Services Processes & Operations

PSVillage 2014 Professional Services Industry Benchmark Report


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Services Processes & Operations Terry Jansen 0

Abstract

2014 PSVillage Professional Services Industry Benchmark Report

 

This report presents the high-level results from the 2013-2014 PSVillage Professional Services Industry Benchmark survey. The survey, completed by some 240 Professional Services Executives with P&L and staff responsibility in software/hardware companies or technology consulting firms, was designed to enable technology professional services organizations to measure their performance against their peers and to identify areas for improvement in human capital, finance, and operations management.

The primary intent of the survey was to capture for the first time a set of professional services human capital metrics that go beyond the typical salary surveys. Nineteen (19) roles across the professional services organization (in management, delivery, sales, and operations) were surveyed, capturing the following for each role: number of resources in the role, target billable utilization, average base salary, target bonus as a percent of base salary, billable rate per hour, years of professional services experience in the role, and average percent travel.  A rich set of financial metrics was also included in the benchmark, as well as key questions relating to pricing and investments in operations management.

With nearly 150 data points in the study—plus the ability to filter the data in numerous ways using various options for five different filters, not all the possible results will be presented.  You can view the actual benchmark results online here  and apply the filters that are relevant to you.  This report represents just a small subset of the actual results.  To purchase access to the online results, click here. In addition, qualified Premium members will receive complimentary 1-year access by completing the survey. Learn more.

Report: Metrics that Matter - A Study of Real-World KPIs as Tracked by Leading PSOs


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Services Processes & Operations Terry Jansen 0

Abstract

Metrics that Matter: A Study of Real-World KPIs as Tracked by Leading PSOs
 
Much is written about KPIs in professional services and consulting organizations, and the impact these metrics will have on operational effectiveness.While independent consultants and research groups identify a plethora of KPIs, services leaders find many to be esoteric. Meanwhile, small and mid-sized organizations find the universe of metrics to be overwhelming and costly to track.

In a recent survey, we asked services leaders what real-world metrics their PSO is tracking, and we analyzed that data to determine what differences exist between different types of PSOs, such as product and non-product based organizations.

In this report, we present the survey results while attempting to analyze the drivers behind them. The goal is to give PS leaders a realistic perspective of the metrics that are most likely to impact them.

Metrics that Matter: A Study of Real-World KPIs as Tracked by Leading PSOs

 
Table of Contents
 
About
Section 1: Introduction
Section 2: How to Use this Report
Section 3: Survey Demographics
Section 4: Survey Results
Section 5: Size Matters
Section 6: Quantitative Results
Section 7: Growing Pains
Section 8: Technology Adoption
Resources

PS Atlanta Executive Breakfast Discussion Recording


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Services Processes & Operations admin 0

Abstract

In this recording, you can listen to a small group of Atlanta PS colleagues engaging in a discussion about managing supply with demand. This is a unique opportunity to hear how other PS executives deal with the challenges of managing supply with demand in their PS organization.

The following are just some of the subtopics discussed and debated with some of Atlanta’s leading professional services executives:

  •     Improving forecasts
  •     Tracking talent availability
  •     Managing demand that exceeds supply
  •     Managing supply that exceeds demand

2012 PSVillage Professional Services Industry Benchmark Report


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Services Processes & Operations admin 0

Abstract

This report presents the high-level results from the 2012 PSVillage Professional Services Industry Benchmark survey. The survey itself was designed to enable technology professional services organizations to measure their performance against their peers and to identify areas for improvement in human capital, finance, and operations management. During the second half of 2011, nearly 150 professional services executives from software/hardware companies or technology consulting firms completed our 147-question survey.

The primary intent of the survey was to capture for the first time a set of professional services human capital metrics that go beyond the typical salary surveys. Nineteen (19) roles across the professional services organization (in management, delivery, sales, and operations) were surveyed, capturing the following for each role:  number of resources in the role, target billable utilization, average base salary, target bonus as a percent of base salary, billable rate per hour, years of professional services experience in the role, and average percent travel.  A rich set of financial metrics was also included in the benchmark, as well as key questions relating to pricing and investments in operations management.

With nearly 150 data points in the study—plus the ability to filter the data in numerous ways using various options for five different filters, not all the possible results will be presented.  You can view the actual benchmark results online here  and apply the filters that are relevant to you.  This report represents just a small subset of the actual results.  To purchase access to the online results, click here.  In addition, qualified Premium members will receive complimentary 1-year access by completing the survey. Learn more.

10 Key Steps to Differentiate Your Service Business


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Services Processes & Operations jay 0

Abstract

This document is insightful and thought provoking.  It does a great job of helping you think through the important differentiators of your Business.  Often we think our businesses are differentiated, but the marketplace doesn't recognize it.

Why? 

Because everyone makes the same claims - we deliver quality services; we have the best delivery teams; we know our clients' businesses.  With so much competition it takes more than these attributes to achieve differentiation. 

What is unique about your company? 

What does the marketplace know and remember about you? 

This article will help you think through your approach and execute on it.

PS Best Practices in the Cloud


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Services Processes & Operations abegun 0

Abstract

Discusses PS Best Practices in Cloud / SaaS product companies.   Based on survey and includes survey data.  

While at first glance Services in the Cloud / SaaS software arena seem similar to those in legacy companies and appear to be a natural extension of the old 'do it faster, cheaper, better' mantra, there are different nuances and subtleties that can be critical to success.

IDC Cloud Presentation for Spring 2010 Bay Area Breakfast


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Services Processes & Operations PSV Library 0

Abstract

 Is it Cloudy Days for Professional Services?

Michael Fauscette
Group Vice President, Software Business Solutions
IDC
Michael Fauscette leads IDC’s Software Business Solutions Group which includes research and consulting in enterprise software applications including ERP, SCM, CRM, and PLM Applications, software partner and alliance ecosystems, open source software, software vendor business models, SaaS and “cloud computing” and software pricing and licensing. He also provides thought leadership in the area of social applications and the transition to the social-enabled enterprise. With extensive executive experience with software vendors ranging from large enterprise companies to small Silicon Valley start ups, Mr. Fauscette brings a unique perspective by relating research data and trends to the overall strategic focus and go to market strategy of application software companies. Having spent an extensive amount of time working with software end users throughout his career, Mr. Fauscette has a business process oriented and end user focused approach to software research and analysis. He conducts market research, analysis and consulting on emerging markets and technologies like social business, enterprise 2.0, go to market strategies, end user requirements, application implementation, vendor business models, partner strategy and end user experience.
Prior to joining IDC Mr. Fauscette held senior consulting and services roles with seven software vendors including Autodesk, Inc., PeopleSoft, Inc. and MRO, Inc. His software experience spans the entire enterprise life-cycle process and covers all facets of the Global software business. An ex-US Naval Officer, he began his technology career as a Surface Line Engineering Officer. Mr. Fauscette is a published author, blogger and accomplished public speaker on software, social media and software services strategies.
Mr. Fauscette graduated with special honors from Jacksonville State University with a BA in Sociology and History; and with honors from Widener University with a MS in Business.
Follow Mike @ www.twitter.c45om/mfauscette
Blog: www.mfauscette.com

Aberdeen Group Cloud Presentation for Spring 2010 Boston Breakfast


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Services Processes & Operations PSV Library 0

Abstract

The Impact of Cloud Computing on IT Professional Services

Russ Klein’s bio
Russ is Vice President, Technology Research Group Director for the Aberdeen Group. His focus is on the impact of edge technologies on business processes, best-practices in database management, and extra-enterprise business intelligence. His current research is in realizing potential value in corporate data warehouses and employing emerging technologies to enhance data capture and directed data analysis.
 
Dick Csapler’s bio
Dick is Senior Research Analyst, Virtualization and Storage. He is working on a survey, scheduled to be published in May, that will measure the depth of deployment of virtualization technologies in corporate IT organizations.  Prior to joining Aberdeen, Dick was Senior Product Manager at Egenera, a leader in infrastructure virtualization software and blade servers.  Prior to Egenera, he was Product Manager for NEC Solutions. Dick also worked at Compaq and Digital Equipment Corporation with extensive experience working in Asia and the South Pacific. 

Projects or Staffing--Does it Matter? (PSVillage Newsletter Article 2009-05)


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Services Processes & Operations jay 0

Abstract

Most IT firms provide both project and staffing services.  Issues occur when you try to lead with both.  The differences are great enough that by not choosing one as your core service results in less than optimum corporate performance.  A comparison of each approach is presented.

Must-Do's for These Economic Times Article for PSVillage 2008-11


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Services Processes & Operations jay 0

Abstract

Whether we are in good or bad economic times, we should be following sound business practices to be proactive rather than reacting on an ad hoc basis.  This checklist focuses across all key business functions.