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Phase 1 |
Phase 2 |
Phase 3 |
Phase 4 |
Phase 5 |
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Vision and Strategy |
Initial strategy is to support product sales and provide reference cust. while providing workarounds to complete immature prod. |
PS has become a profit center but is subordinate to product sales. Strategy is to drive customer adoption and references profitably. |
PS is an important revenue and margin source but channel conflict still exists. Services differentiate products. |
Service leads products. PS is a vital part of the company. Solution selling is a way of life. PS is included in all strategy decisions. |
PS is critical to the company. Service strategy is clear. Complimentary goals and measurements in place for all functions. |
|
Finance and Operations |
The PSO has been created but is not yet profitable. Rudimentary time and expense capture. |
5 to 20% margin. PS becoming a profit center but still immature finance and operations processes |
20 to 30% margin. PS is a complete P&L. Standard methods for resource mgmt., time & expense mgmt. and billing. |
PS generates > 20% of overall company revenue and contributes > 30% margin. Well developed finance and operations processes and controls. |
> 40% margin. Continuous improvement and enhancement. High profit. Global with disciplined process controls and optimization. |
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Human Capital Alignment |
Hire as needed. Generalist skills. Chameleons, Jack of All Trades. Individual heroics. |
Begin forecasting workload. Start developing job and skill descriptions and compensation plans |
Resource mgmt., skill mgmt, career mgmt, employee satisfaction surveys. Training plans. Attrition <20% |
Business process and vertical skills in addition to technical and project skills. Career ladder. Training investment. Low attrition. |
Continually staff and train to meet future needs. Highly skilled, motivated workforce. Outsource commodity skills or peaks. |
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Service Execution |
No scheduling. Reactive. Ad hoc. Heroic. |
Skeleton methodology in place. Initiating project mgmt. and technical skills. |
Collaborative portal, begin looking at Earned Value Analysis. Project dashboard and quality measure. |
Integrated project and resource management. Using portfolio management. |
Integrated solutions drive performance. Continual checks and balances to assure superior utilization and bill rates. |
|
Client Relationship |
Opportunistic. No defined solution sets. Focus on new customers and references. |
Start to use marketing to drive leads. Multiple sales models. Start measuring customer satisfaction. |
Marketing, inside sales, solution sales with defined solution sets. Deal, pricing and contract reviews. |
Business process and vertical solutions in addition to horizontal applications. Centers of excellence. Top client and partner programs. |
Executive relationships. Thought leadership. Brand building and awareness. High customer satisfaction. Integrated sales and marketing. High quality references. |
Source: Adexta and SPI Research, January 2008