The document discusses using the Capability Maturity Model (CMM) as a roadmap to achieve professional services excellence. It outlines five service performance pillars - vision and strategy, finance and operations, human capital, alignment, and service execution. It also describes five maturity levels from initiated to optimized. The document analyzes current challenges in areas like strategy, performance, processes, customer satisfaction, and skills. It recommends developing teams to address the pillars, integrating processes and systems, creating a center of excellence, and beginning with pillars like human resources and client relationships that offer the greatest benefits.

1. Professional Services (PS) Excellence Using CMM Maturity Model Anand Subramaniam

2. Vision A Roadmap to Achieving Professional Services (PS) Excellence Use Capability Maturity Model (CMM) to achieve Level 5 (Optimised)

3. Objective Improving operational efficiencies in PS Using Professional Service Automation as an enabler Enhance a company’s ability to up-sell and cross-sell while driving down the overall cost of sales. Use the CMM roadmap to compare and improve PS to industry benchmarks.

4. Scope Use this road map for organisation like yours that, do not have the time or financial resources to begin this process. To understand As-Is processes and move towards To-Be process in a methodical manner.

5. Focus To accelerate growth, market leadership and profitability. To provide innovative strategies and superior execution to achieve dominant positions in your core markets. Rapid and pragmatic problem-solving with real-world experience. To combine strategy development, market-focused planning and change management to achieve superior business results. To maximize the value of your PS, not only in tangible but also intangible value of customer retention, loyalty and knowledge transfer.

6. Your Current Challenges in PS No Strategy Lack of Alignment with Corporate, Sales or Partner strategy Lack of innovation to develop new growth strategies (Blue Ocean)

7. Your Current Challenges in PS Underperformance Revenue and margin below expectations and benchmarks Poor forecasting accuracy and predictability

8. Your Current Challenges in PS No Service Value Proposition Inability to leverage services to drive product and service sales Unclear “Go to Market” strategy and poor or no service packaging

9. Your Current Challenges in PS Immature Process Limited reuse of intellectual property, methods and tools Lack of project methodology and discipline, no project repeatability

10. Your Current Challenges in PS Poor Customer Satisfaction Failed projects Difficulty securing references and testimonials

11. Your Current Challenges in PS Skill Imbalance Not enough or too many people, sub-par utilization and high attrition Inability to recruit/retain/ramp or quickly and easily staff projects

12. Five Service Performance Pillars Vision and Strategy Finance and Operations Human Capital Alignment Service Execution Client Relationships

13. Five Maturity Model Levels Level 1 – Initiated Level 2 – Piloted Level 3 – Deployed Level 4 – Institutionalised Level 5 – Optimised

14. Eg. Map Pillars & Levels Thought leadership Centers of excellence. Deal, pricing and contract reviews Multiple sales models Focus on new customers Client Relationship High utilization and bill rates. Integrated PM & resource mngt Collaborative portal No methodology in place. No scheduling. reactive, ad hoc. Service Execution Highly skilled, workforce Career ladder Attrition <20%. Begin forecasting workload. Jack of All Trades. Human Capital Alignment 25 % margin. 15 % margin. 10 % margin. 5 % margin. No time and expense capture Finance and Operations Goals and measurements in place PS is a vital part of the company Channel conflict still exists. PS has become a profit center PS has become a cost center Vision and Strategy Level 5 Optimized Level 4 Institutionalise Level 3 Deployed Level 2 Piloted Level 1 Initiated Level Pillars

15. Recommendation Develop Teams to Address Performance Pillars Integrate Process, Systems & People Create Centre of Excellence for knowledge sharing and lessons learnt Begin with Pillars that Offer the Greatest Benefit (concentrate on the Human Resource and Client relationship pillars )