Maturing Professional Services: Resource Management
Professional Services is broken down into 6 key components: Time Management, Project Management, Selling Services, Resource Management, Skills Management and Services Billing. In this blog, we address the maturity curve of Resource Management. The maturity curve consists of: Initial, Repeatable, Controlled, Optimized, and Continuous Improvement. Resource Management is a critical component of services organizations whether your services packages are Fixed Fee, T&E, Milestone or hybrid structures. We provide both process and Certinia PSA product focus areas for identification and improvement. Let’s dive right in!
Maturity Level 1: Initial
Characteristics: Limited visibility and control over resources. Resource allocation is reactive and ad hoc.
Primary Output: Resources and Schedules established in single tool
Process Focus Areas:
Actual assignments tracked by project and person
Time and Expense by project is tracked
Non-Project Time Tracked (PTO, Training, ETC.)
Product Focus Areas:
Project Creation
Assignment Creation
Time Entry
Time Card Approvals
Analytics: Utilization
Maturity Level 2: Repeatable
Characteristics: Standard process defined. Striving for repeatability. Centralized Resource Management Operations.
Primary Output: Formal Request Process
Process Focus Areas:
Basic resource management processes are established with resource requests
Some visibility into resource availability and utilization
Basic resource allocation practices exist
Initial documentation of resource requirements and skills
Product Focus Areas:
Skills Inventory Established
Maintaining Planners (Monthly)
Resource Requests
Time Card Approvals
Analytics: Scheduled Utilization
Maturity Level 3: Controlled
Characteristics: Maintaining Planners (Monthly)
Primary Output: Visibility into upcoming and existing projects
Process Focus Areas:
Pipeline demand tracked
Improved resource planning and forecasting
Resources allocation based on prioritization and project need
Centralized repository for resource information
System recommendations for staffing
Time Off scheduled in planners (PTO, etc)
Product Focus Areas:
Skill Ratings with Approvals
Maintaining Planners
RRs on Opportunities
Analytics: Capacity and Demand
Resource Requests with Skills
Intelligent Staffing
Maturity Level 4: Optimized
Characteristics: Automation for aspects of Resource Management and Project Creation
Primary Output: Automation and Skills Demand/Capacity
Process Focus Areas:
Advanced Resource Management practices aligned with organizational goals
Resource allocation aligned with strategic objectives
Proactive resource forecasting and planning
Continuous improvement and optimization of resource utilization
Resource visibility to upcoming work
Comprehensive skills development and training programs
Product Focus Areas:
Auto-project creation
Analytics: Skill based capacity and demand
Work Opportunity Hub
Calendar Integration
Maturity Level 5: Continuous Improvement
Characteristics: Disciplined Processes with Portfolio level resource planning
Primary Output: Best in Class Resource Management
Process Focus Areas:
Best-in-class resource management practices
Continuous innovation in resource management approaches
Advanced technology utilization for resource optimization
Dynamic and agile resource allocation responding to changing needs
Benchmarking against industry standards and leading practices
‘Team’ scheduling (e.g. Managed Services Staffing)
Customer Sat Surveys by Employee
Product Focus Areas:
AI
Resource Optimizer
Survey Integration
We all strive for continuous improvement. However, identifying current and ideal maturity is critical to achieving continuous improvement. Enjoy this blog, check out the other 5 professional services maturity blogs. Ready to dive into your professional services maturity journey? Take the next right step and reach out to our team!
