des items, de manière à obtenir la meilleure valeur ajoutée de la prestation.
CONCLUSION
La logique TI/TO permet d’apporter une très bonne réponse au besoin de changement et à la nécessité de maintien d’équilibre économique des prestations. La transparence, nécessaire à sa mise en œuvre, et l’équité du mécanisme permettent de maintenir des relations détendues pendant le projet, et de focaliser les efforts vers la réussite du projet.
Cette approche efficace et apaisée de la gestion du changement permet d’établir un rapport de confiance solide qui, couplé à la valeur ajoutée de l’accompagnement du client dans sa déclinaison opérationnelle au quotidien, contribue à positionner le prestataire en partenaire durable du client
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