PAGE 1 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Better Business
Performance for
Profession...
PAGE 2 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Two Fundamental Operational Pillars
Two Fu...
PAGE 3 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Aligning Services to Client Expectations
D...
PAGE 4 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Project Management Best Practice
Best Prac...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Dealing with Complexity
Multiple Projects,...
PAGE 6 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
The Best and the Rest
On Time
The top pres...
PAGE 7 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Enhancing Project Planning and Service
Del...
PAGE 8 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Synchronise Service Delivery and Customer
...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Preparing for Change
Create a High Perform...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Resolve Issues
Enable Agile Responses
 P...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Manage Customer Expectations
Deliver Bett...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Stay Connected
Collaborate to Drive Up Qu...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
A Flexible Agile Solution
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Summary – The Fundamental Truth
Project C...
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COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Useful Resources
INCLUDES: Supporting
whi...
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Take a Free 15 Day
Trial Today
• Easy to ...
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Questions and
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How to increase client satisfaction and increase profitability through enhanced service delivery

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The guiding principles of tight project management are the same for any size of company, from the small and medium enterprise, up to the larger corporate. These principles depend on frameworks that can support better business performance for every type of service delivery. Any professional services organisation – whether it’s legal services, IT consultancy, change management, creative services, energy consultancy – whatever sector you work in, has two fundamental pillars to its operation…


The first pillar is the core skill that you take to market – the talents and expertise your fee-earners bring, to add value for your clients. That’s your main competence; the experience you offer and the way you do things that offer insights to your clients and the way they do things. Your competitive advantage if you like.

The other pillar of the operation is the entire support structure you wrap around the delivery of these core services. This is the engine that powers the machine. It’s where billing is taken care of, costs are taken into account, schedules updated, timelines enforced, resources managed and allocated. This is the engine room where everything has to be firing on all cylinders at all times to make sure your business makes a profit…make sure it doesn’t miss costs in the billing process…make sure that everything that can be put in place to support fee earners, is put in place. It’s also where project control ensures tight management of resources and people and gives you the ability to see everything at a glance – project status, who is where doing what. This overview is critical in managing change.

This is where every little detail counts and the ability to cope with change every time it impacts your company’s actions is absolutely central to increasing client satisfaction and increasing your own profitability.

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How to increase client satisfaction and increase profitability through enhanced service delivery

  1. 1. PAGE 1 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Better Business Performance for Professional Services Organisations How to increase client satisfaction and increase profitability through enhanced service delivery
  2. 2. PAGE 2 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Two Fundamental Operational Pillars Two Fundamental Pillars
  3. 3. PAGE 3 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Aligning Services to Client Expectations Deliver the Best. Better. Control Change Real Time Visibility Micro View Macro View Reduce Complexity Increase Margins Effectively manage change across an: • Organisation • Department • Function • Role
  4. 4. PAGE 4 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Project Management Best Practice Best Practice = Hyper-efficiency Service excellence through total control Contingency planning to ensure delivery continuity Manage costs and drive profitability
  5. 5. PAGE 5 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Dealing with Complexity Multiple Projects, Multiple Problems • Delight in the unexpected • Accommodate scope change • Embed your value • Assume change is a constant • Beware of the ‘domino’ effect
  6. 6. PAGE 6 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS The Best and the Rest On Time The top pressure [faced by project managers] is customers frequently changing their minds mid project (41%). Professional services project managers can end up wasting time and, most importantly, scarce resources to meet vacillating customer demands. Aberdeen Group – Project Management in Professional Services 77%= Industry average 89% On Budget 86%= Industry average 94%
  7. 7. PAGE 7 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Enhancing Project Planning and Service Delivery The Role of Technology • Professional Services Automation (PSA) improves: – Visibility – Insight – Control – Accuracy • A cost-effective project management system saves money, improves efficiency and increases profitability • Software supports your core skills Visibility Insight Control Accuracy
  8. 8. PAGE 8 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Synchronise Service Delivery and Customer Demand Creating a Framework for Hyper- efficient Project Management • Prepare for change, with improved project scoping and planning • Spot potential issues with comprehensive visibility of every detail • Assess the impact of change and manage customer expectations • Keep your team connected
  9. 9. PAGE 9 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Preparing for Change Create a High Performance Organisation  Flexibility – easily re-allocate and redeploy resources  Agility – drive swift responses and fast problem resolution  Visibility – provide complete visibility into all aspects of service delivery – at all levels  Unity – collaborate effectively – see the complete project landscape  Transparency – keep everyone involved
  10. 10. PAGE 10 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Resolve Issues Enable Agile Responses  Pro-activity – ensure that issues never become problems  Transparency – the essential ingredient of control  Acceleration – help your clients faster  Energy – success drives further achievement
  11. 11. PAGE 11 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Manage Customer Expectations Deliver Better Than Promised  Coordinate – make sure you exceed expectations  Synergy – cross-fertilize solutions already proven to work  Insight – harness experience as needed  Progress – make every project goal a high-profile landmark
  12. 12. PAGE 12 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Stay Connected Collaborate to Drive Up Quality Levels  Share – create knowledge repositories to build cumulative expertise  Feedback – harness lessons learned, for continuous improvement  Learn – a controlled process ensures value of insights is maximized  Improve – constantly aim for the next level of excellence
  13. 13. PAGE 13 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS A Flexible Agile Solution
  14. 14. PAGE 14 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Summary – The Fundamental Truth Project Control ensures efficient Project Management and a Competitive Advantage  Agility – change will never rock your world  Control – tackle issues as they arise, not as they grow  Reassurance – manage expectations and you can manage anything  Collaboration – keep your organisation connected.
  15. 15. PAGE 15 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Useful Resources INCLUDES: Supporting whitepapers, Webinars, PSO Insight blog and FREE trial of KeyedIn Projects Visit: www.keyedinpso.com
  16. 16. PAGE 16 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Take a Free 15 Day Trial Today • Easy to adopt, easy to use • Intuitive • Minimise IT cost and deployment effort • Delivery is backed by impressive Service Level Agreements • Interfaces with ERP, CRM or financial/accounting software
  17. 17. PAGE 17 • PSO MASTER CLASS SERIES COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS Questions and Answers Thank You Email: ondemand@keyedin.com Web: www.keyedin.com/keyedinprojects Twitter: @keyedinprojects

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