Juan Manrique CEO eTask Technologies Ltd

1. “Productise Your Service Engagements” Achieve More for Less by Delivering Predictable and Consistent Services Juan Manrique CEO eTask Technologies Ltd

2. Agenda • Current Market Conditions • What is a Productised Service? • How to Productise • Why Productise?

3. Clients demand more! • “Value” is the new favourite word of client execs • Customers/Clients demand greater visibility, transparency and demonstrable value in services • Fixed price/budget engagements • Shorter duration projects • Fewer project resources • But…. projects are becoming more complex!

4. Productised Services Defined • A pre-defined and clear offering or deliverable • Uses a consistent standard methodology • Supporting tools and templates for executing the service • Consistent knowledge and skills required to deliver the service • Quantifiable costs and demonstrable value

5. One-off vsProductised Services • Solutions are delivered using standard best practices methodologies • Higher economies of scale • Less labor and skill intensive • Lower risk • Likely to be more profitable • Focused solely on delivery a one time service for a specific client • Low economies of scale • Significant skilled labour required • Higher risk • Likely to be less profitable

6. Can all services be productised? There is a common perception that each service project is ‘unique’ because they solve unique requirements… Time to dispel the myth!!

7. Productisation Model Professional Services organisations care able to standardisethe delivery of project based services by following 4 easy steps: 1 2 3 4 2 3 4 Define Services “What” Define Method “How” Agree Contracts Deliver Service Inception Benefits Features Work Products Documents Terms & Conditions Elaboration Pricing SLAs Roles Tasks Custom SLAs Construction Transition Service Components Activities Custom Pricing Operations Method Processes Measure/Benchmark Improve

8. Governance: key for productisation • Correct structure • Control of deliverables per phase Lifecycle Level Phase 1 Phase 2 Phase 3 • Task checklist • Right process • Right templates • Right content Task 2 Deliverable Level Work Product Task 4 Task 1 Task 3 • How to… • Inputs/outputs • Right skills • Real vshistorical effort • Approvals Task Level Task

9. Reduced cost of quality One-off Delivery Cost w/o eTask Industrialised Delivery with eTask Quality

10. Standardised Methodology SPI Research 2001

11. Why Productise? – Improve Quality • Quality control can be built into processes • Tolerances can be developed • Every phase of delivery is known • Repetition offers new opportunities to improve quality SPI Research 2001

12. SPI Research maturity model Optimised Institutionalised Deployed Portfolio Excellence 15% Collaborative 5% Piloted Project Excellence 25% Initiated Functional Excellence 25% Heroic 30% Set of standard processes created Focus on continuous improvement Processes start to be repeatable Metrics and control are used Ad-hoc processes Level 5 Level 4 Level 1 Level 2 Level 3 SPI Research 2001

13. Impact of improving Service Maturity Increasing  levels  of   business  process  maturity result  in  significant  performance  improvements: SPI Research 2001

14. Why Productise? Improve Project Delivery & Client Satisfaction • Reduce estimating and proposal time • Make projects consistent & repeatable • Improve quality • Reduce delivery cost, time and risk • Ability to use less-experienced resources • Better quality & predictability • Less risk, greater accountability • Ability to leverage past best practices • Clarifies cost, time, assumptions and deliverables