For Dummies - Delivery Excellence for Software Services by Suresh Venna Keep it Simple

1. Suresh Venna

2. » Defines the delivery standards for each service
offering
» Define what is a success and a failure
» Measure and Track the success rate
» Provide guidance on how to increase the overall
success rate

3. Continuous Improvement  
Excellency will be measured on the
• Schedule

4. Sample Components to be tracked varies for each
service offering for a pre-defined frequency
Type
Metrics
Staffing
# requirements
# submission rate
# feedback
# closure rate
# head count
# customer sat
# profit margin
# customers (new)
# vendors (new)
Services & Solutions
Sales
# RFPs received
# RFPs submitted
# projects won
# Reasons for the win or loss
Execution
# cost (actual vs. budgeted)
# schedule (actual vs. planned)
# quality
# customer sat

5. Data Consists of
˃ To address People, services & solutions, and products
+ Standards (acceptable behavior)
+ Policies (list of rules)
+ Processes (start to finish)
+ Procedure (directions)
+ Metrics (values)
+ Measurements (equipment used)
+ Feedback (for comparison)

6. Thank you for your attention.