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People<br />
SPI<br />
Research<br />
Capital<br />
Process Process<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Service Performance Insight<br />
Accelerate Service Productivity & Profit<br />
Service Productization<br />
The Next Wave in<br />
Services Innovation<br />
October 25, 2012<br />
Presented by:<br />
Jeanne Urich Steve Bittner<br />
Managing Director VP of PS<br />
SPI Research <strong>Unanet</strong><br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
Copyright © 2012 Service Performance Insight, LLC All Rights Reserved. Not for Distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
� Why?<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization<br />
� What is a Productized Service?<br />
� Benefits?<br />
� How to Productize Services<br />
� Service Product Examples<br />
� Benchmark results<br />
� Lessons Learned<br />
� <strong>Unanet</strong> case study<br />
2<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
WHY PRODUCTIZE SERVICES?<br />
Service Performance Insight<br />
www.spiresearch.com<br />
3<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Changing Industry Dynamics Intensify PS Pressure<br />
Global<br />
Competition<br />
PSO<br />
Revenue<br />
& Profit<br />
Increased<br />
Project<br />
Complexity<br />
Rapidly Changing<br />
Technology<br />
Environment<br />
4<br />
Sophisticated<br />
Procurement<br />
Practices<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
PSOs Experience Pressure from Many Constituents<br />
Sales and<br />
Client<br />
Demands<br />
PSO<br />
Revenue<br />
& Profit<br />
Career Path,<br />
Work / Life<br />
Balance<br />
PS Resource<br />
Requirements<br />
5<br />
Finance &<br />
Operations<br />
Directives<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Clients Demand More!<br />
“Value” is the new favorite word<br />
of client execs<br />
Shorter, faster projects<br />
PS firms response: productize<br />
service portfolios<br />
Done right, productized services<br />
can open up exciting new<br />
revenue and profit streams<br />
6<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Market Challenges Driving Service Productizing<br />
Challenge<br />
7<br />
Survey<br />
Average<br />
Embedded<br />
PSO<br />
Service Differentiation and Improve Sales Effectiveness 4.29 4.13 4.43<br />
Pressure to Accelerate Project Time to Value 3.83 3.89 3.77<br />
Market and Service Portfolio expansion 3.66 3.41 3.87<br />
Drive Innovation 3.53 3.37 3.67<br />
Client Demand For More Tangible Service Offers 3.27 3.15 3.38<br />
Commoditization of Your Services 3.00 2.76 3.20<br />
Pressure to Provide Packaged Cloud Services 2.31 2.41 2.22<br />
Copyright © 2012 SPI Research. <br />
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PSO<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
WHAT IS A PRODUCTIZED SERVICE?<br />
Service Performance Insight<br />
www.spiresearch.com<br />
8<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
By Definition…<br />
ser�vice pro�duc�ti�za�tion [noun]<br />
the process of delineating, building, deploying, and enhancing a<br />
clearly defined service process to achieve operational<br />
improvements in support of an organization’s strategic<br />
objectives<br />
ser�vice life�cy�cle man�age�ment [noun]<br />
the process of managing the entire lifecycle of a portfolio of<br />
service products from conception, through definition and<br />
development, to enhancement and retirement<br />
9<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Productized Services Defined<br />
A pre-defined and clear offering<br />
or deliverable<br />
Consistent knowledge and<br />
skills required to deliver the<br />
service<br />
Uses a consistent standard<br />
methodology<br />
Supporting tools and templates<br />
Quantifiable costs and<br />
demonstrable value<br />
10<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
BENEFITS OF SERVICE PRODUCTIZING<br />
Service Performance Insight<br />
www.spiresearch.com<br />
11<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Why Productize?<br />
Clearly defines client “pain”,<br />
business value and deliverables<br />
Makes services more tangible<br />
Tight scope/assumptions - easier<br />
to create estimates and proposals<br />
Improves consistency,<br />
repeatability and quality<br />
Reduces delivery cost, time and<br />
risk<br />
Ability to use less-experienced<br />
resources<br />
Improves revenue recognition<br />
12<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Desired Results from Packaged Service Offerings<br />
Desired Result Survey<br />
Easier to sell, position and expand service revenue with a<br />
complete service portfolio<br />
13<br />
Embedded<br />
PSO<br />
Copyright © 2012 SPI Research. <br />
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PSO<br />
4.49 4.56 4.44<br />
Clients understand business value – shortened sales cycle 4.33 4.41 4.25<br />
Improved revenue and profit from predictable costs, resources,<br />
time and deliverables<br />
Improved ability to propose, estimate and manage fixed/time price<br />
bids<br />
More projects delivered on-time, on-budget with reduced risk and<br />
improved consistency<br />
Enhanced intellectual property value around methods, tools, and<br />
processes<br />
4.10 4.09 4.11<br />
3.92 3.96 3.89<br />
3.83 4.04 3.65<br />
3.58 3.22 3.89<br />
Ability to sell into new markets 3.51 3.43 3.57<br />
Clear policies, roles, blueprints, templates and tools accelerate<br />
new-hire ramping<br />
3.23 3.42 3.07<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
HOW TO PRODUCTIZE SERVICES<br />
Service Performance Insight<br />
www.spiresearch.com<br />
14<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
O p p o r t u n i t y C a t a l y s t<br />
SLM3<br />
METHODOLOGY<br />
I<br />
N<br />
N<br />
O<br />
V<br />
A<br />
T<br />
E<br />
Service Performance Insight<br />
www.spiresearch.com<br />
SLM3 - SPI’s Proven Methodology<br />
S e r v i c e P r o d u c t P r o p o s a l<br />
D<br />
E<br />
F<br />
I<br />
N<br />
E<br />
P l a n & S p e c i f i c a t i o n<br />
D<br />
E<br />
V<br />
E<br />
L<br />
O<br />
P<br />
PROJECT SERVICES MANAGEMENT<br />
STRATEGY<br />
PORTFOLIO CHANGE MANAGEMENT<br />
PORTFOLIO CHANGE MANAGEMENT<br />
B e t a S e r v i c e R e l e a s e<br />
L<br />
A<br />
U<br />
N<br />
C<br />
H<br />
G e n e r a l l y A v a i l a b l e S e r v i c e<br />
O<br />
P<br />
T<br />
I<br />
M<br />
I<br />
Z<br />
E<br />
Copyright © 2012 SPI Research. <br />
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People<br />
E n h a n c e m e n t C a l e n d a r<br />
Process Process<br />
SPI<br />
Research<br />
Capital
PHASES�<br />
ACTIVITIES�<br />
FOUNDATION�<br />
Service Performance Insight<br />
www.spiresearch.com<br />
SLM3 Roadmap<br />
INNOVATE DEFINE DEVELOP LAUNCH OPTIMIZE<br />
Request Service<br />
Product<br />
Assess Service<br />
Product Alignment<br />
Perform Service<br />
Product Strategic<br />
Planning<br />
Propose Service<br />
Product<br />
Create Project<br />
Plan<br />
Create Service<br />
Specification<br />
Create Internal<br />
Launch Plan<br />
Approve Service<br />
Product Definition<br />
Develop Service<br />
Product<br />
Establish<br />
Go-to-Market Plan<br />
Develop Marketing<br />
Materials<br />
Conduct Market<br />
Validation & QA<br />
Develop Training<br />
Materials<br />
Approve Launch<br />
PROJECT MANAGEMENT<br />
CHANGE MANAGEMENT<br />
PORTFOLIO MANAGEMENT<br />
Conduct Pilot<br />
Program<br />
Conduct Training<br />
Launch Service<br />
Offering<br />
Track Feedback &<br />
Results<br />
Close<br />
Development<br />
Project<br />
Copyright © 2012 SPI Research. <br />
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Analyze Field<br />
Performance<br />
Analyze Marketing<br />
Performance<br />
Evaluate Market<br />
Reaction<br />
Plan for Next<br />
Release<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
SERVICE PRODUCT EXAMPLES<br />
Service Performance Insight<br />
www.spiresearch.com<br />
17<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Industries<br />
�Automotive<br />
�Consumer Goods<br />
�Financial Services<br />
�Life Sciences<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Service Product Portfolio Example<br />
Service Lines<br />
�ERP<br />
�Human Capital<br />
Management<br />
�Product Lifecycle<br />
Management<br />
�Business<br />
Intelligence<br />
Service Offerings<br />
�Business Strategy<br />
�Operational<br />
Excellence<br />
�PLM Solutions<br />
�Technical Services<br />
�Analytics<br />
18<br />
Service Products<br />
�Big ROI<br />
Implementation<br />
�90-Day PLM Quick<br />
Start<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Achieve Breakthrough Results in 90 Days!<br />
Our 90-Day PLM Quick Start delivers speed to production<br />
Get<br />
Ready<br />
SPEED<br />
Get<br />
Set<br />
ROI<br />
QUALITY<br />
Go!<br />
ADOPTION<br />
� Rapid implementation methodology<br />
� Training sessions and hands-on workshops included<br />
� Proven approach with over 150 delighted clients<br />
� Best practices embedded in solution<br />
� Includes easy to use best practice guides<br />
� Flexible, user-defined processes support future<br />
changes<br />
� Usability – ease of use incorporated in approach<br />
� Stakeholder involvement accelerates adoption<br />
� Rapid transfer of ownership to business drives ROI<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Best Practice Productized Service “Packaging”<br />
What does a productized service look like to a delivery<br />
professional?<br />
Contents<br />
Instructions<br />
Delivery Guides<br />
Tools<br />
Templates<br />
Practices, methods,<br />
processes<br />
Links to supporting systems<br />
FAQs<br />
Best practice examples<br />
20<br />
Requirements<br />
Content for each service<br />
product reinforces<br />
engagement framework<br />
Easy to navigate<br />
Easy to consume<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
SERVICE LIFECYCLE MANAGEMENT<br />
MATURITY MODEL BENCHMARK RESULTS<br />
Service Performance Insight<br />
www.spiresearch.com<br />
21<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Maturity<br />
Leadership<br />
Client<br />
Relationships<br />
Human Capital<br />
Alignment<br />
Service<br />
Execution<br />
Finance<br />
& Operations<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Service Lifecycle Management Maturity Model<br />
Level 1<br />
Ad Hoc<br />
Opportunistic<br />
No service<br />
portfolio plan or<br />
investment<br />
Tactical<br />
Reactive<br />
Instinctive<br />
Jack of all trades<br />
Heroic<br />
Manual<br />
Inconsistent<br />
No plan, budget,<br />
systems or<br />
metrics<br />
Level 2<br />
Piloted<br />
Pockets of<br />
excellence<br />
Service portfolio<br />
strategy & plan<br />
emerges<br />
Campaign-driven<br />
point solutions<br />
Borrowed<br />
rotational<br />
resources<br />
Standard<br />
methodology &<br />
tools<br />
Budget, metrics,<br />
controls<br />
introduced<br />
Level 3<br />
Deployed<br />
Basics in place<br />
for all key<br />
elements<br />
Strategic service<br />
portfolio plan<br />
Exec sponsorship<br />
Programmatic,<br />
comprehensive<br />
solutions<br />
Dedicated, skilled<br />
service portfolio<br />
team<br />
Global, consistent<br />
methods, tools,<br />
standards<br />
Automated<br />
budget, metrics,<br />
controls<br />
Service Lifecycle Management Maturity<br />
Level 4<br />
Institutionalized<br />
In organization’s<br />
DNA<br />
Service portfolio<br />
management<br />
operationalized<br />
Strategic, global<br />
brand,<br />
quantified value<br />
Strategic<br />
Visionary<br />
Automated<br />
service lifecycle<br />
management<br />
Streamlined<br />
Real-time<br />
Self-service<br />
Level 5<br />
Optimized<br />
Visionary, agile,<br />
innovative with<br />
continuous<br />
improvement<br />
Service portfolio<br />
drives market<br />
expansion<br />
Industry-leading,<br />
innovative,<br />
trusted advisors<br />
Thought-leading<br />
portfolio<br />
management<br />
Advanced service<br />
lifecycle systems,<br />
tools<br />
Real-time<br />
analysis & insight<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
Return on Investment<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization Maturity<br />
102 PSOs – 46 Embedded, 56 Independent<br />
415 PS employees with $83M in PS revenues<br />
Initiated<br />
Heroic<br />
60%<br />
Ad-hoc,<br />
Opportunistic<br />
Level 1<br />
Piloted<br />
Functional<br />
Excellence<br />
15%<br />
Experimental,<br />
Pilot Stages<br />
Level 2<br />
Deployed<br />
Project<br />
Excellence<br />
10%<br />
Basics in<br />
Place for all<br />
Key Elements<br />
Level 3<br />
23<br />
Institutionalized<br />
Portfolio<br />
Excellence<br />
10%<br />
In Company’s<br />
DNA /<br />
Fabric<br />
Level 4<br />
Optimized<br />
Collaborative<br />
5%<br />
Visionary,<br />
Agile<br />
Innovative,<br />
Continuous<br />
Renewal &<br />
Improvement<br />
Level 5<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Lifecycle Management - Maturity Matters!<br />
Service Packaging Focus<br />
Level 1<br />
Initiated<br />
Level 2<br />
Piloted<br />
Level 3<br />
Deployed<br />
Level 4<br />
Institution<br />
Copyright © 2012 SPI Research. <br />
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Level 5<br />
Optimized<br />
58 15 11 11 7<br />
Initiation of Service Portfolio packaging (years) 2.4 4 3 3.2 4.6<br />
% service revenue from productized services 21% 33% 22% 45% 61%<br />
# of new services launched in the past year 2 4 3 3 5<br />
Months from idea to service launch 10 13 7 6 6<br />
FTEs performing Service Packaging 1.7 4 3 3.5 8<br />
A defined service packaging process and<br />
discipline exists (1 to 5 scale)<br />
2.3 2.7 3 3.6 4.5<br />
% of "reference-able" clients 69% 70% 74% 88% 88%<br />
% of revenue from New Clients 27% 31% 33% 37% 41%<br />
24<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Lifecycle Management - Maturity Matters!<br />
Service Execution<br />
Level 1<br />
Initiated<br />
Level 2<br />
Piloted<br />
Level 3<br />
Deployed<br />
Level 4<br />
Institution<br />
Copyright © 2012 SPI Research. <br />
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Level 5<br />
Optimized<br />
58 15 11 11 7<br />
Project Management Methodology 2.7 2.5 2.8 3.6 3.6<br />
Service Productizing Methodology 1.8 1.7 2.4 2.9 4.2<br />
Knowledge Management Processes,<br />
Systems 2.1 1.8 2.2 2.4 3<br />
Service Product Training & Roll-out 1.3 1.3 1.8 2.1 2.8<br />
Quality Management 1.9 1.7 2 2.5 3.4<br />
Average Project Duration (Man-Months) 3.7 7 9.7 11 14<br />
Projects Delivered On-Time 67% 77% 83% 86% 95%<br />
25<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
The Effect of Service Productization Maturity<br />
on Service Delivery Consistency<br />
Initiated<br />
Level 1<br />
Piloted<br />
Level 2<br />
Deployed<br />
Level 3<br />
Institution<br />
Level 4<br />
Copyright © 2012 SPI Research. <br />
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Optimized<br />
Level 5<br />
Ad hoc / one-off services 36% 16% 28% 25% 18%<br />
Standard methodology / ad<br />
hoc delivery<br />
Standard methodology /<br />
standard delivery<br />
30% 41% 40% 20% 19%<br />
34% 43% 32% 55% 63%<br />
26<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Productization: The Next Wave of Innovation<br />
LESSONS LEARNED AND RECOMMENDATIONS<br />
Service Performance Insight<br />
www.spiresearch.com<br />
27<br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization Prerequisites<br />
28<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Innovate<br />
Define<br />
Develop<br />
Launch<br />
Optimize<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization Failure Points<br />
• Misunderstood or not enough client “pain”<br />
• No market sizing or business case<br />
• No competitive differentiation<br />
• No overall plan or portfolio – Service Product “One-offs”<br />
• No business plan and/or executive support<br />
• Unrealistic expectations – both revenue and cost<br />
• No committed resources<br />
• No Service Productizing blueprints, methods, tools or competency<br />
• Without committed resources, service productizing takes too long, costs too much<br />
• No repeatable methods, tools, IP or plan for re-use<br />
• Not enough field feedback around “use cases”<br />
• No Sales, Marketing or Launch plan – no internal buy-in<br />
• Not enough time or resources committed to training<br />
• No Beta or reference customers<br />
• No method for capturing client and field feedback<br />
• No methods or tools for improvement<br />
• Poor field and client reception – missed revenue commitments<br />
• No metrics or measurements tied to compensation<br />
29<br />
Copyright © 2012 SPI Research. <br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Lifecycle Management - Maturity Matters!<br />
Show me the money!<br />
Level 1<br />
Initiated<br />
Level 2<br />
Piloted<br />
Level 3<br />
Deployed<br />
Level 4<br />
Institution<br />
Copyright © 2012 SPI Research. <br />
All rights reserved. Not for distribution.<br />
Level 5<br />
Optimized<br />
58 15 11 11 7<br />
Total Professional Services Revenue (M) $66 $74 $158 $17 $226<br />
Service Packaging Spend as a % of Service<br />
Revenue 1.7% 1.6% 2.1% 2.0% 1.5%<br />
Gross Margin from Packaged Services 32.8% 38.7% 36.4% 39.5% 49.3%<br />
Annual Revenue per Billable Consultant (k) $151 $253 $236 $277 $275<br />
Annual Revenue per Employee (k) $122 $188 $198 $239 $254<br />
Average Revenue per Project (k) $139 $142 $199 $306 $189<br />
Percent of Annual Revenue Target Achieved 90% 97% 99% 110% 98%<br />
Percent of Annual Margin Target Achieved 84% 94% 91% 102% 103%<br />
EBITDA % 8.8% 14.7% 16.6% 23.3% 26.1%<br />
30<br />
People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
SPI’s Point of View …<br />
Industry dynamics are<br />
driving service<br />
productization<br />
Adopting a well-coordinated<br />
service productization<br />
initiative delivers significant<br />
strategic benefits<br />
Integrated business applications and a consistent<br />
service lifecycle management framework are<br />
fundamental prerequisites<br />
31<br />
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Process Process<br />
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Service Performance Insight<br />
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Thank you for attending!<br />
Special webinar attendee<br />
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Service Lifecycle<br />
Management Maturity<br />
Model Benchmark<br />
SPI offers a 2 day Service<br />
Lifecycle Management<br />
course!<br />
32<br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization – How a PSA Tool Can Help<br />
Innovate • Misunderstood or not enough client “pain”<br />
• No market sizing or business case<br />
• No competitive differentiation<br />
• No overall plan or portfolio – Service Product “One-offs”<br />
Define • No business plan and/or executive support<br />
• Unrealistic expectations – both revenue and cost<br />
• No committed resources<br />
• No Service Productizing blueprints, methods, tools or competency<br />
Develop • Without committed resources, service productizing takes too long, costs too much<br />
• No repeatable methods, tools, IP or plan for re-use<br />
• Not enough field feedback around “use cases”<br />
Launch • No Sales, Marketing or Launch plan – no internal buy-in<br />
• Not enough time or resources committed to training<br />
• No Beta or reference customers<br />
Optimize • No method for capturing client and field feedback<br />
• No methods or tools for improvement<br />
• Poor field and client reception – missed revenue commitments<br />
• No metrics or measurements tied to compensation<br />
33<br />
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People<br />
Process Process<br />
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Research<br />
Capital
Service Performance Insight<br />
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Service Productization – Analyze Historical Projects<br />
Evaluate similar projects for<br />
costs and duration<br />
Actual cost of historical project<br />
34<br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization – Analyze Historical Projects<br />
Evaluate similar projects for<br />
costs and duration<br />
Actual cost of historical project<br />
35<br />
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People<br />
Process Process<br />
SPI<br />
Research<br />
Capital
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization – Analyze Historical Projects<br />
Evaluate similar projects for<br />
costs and duration<br />
36<br />
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People<br />
Process Process<br />
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Research<br />
Capital
Service Performance Insight<br />
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Service Productization – Define Service Product<br />
Service Package estimated costs based on historical projects<br />
Templatized Delivery Plan for<br />
Service Product<br />
37<br />
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People<br />
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Service Productization – Locate Qualified Resources<br />
Locate appropriate resources.<br />
38<br />
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People<br />
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Research<br />
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Service Performance Insight<br />
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Service Productization – Track Performance<br />
Actual costs versus Service Package estimated costs<br />
Track performance of actual costs… Against Service Package template.<br />
39<br />
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Innovate<br />
Define<br />
Develop<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Service Productization - How a PSA Tool Can Help<br />
Launch/Execute<br />
Optimize<br />
Benefits of a PSA Tool<br />
• Analyze historical data for cost variances, resource needs for<br />
both labor and other direct costs.<br />
• Analyze historical data for variability in project durations.<br />
• Create project templates including WBS elements.<br />
• Locate optimal resources for project staffing.<br />
• Track actuals against template for ongoing refinement.<br />
• Adjust service package scope, cost, resources to better serve<br />
market.<br />
40<br />
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People<br />
SPI<br />
Research<br />
Capital<br />
Service Performance Insight ®<br />
Accelerate Service<br />
Productivity & Profit<br />
Service Performance Insight<br />
www.spiresearch.com<br />
Process Process<br />
Jeanne.urich@spiresearch.com<br />
www.SPIresearch.com<br />
Thank you for attending!<br />
<strong>Unanet</strong> Optimizes Your<br />
work<br />
sbittner@unanet.com<br />
www.<strong>Unanet</strong>.com<br />
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