presentation to the canberra branch of the australian computer society, october 2010
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Competency, Capability And Business Improvement
Tim Conway, Director, C-Metrics Pty LtdM: +61 410 628 655
E: tim.conway @ c-metrics.comW: www.c-metrics.com
© C-Metrics™ 2009. All rights reserved. No part of this document may be reproduced in any form without the express written permission of C-Metrics Pty Ltd“C-Metrics” and the C-Metrics logo are trademarks of C-Metrics Pty Ltd and must not be used without prior permission and appropriate acknowledgement
COMMERCIAL-IN-CONFIDENCE
Agenda
• The problem • The project context• Dancing the tango• Reputation and relationships• Solutions must be standards-based• Methodology• Output• Benefits• Problem avoidance
2
COMMERCIAL-IN-CONFIDENCE3
“If you can measure it, you can manage it; if you can’t
measure it, you can’t manage it; if you can’t manage
it, it’s because you can’t measure it; and if you
managed it, it’s because you measured it...
...but don’t mistake the measures themselves for the things they were intended to measure.”
Art or Science?
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Standish Group
“Chaos” Reports
4
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Standard Diagnoses
5
• Poor planning
• Unclear goals and objectives
• Objective(s) changes during project
• Unrealistic time/resource estimates
• Lack of executive support or user involvement
• Failure to communicate and act as a team
• Inappropriate skills
The Challenge:
How do we create some foresight, which has the clarity of hindsight?
6
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Problem Statement #1: Reputation & Capability
– Who to buy from?
– Who to sell to?
– Who can deliver?
– Who will pay?
– Who knows what they want (specifications)?
‣ Delivers quality, timeliness and cost effectiveness
‣ Manages uncertainty
‣ Creates/offers/delivers trust
7
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Problem Statement #2: Projects: Who’s Responsible? Are they Capable?
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Who has (a) the responsibility and (b) the capabilities to deliver?
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Problem Statement #3: It takes two...!
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Successful Relationships
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A Reputation Model: eBay
Enlarge
11 bids
, Visa/MasterCard, Money order/Bankcheque, Other - See seller's paymentinstructions, Bank Deposit | See details
7 day money back, buyer pays return shipping |Read details
Description Postage and payments
Back to Search Results | Listed in category: Jewellery > Watches > Wristwatches > Men
Watch this item
Rolex Cosmograph Daytona Cosmograph steeland goldRolex Cosmograph Daytona Auto Zenith base Cal Grey Dial
Item condition: Used
Time left: 2 days 10hours (11 Dec, 2009 01:00:55 AEDST)
Bid history:
Current bid: AU $7,100.00Enter maximum bid: AU $
(Enter AU $7,200.00 or more)
Watch this item
Postage: Local Pickup | See all detailsEstimated delivery time varies
Payments:
Returns:
Seller infoshonie0 ( 1208 )
100% Positive feedback
Ask a question
Save this seller
See other items
Visit store: Armadale WatchGallery
Other item info
Item number: 330383158933
Item location: South Yarra ,Victoria,Australia
Posts to: WorldwideSee exclusions
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Item specifics - WristwatchesBrand: Rolex Type: Self-windingModel: Daytona Casing: Stainl. Steel/Yell. GoldYear of manufacture: 1997 Watchband: Stainl. Steel/Yell. GoldCondition: Used Gender: Men'sFunction & Features: Chronograph, Water Resistant
Place bid
Home > Community > Feedback Forum > Feedback Profile
Feedback Profile
shonie0 ( 1208 )
Positive Feedback (last 12 months): 100% [How is Feedback Percentage calculated?]
Member since: 09-Apr-99 in Australia
Member Quick Links
Contact memberView items for saleView seller's StoreView more options
1,127 Feedback received (viewing 1-25) Revised Feedback: 0
Period : All
Feedback / Item From Buyer / Price Date/Time
Excellent all round. Fast shipping and great item as described. Good seller ramon77 ( 11 ) 03-Nov-09 13:22
Tag Heuer Aquaracer 300 meters (#230388196626) US $510.00 View Item
Excellent all round. Fast shipping and great item as described. gpunique8y8e ( 280 ) 09-Oct-09 04:25
Omega Seamaster Cosmic 2000 (#330358729678) US $256.00 View Item
good seller. mary-4770 ( 51 ) 25-Sep-09 15:19
Tag Heuer Divers Watch (#260474510324) US $167.50 View Item
Excellant Ebayer, Vary Fast Delivery + Thanks Very Much. tigerslam-2009 ( 14 ) 23-Sep-09 07:47
Tag Heuer Divers Watch (#330358731754) US $315.00 View Item
Detailed item information is not available for the following items because the Feedback is over 90 days old.
Time zone inconvenience made up for by kind & thoughtful service. Great watch!!! anglopoo ( 169 ) 01-Sep-09 09:11
-- (#260463653507) --
VERY GOOD *** AS DESCRIBED *** BEST BEST *** TOPS WATCH GUY **** a-collection-of-collections ( 101 ) 25-Aug-09 06:49
-- (#330339860598) --
Nice watch thanks 100pdl ( 199 ) 04-Aug-09 05:47
-- (#260434673012) --
thank you loaf1240 ( 2366 ) 12-Jul-09 01:52
-- (#230351441906) --
excellent transaction, AAA++++ coling45 ( 734 ) 08-Jul-09 12:10
-- (#230352163904) --
Except for smple miscommunication, I am very much satisifed with the item,tnx daniel.uow ( 25 ) 19-Jun-09 12:43
-- (#330336671647) --
excellent service and packaging of item. hotsexymama101 ( 21 ) 11-Jun-09 15:21
-- (#330332769599) --
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Buy Sell My eBay Community Help
Recent Feedback Ratings (last 12 months)
1 month 6 months 12 months
Positive 0 20 79
Neutral 0 0 0
Negative 0 0 0
Detailed Seller Ratings (last 12 months)
Criteria Average rating Number of ratings
Item as described 44
Communication 44
Postage time 44
Postage and handling charges 43
Feedback as a seller Feedback as a buyer All Feedback Feedback left for others
Back to item description
Bid History
To help keep the eBay community safe, enhance bidder privacy, and protect our members from fraudulent emails,only you and the seller of the item can view your User ID in bid history. Other members will see anonymous names.
Bidders: 7 Bids: 11 Time left: 2 days 10 hours 33 mins Duration: 7 days
Only actual bids (not automatic bids generated up to a bidder's maximum) are shown. Automatic bids may beplaced days or hours before a listing ends. Learn more about bidding.
Show automatic bids
Bidder Bid Amount Bid Time
a***o ( 92 ) AU $7,100.00 08-Dec-0907:40:16 AEDST
2***h ( 0 ) AU $7,000.00 06-Dec-09 12:03:05 AEDST
0***m ( private ) AU $7,000.00 08-Dec-09 00:36:04 AEDST
a***o ( 92 ) AU $6,750.00 07-Dec-09 22:31:20 AEDST
e***6 ( 69 ) AU $6,500.00 04-Dec-09 16:26:25 AEDST
c***n ( 225 ) AU $6,010.00 04-Dec-09 11:21:49 AEDST
e***6 ( 69 ) AU $6,000.00 04-Dec-09 07:38:58 AEDST
c***n ( 225 ) AU $5,810.00 04-Dec-09 11:21:26 AEDST
d***l ( 293 ) AU $5,501.01 04-Dec-09 05:02:32 AEDST
m***w ( 229 ) AU $5,500.00 04-Dec-09 07:19:55 AEDST
c***n ( 225 ) AU $5,000.00 04-Dec-09 04:14:46 AEDST
Starting Price AU $5,000.00 04-Dec-09 01:00:55 AEDST
If you and another bidder placed the same bid amount, the earlier bid takes priority. You can retract your bidunder certain circumstances only.
Item number: 330383158933
RolexCosmographDaytonaCosmographsteel and goldSee item description
Buy It Now priceis no longeravailable sincebidding hasstarted.
Current bid: AU $7,100.00Postage: Free -- Local
Pickup. Additionalservices available.
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Enter your maximum bid:
Place bid
(Enter AU $7,200.00 or more)
COMMERCIAL-IN-CONFIDENCE
An Enterprise Version: Components
12
Competence
Capability
Capacity
Culture Commercial Viability
Complexity (of project)
Compliance
Confidence
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Vision
13
A single rating = a snapshot; multiple ratings over time measure business improvement and delivery performance
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MethodologyOpen Standards Based
• Mutual Assessment Framework (or an opinion market)– Competency:
• Assessed against certification standards; evidence-based Quality, Project Management, Risk Management, Service Management,
Environmental, OH&S…
– Capability:• Assessed against 5 stage CMM scale (P3M3 comparable) Ad hoc ––> Repeatable ––> Defined ––> Managed ––> Optimised
– Capacity:• Assessed by reference to current and future workload; special requirements
– Culture of the organisation• Culture diagnostic – hierarchical vs self-directed etc
– Complexity• Assessed by reference to project classification
– Commercial Viability:• Standard business referencing
– Compliance• Declaration; provision of a code of ethics
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Symmetric Assessment Framework
Competencies
Provider or Partner2 Capability
Program Complexity
Purchaser or Partner1 Capability
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Project/Relationship Classification
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Competencies
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Competencies are fine...
...but Capabilities are critical to success
• Capabilities delivered in the project
• Processes documented and applied
• People trained, tested and empowered
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Capabilities (P3M3)
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Who should do the scoring?
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The parties. They are best placed.
The challenge is to minimise bias
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Capability Scoring
• On-line tool
• Self-assessment
• Counterpart assessment
• Moderation
• When?– Concept viability (“can we do this?”)
– At project initiation;
– Gate 0; circuit-breaker
– Repeated with Gateway Reviews; or periodically during program
• Multiple snapshots – time series to measure progress
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Assessing Culture
• Brief diagnostic to measure:– Agility– Direction– Engagement– Innovation – Execution– External orientation– Performance orientation– Trust
• To inform the parties
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Process
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Inititiate
• Willing parties • Project,
contract or relationship
• Identify respondents
Assess
• Competencies • Capabilities • Culture • Complexity of
project
Report
• Overall scores • Gaps • Moderate
discussion
5-10 working days
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Outputs
• A published, overall “rating” for project classifications
• Detailed scoring – competency, capabilities against different project types
• P3M3 build up, as projects assessed
• Exceptions listed
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A
B
C
D
E F
G
H
A
B
C
D E
F
G
H
0 1 2 3 4 5
Seeking Complements
Customer Supplier
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Competency Example
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Capability Example
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Culture Example
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Benefits
• Creates an objective, independent evidence base to establish “capability reputation” for all players in projects
• Standardised, comparable scoring mechanism with counterpart purchaser-provider, in real world project context‣ Both benchmarking and capability maturity (P3M3)
‣ Highlights relative strengths/weaknesses in relationship or program delivery
• Contextual: scores relative to complexity (size, scope, risk …)
• Comprehensive process, fast and efficient
‣ Minimal resource impact, rapid turnaround
‣ Current, timely data available (“real time”)
• Complete picture of performance:
‣ competence, capability, capacity and commercial viability
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Applications
• Customer – supplier
• Purchaser – provider
• Shared services
• Policy – service delivery
• Internal collaboration
• …
• …
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Current participants
• Major government agencies
• Major vendors
• Large public sector shared services agency– With key vendors
– With key clients
• External supplier, internal systems integration
• Internal parties delivery policy and service delivery
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Questions?
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Acknowledgements
• OGC
– PRINCE2, ITIL and P3M3 are all trademarks of the UK Office of Government Commerce
– The Common Assessment Framework (CAF) is a methodology, parts of which C-Metrics has been given access to, on a shared IP basis
• Culture-Strategy Fit, Inc (Canada)
• Relevant ISO/Australian Standards & related practices
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