chaos manifesto 2012

8/21/2019 Chaos Manifesto 2012

1/64


2/64


3/64

CHAOS MANIFESTO 2012 3

!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1*4 4"(= & E&S(' /3-'#&4# /3

2'(S#-* 4.--#44 '&*#4B =/*" Qb_ () &>> 2'(S#-*4 4.--##6/3?

@6#>/0#'#6 (3 */E#B (3 5.6?#*B =/*" '#F./'#6 )#&*.'#4 &36

).3-*/(34AN cT_ =#'# -"&>>#3?#6 @>&*#B (0#' 5.6?#*B &36d

(' =/*" >#44 *"&3 *"# '#F./'#6 )#&*.'#4 &36 ).3-*/(34AN

&36 TJ_ )&/>#6 @-&3-#>>#6 2'/(' *( -(E2>#*/(3 (' 6#>/0#'#6

&36 3#0#' .4#6AI !"#4# 3.E5#'4 '#2'#4#3* &3 .2*/-G /3

*"# 4.--#44 '&*#4 )'(E *"# 2'#0/(.4 4*.6HI e((G/3? &* *"#

6/))#'#3-#4 5#*=##3 4.--#44).> 2'(S#-*4 &36 .34.--#44).>

2'(S#-*4 =# (54#'0#6 *"&* *"# 4.--#44).> 2'(S#-*4 #/*"#' "&6

& 4G/>>#6 #,#-.*/0# 42(34(' (' 6/6 3(* 3##6 & 4*'(3? #,#-.*/0# 42(34(' 4/3-# *"#H =#'# E('# E#-"&3/-&> 2'(S#-*4I

R* /4 *"/4 (54#'0&*/(3 *"&* >#6 .4 *( -'#&*# *"/4 42#-/&> !2345 678&91:)"I 9(=#0#'B /) H(. &'# >((G/3? )(' *"# *'&6/*/(3&

!2345 678&91:)"=/*" *"# JKK 5#4* 2'&-*/-#4B 2>#&4# 4## !2345 678&91:)" ,-..I V# 5#>/#0# /E2'(0#E#3* /3 *"#

4G/>>4 () *"# #,#-.*/0# 42(34(' /4 *"# 4/3?># E(4* /E2('*&3* )&-*(' *"&* =/>> /3-'#&4# 2'(S#-* 4.--#44I 1/,*HX4/, 2#'-#3*

() #,#-.*/0# 42(34('4 6( & 2((' S(5 &36 4"/'G *"#/' '#42(34/5/>/*/#4I 9(=#0#'B /* /4 3(* *"#/' )&.>*B 5#-&.4# 3( (3# "&4

?((6 #,#-.*/0# 42(34(' &36 "&4 *"# &5/>/*H *( *#4* #,#-.*/0# 42(34('4 (3 *"#4# 4G/>>4I

(=3#' () *"# 2'(S#-*I :4 (=3#' () *"# 2'(S#-*B *"# ).>> =#/?"* &36 '#42(34/5/>/*/#4 () /*4 4.--#44 (' )&/>.'# )&>> 4F.&'#>H

(3 "/4 (' "#' 4"(.>6#'4I :4 9&''H !'.E&3 &6#2*>H 4*&*#6B [!"# 5.-G 4*(24 "#'#I\ !"/4 "&4 3#0#' 5##3 *'.#' )(' *"#

#,#-.*/0# 42(34(' () & 2'(S#-*I R* /4 .3)('*.3&*# *"# =('6 [42(34('\ 6#3(*#4 & '&*"#' "&364X()) &22'(&-" (' 5#/3?

6/4*&3-#6 )'(E *"# &-*.&> "&36X*(X"&36 -(E5&* 3##6#6 *( 5'/3? & 2'(S#-* *( & 4.--#44).> '#4(>.*/(3I !"#'# -&3 5#

3( 6/4*&3-# 5#*=##3 *"# 2'(S#-* '#4(>.*/(3 &36 *"# 42(34('I

R3 E&3H () *"# :?/># E#*"(6(>(?/#4 *"# =('6 [(=3#'\ (' [2'(6.-* (=3#'\ /4 .4#6 /3 2>&-# () (' /3 -(3S.3-*/(3

=/*" #,#-.*/0# 42(34('I !"# =('64 [(=3#'B\ [-.4*(E#'B\ (' [-&2*&/3\ E/?"* 5# E('# &22'(2'/&*#I R3 *"# M'(S#-*

a&3&?#E#3* R34*/*.*#Z4 5((G 5&)@7)&"87> 5#"8:"%:( "9 K%"L1;): 78< K%"'%7C:G 38 IC#&%&;7> M1F&1EB *"# &.*"('4

4.??#4* 6'(22/3? [#,#-.*/0#\ &36 S.4* .4/3? [42(34('I\ !"# '&*/(3&># /4 *"&* *"# 42(34(' 6(#4 3(* 3##6 *( 5# &3

#,#-.*/0#I V"/># *"/4 /4 *'.#B /* E&G#4 *"# 2'(5>#E =('4#I !"# 42(34(' E&H 3(* 5# &3 #,#-.*/0# () *"# ('?&3/W&*/(3B

5.* "# (' 4"# /4 *"# -"/#) #,#-.*/0# () *"# 2'(S#-*I !"# =('6 [#,#-.*/0#\ 4HE5(>/W#4 & "/?"#' >#0#> () '#42(34/5/>/*H

*"&3 S.4* [42(34('I\ !"# #,#-.*/0# 42(34('B )(' 5#**#' (' =('4#B (=34 *"# (.*-(E#I

RESOLUTION

M'(S#-* '#4(>.*/(3

'#4.>*4 )'(E 89:;1

'#4#&'-" )(' H#&'4

TKKT *( TKJKI

M'(S#-* '#4(>.*/(3

)'(E TKJK 89:;1

'#4#&'-"I

CHAOS RESOLUTION

2002 2004 2006 2008 2010

Successful Qc_ Tf_ QU_ QT_ Qb_

Challenged UJ_ UQ_ c^_ cc_ cT_

Failed JU_ JO_ Jf_ Tc_ TJ_

Successful

Challenged

Failed

37%

42%

21%


4/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1# )(' *"# 4.--#44 &36 )&/>.'# () *"# 2'(S#-*I V# ?/0# #,#-.*/0# 42(34('4"/2Jf 4.--#44 2(/3*4I

User Involvement: 89:;1 '#4#&'-" ->#&'>H 4"(=4 *"&* 2'(S#-*4 *"&* >&-G .4#' /30(>0#E#3* 2#')('E 2(('>HI Y4#'

2&'*/-/2&*/(3 "&4 & E&S(' #))#-* (3 2'(S#-* '#4(>.*/(3N /3 )&-*B =# ?/0# /* JO () (.' 4.--#44 2(/3*4I

Clear Business Objectives: !"# E(4* /E2('*&3* /3?'#6/#3* /3 *"# 2'(S#-* /4 *"# 5.4/3#44 (5S#-*/0#4I !"# 2'(S#-*

E.4* &>/?3 *"# ('?&3/W&*/(3Z4 ?(&>4 &36 4*'&*#?HB ="/-" /4 ="H 5.4/3#44 (5S#-*/0#4 ?#* JU () *"# 4.--#44 2(/3*4I

Emotional Maturity: !"/4 '#)#'4 *( *"# #E(*/(3&> 4*&*# () *"# 2'(S#-* #30/'(3E#3*I M'(S#-*4 ?#* '#4(>0#6 =/*"/3 *"#

#-(4H4*#EN & "#&>*"H #-(4H4*#E 2'(6.-#4 E('# 4.--#44).> 2'(S#-*4I +E(*/(3&> E&*.'/*H &--(.3*4 )(' JT 4.--#44

2(/3*4I

Optimization:

2'(S#-* (2*/E&>I !"/4 /3->.6#4 4-(2#B *#&E 4/W#B 42(34('4"/2B &36 2'(-#44I ;2*/E/W&*/(3 ?#*4 JJ 4.--#44 2(/3*4I

Agile Process:

&36 #,#-.*/0# 4.22('* 4.--#44 )&-*('4I V# ?/0# /* f 4.--#44 2(/3*4I

Project Management Expertise: !"/4 /4 #44#3*/&> *( -(3*'(>>/3?

*"# 2'(?'#44/(3 () *"# 2'(S#-* &36 *"# -(>>&5('&*/(3 () *"#

4*&G#"(>6#'4 &36 *#&E E#E5#'4I M'(S#-* E&3&?#E#3* #,2#'*/4#

&--(.3*4 )(' ^ 4.--#44 2(/3*4 (.* () JKKI

Skilled Resources: R3 *"# #/?"*" 2(4/*/(3 &36 =/*" (3>H U 4.--#44

2(/3*4B /* E&H 4##E *"&* 4G/>>#6 '#4(.'-#4 ?#*4 3( '#42#-*B 5.* *"&*

/4 3(* *'.#I : 2'(S#-* /4 E&6# .2 () 2#(2>#B &36 4.--#44 /4 (3 *"#/'

4"(.>6#'4I

Execution: !"/4 #3-(E2&44#4 2'(-#44 &36 ?(0#'3&3-# -(3*'(>4I R)

6(3# '/?"* *"#H -&3 "#>2 =/*" 4.--#44B 5.* &>> *(( ()*#3 ('?&3/W&*/(34

2.* *(( E.-" '#>/&3-# (3 *"#E &36 >(4# 4/?"* () *"# ?(&>I V# ?/0#

#,#-.*/(3 c 2(/3*4I

Tools and Infrastructure: !"#H -&3 "#>2 & 2'(S#-* 4.--##6B 5.*

>/G# &3H *((> *"#H -&3 &>4( ".'*I ;'?&3/W&*/(34 E.4* 5# #,*'#E#>H

-&'#).> 3(* *( '#>H *(( E.-" (3 *((>4 )(' & 2'(S#-*Z4 4.--#44I V# ?/0#

*"/4 )&-*(' (3>H J 2(/3*I

FACTORS OF SUCCESS POINTS

Executive Management Support Jf

User Involvement JO

Clear Business Objectives JU

Emotional Maturity JT

Optimization JJ

Agile Process f

Project Management Expertise ^

Skilled Resources U

Execution c

Tools and Infrastructure J


5/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1#,/*H a&*'/,

@18aA H(. -&3 E&*-" *"# #,#-.*/0# 42(34('Z4 4G/>> >#0#> =/*" *"#

2'(S#-*Z4 -"&'&-*#'/4*/-4I !"# +,#-.*/0# 12(34(' :44#44E#3* =/>>

2'(0/6# H(. =/*" & *(*&> 4-('# )(' *"# #,#-.*/0# 42(34('B )'(E JKK *(

JBKKKI !"# 18a &>4( 2'(0/6#4 & 4-('# )'(E JKK *( JBKKKI Y4/3? *"/4B

*"# #,#-.*/0# 4"(.>6 &0(/6 42(34('/3? 2'(S#-*4 =/*" & "/?"#' 4-('#

*"&3 "/4 (' "#' /36/0/6.&> 4-('#I

!"# 1/W#X8(E2>#,/*H a&*'/, 2'(0/6#4 & ?./6#>/3# )(' -&*#?('/W/3? &

2'(S#-* /3 ('6#' *( &44#44 /) &3 #,#-.*/0# 42(34(' -&3 *&G# (3 *"#

2'(S#-* (' &3 &66/*/(3&> 2'(S#-*I !"# 18a .4#4 & UX2(/3* 4-&># )(' 5(*"

4/W# &36 -(E2>#,/*HI !"# >(=#4*X2(/3* 2'(S#-* /4 & 4/E2>#B 4E&>> 2'(S#-*

&36 =(.>6 5# '#2'#4#3*#6 &4 & 8J1J &36 "&0# JKK 2(/3*4I !"# >&'?#4*

&36 E(4* -(E2>#, 2'(S#-* =(.>6 5# & 8U1U &36 "&0# JBKKK 2(/3*4I

!"# 4/W# -(E2(3#3* /4 & /*#E 4#>#-*/(3 *"&* "&4 *=( *&5>#4I !"# *(2

*&5># .4#4 >&5(' -(4*I 1*&36/4" (3>H .4#4 >&5(' -(3*#3* *( E#&4.'#

4/W#B *"#'#)('# ="#3 4#>#-*/3? *"# 2'(S#-* 4/W# /3 *"# *&5># .4# 3('E&>

YI1I >&5(' '&*#4I !"# 5(**(E *&5># .4#4 *#&E 4/W#I !"# .4#' -&3

*&G# *"# &0#'&?# () 5(*" *&5>#4 (' 4#>#-* *"# "/?"#4* (' >(=#4* *&5>#I

D#E#E5#' *"#4# &'# ?./6#>/3#4B 3(* '.>#4I

!"# -(E2>#,/*H -(E2(3#3* /4 &3 &66/*/(3 ).3-*/(3I !"# .4#' &664

&**'/5.*#4 /3 #&-" *&5>#I !"# .4#' -&3 .4# *"# &0#'&?# () 5(*" *&5>#4

(' 4#>#-* *"# "/?"#4* (' >(=#4* *&5>#I 8(E2>#,/*H -&3 &66 .2 *( E('#

*"&3 U 2(/3*4B 5.* /* 6#)&.>*4 5&-G *( U &4 *"# E&,/E.E -(E2>#,/*HI

;3-# H(. "&0# -&>-.>&*#6 *"# 4/W# &36 -(E2>#,/*HB *"# 1/W#X8(E2>#,/*H a&*'/, -&3 5# .4#6 *( &44/?3 =('GB '/4GB ('

#0#3 *( E(0# )('=&'6 =/*" *"# 2'(S#-*I

SIZE-COMPLEXITY MATRIX (SCM) FOR EXECUTIVE SPONSORS

!"/4 E&*'/, 2'(0/6#4 & ?#3#'&> ?./6#>/3# &4 *( "(= E.-"5.'6#3 *"# 4#3/(' #,#-.*/0# 42(34(' -&3 E&3&?#I :3

&0#'&?# 4#3/(' #,#-.*/0# 42(34(' -&3 (3>H E&3&?# & *(*&>

() QTU @18aA 2(/3*4 &* &3H (3# */E#B (' *"# ?'##3 W(3#I ]('

*"# H#>>(= W(3#B & ?((6 &36 #))#-*/0# #,#-.*/0# 42(34(' /4

'#F./'#6I !"# '#6 W(3# 4"(.>6 5# &0(/6#6 &36 5'(G#3 /3*(

E&3&?#&5># 2'(S#-*4 (0#' E.>*/2># #,#-.*/0# 42(34('4I

COMPLEXITYC1 C2 C3 C4 C5

SIZE

S1 JKK TUK cKK UUK bKK

S2 JbU QTU cbU ^TU bbU

S3 TUK cKK UUK bKK OUK

S4 QTU cbU ^TU bbU fTU

S5 cKK UUK bKK OUK JKKK

Size

Select

Points

Y36#' gJ E/>>/(3 >&5(' J

gJ E/>>/(3 *( gQ E/>>/(3 T

gQ E/>>/(3 *( g^ E/>>/(3 Q

g^ E/>>/(3 *( gJK E/>>/(3 c

;0#' gJK E/>>/(3 U

^ (' )#=#' *#&E E#E5#'4d

E(3*"4

J

^ *( JT *#&E E#E5#'4dE(3*"4 T

JT *( Tc *#&E E#E5#'4dE(3*"4 Q

Tc *( UK *#&E E#E5#'4dE(3*"4 c

;0#' UK *#&E E#E5#'4dE(3*"4 U

Complexity Add Points

L&4# J

L'#&G/3? 3#= ?'(.36 J

J

a.>*/2># *#&E >(-&*/(34 J

a.>*/2># 4*&G#"(>6#' >(-&*/(34 J

L&4# J

L'#&G/3? 3#= ?'(.36 J

C/0#'4# .4#' (5S#-*/0#4 JY3-((2#'&*/0# 2##'4 T

Y3-((2#'&*/0# 4*&G#"(>6#'4 Q


6/64


7/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1# () 2(4/*/0# (' 3#?&*/0#I !"# 2'()#44/(3&>/4E &36 &**/*.6# () *"# #,#-.*/0#

42(34(' =/>> 5# *'&34)#''#6 *( (*"#' E#E5#'4 () *"# *#&EB '#4.>*/3? /3 #/*"#' & E(*/0&*#6X)('X4.--#44 *#&E (' &3

/3)#-*#6 ?'(.2 6((E#6 )(' )&/>.'#B\ 4&/6 8R; &36 ]C: -(E2>/&3-# -(34.>*&3* >#HI !"&* /4 ="H =# -'#&*#6 *"#

+,#-.*/0# 12(34(' :44#44E#3*I !"# +,#-.*/0# 12(34(' :44#44E#3* /4 & 4#>)X&6E/3/4*#'#6 #,&E/3&*/(3 &36 /4

6/4*/3-* &'#&47 2#'4(3&>/*HB #,2#'/#3-#B &36 4G/>>4I

.4/3? *"# 8&2*&/3 1-&>#I [R *"/3G *"# 6/))#'#3-# 5#*=##3 & ?((6 #,#-.*/0# 42(34(' &36 & 2((' #,#-.*/0# 42(34('

-(E#4 6(=3 *( *"# 6#?'## () #3*".4/&4EI !"# 4.--#44).> 2'(S#-*4 *"&* R "&0# 4##3 &>> "&6 &3 #3*".4/&4*/- #,#-.*/0#

42(34('I !"(4# 42(34('4 =&3*#6 *"# 2'(S#-*B =&3*#6 *( 4## /* 4.--##6B &36 =('G#6 *( "&0# /* 4.--##6I +,#-.*/0#

&* ]/6#>/*H R30#4*E#3*4I

!"# 4#-(36 2&'* () *"# *#4* >((G4 &* H(.' #,2#'/#3-#4I !"/4 /3->.6#4 2'(S#-*4 H(. =('G#6 (3 &4 &3 #,#-.*/0# 42(34('

&36 (*"#' &**'/5.*#4 &'(.36 H(.' #,2#'/#3-#4I [R "&0# 5##3 (3 E&3H 2'(S#-* *#&E4I R "&0# 4##3 & '&3?# () #,#-.*/0#

42(34(' -(E2#*#3-H >#0#>4B )'(E *"# 0#'H 5&6 *( *"# 0#'H ?((6B\ 4&/6 e&''H ]>#E/3?B R! 4#3/(' E&3&?#'I [;3 *"#

#,*'#E# 5&6 4/6# 4#3/(' E&3&?#E#3* "&4 & 0&?.# /6#& () ="&* *"#H =&3*I !"#H &22'(&-" R! =/*" *"#/' /6#& &36 4&H

iV# 3##6 *"/4 4(>.*/(3B 4( 4## ="&* H(. -&3 6( &36 >#* .4 G3(=IZ !"#3 *"#H =&>G &=&H &36 H(. 3#0#' "#&' )'(E *"#E

&?&/3B 5.* *"#H ?/0# H(. 4/, E(3*"4 (' 4(E# .3'#&4(3&5># */E# )'&E# *( -(E2>#*# *"# 2'(S#-*I\

!"# *"/'6 &'#& () *"# &44#44E#3* 2'(0/6#4 *"# UK 4#-'#*4 *( 5#/3? & ?((6 #,#-.*/0# 42(34('I [R )(.36 *"&* E(4*

#))#-*4 (3 *"# 2'(S#-*4B ="#*"#' /* 5# 2(>/*/-&>B ('?&3/W&*/(3&>B (' 4/E2>H )'(E & 2'(S#-* 2#'42#-*/0#B\ 4&/6 j/E

&36B 8R;B Ma; 6/'#-*('B &36 6#2.*H '#?/4*'&' () a(*(' `#"/->#4 )(' *"# 8(EE(3=#&>*" () a&44&-".4#**4I

!"# )(>>(=/3? UK 4#-'#*4 =#'# 6#0#>(2#6 )'(E *"# TK H#&'4 () 89:;1 '#4#&'-"B 5.* *"# ('6#' () /E2('*&3-# =&4

6#0#>(2#6 )'(E *"# C:D!1 4.'0#HI !"# )(>>(=/3? &'# *"# UK 4#-'#*4 *( 5#/3? &3 #,#-.*/0# 42(34(' /3 '&3G ('6#' ()

/E2('*&3-#I

GOOD EXECUTIVE SPONSORS

R! #,#-.*/0#4 =#'# &4G#6 ="&* 2#'-#3*&?# ()

*"#/' 2'(S#-*4Z #,#-.*/0# 42(34('4 G3(= "(=

*( 5# ?((6 #,#-.*/0# 42(34('4I !"#/' &34=#'4

/36/-&*# *"&* (3>H QQ_ () #,#-.*/0# 42(34('4

&'# -(34/6#'#6 ?((6N *"#'#)('#B ^b_ &'# 3(*

?((6 #,#-.*/0# 42(34('4I

None

About one-quarter

About three-quarters

About one-half

All

19%

38%

36%

6%

1%


8/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1H &5(.* *"# 2'(S#-* &36 *"# ?(&>4 () *"# 2'(S#-*I 1(B *"# F.#4*/(3 /4 4/E2>#I 9(= 4G/>>#6 &'# H(. &* ?&/3/3? &3

.36#'4*&36/3? () ="&* /342/'#4 H(.' 2'(S#-* *#&Ek

4*&G#"(>6#'4kZ !"&* /4 #,&-*>H 5&-G=&'6I !"# F.#4*/(3 4"(.>6 5#B i9(= 6( H(. .36#'4*&36 ="&* E(*/0&*#4

4*&G#"(>6#'4kZ !"&* (3# *((G E# & >(3? */E# *( >#&'3I R &E 4.'# H(. "&0# 4##3 *"# 4*.6/#4 *"&* 4"(= E(3#H 6(#4

&36 *#&E E#E5#'4I !"#3 H(. ?#&' *"# 2'(S#-* *( *&G# &60&3*&?# () *"(4# E(*/0&*/(34B\ 4&/6 D/-"&'6 a&'G 1(>#HB

-"&/'E&3 &36 8+; () *"# ;5S#-* a&3&?#E#3* P'(.2I

!"# #,#-.*/0# 42(34(' "&4 *( "&0# & 6##2 5#>/#) /3 &36 -(30/-*/(3 )(' *"# ?(&>4 () *"# 2'(S#-*I [M&44/(3 /4 G#H )('

5#/3? & 4.--#44).> #,#-.*/0# 42(34('I !"# =&H *"# #,#-.*/0# 42(34(' /4 2#'-#/0#6 =/>> -&''H (0#' *( *"# *#&E &36

*'&34>&*#4 6/'#-*>H *( *"# *#&E &36 4*&G#"(>6#'4I !"# #,#-.*/0# 42(34(' 3##64 *( -(34*&3*>H E(*/0&*# *"# *#&EI

M#(2># >((G *( "/E (' "#' *( ?#* *"# 2'(?'&EE/3? &36 ).36/3? ?(/3? &36 '.3 /3*#')#'#3-# ="#3 *"#'# &'# 2'(5>#E4B\

4&/6 a/G# 1>#6?#B 8+; () D(55/34XP/(/&I

1(>#H 2(/3*4 (.* *"&* E(*/0&*/(3 -&3 ()*#3 5# ('*"(?(3&> &36 4.??#4*4 E&G/3? 4.'# *"&* *"# 4*&G#"(>6#'4 ?#* (.*

() /* ="&* *"#H 3##6 *( ?#* (.* () /*I [%(. G3(= 4(E# *#&E4 /3 *"# 4()*=&'# /36.4*'H S.4* =&3* *( "&0# & 2'(6.-* *"&*=('G4I ;*"#' *#&E4 =&3* *( ?#* *"# 4()*=&'# 4"/22#6 5H & 4"/2 6&*#I !"# F.&>/*H 6/))#'#3-# 5#*=##3 *"(4# *=( *#&E4

/4 #,-#2*/(3&>>H 6/))#'#3*B\ 4&/6 1(>#HI ;3 *"# (*"#' "&36B 1>#6?# 4&/6 /) *"# *#&E 4#34#4 *"&* *"# #,#-.*/0# 42(34('

/4 S.4* ?(/3? *"'(.?" *"# E(*/(34B /* "&4 & E&S(' 3#?&*/0# /E2&-* (3 *"# 2'(S#-*I R) *"# #,#-.*/0# 42(34(' /4 3(* 4##3

&4 '#&>>H -&'/3? &5(.* *"# 2'(S#-*B *"# *#&E &36 4*&G#"(>6#'4 =/>> -(3->.6# *"&* *"#H 6(3Z* '#&>>H 3##6 *( -&'# #/*"#'I

IMPORTANCE OF INSPIRING THE TEAM

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# "(= /E2('*&3*

/* /4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *(

E&4*#' &3 .36#'4*&36/3? () ="&* /342/'#4 *"#

2'(S#-* *#&EI

Highly Important

Important

Not Important

Somewhat Important

58%

31%

9%

2%


9/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1>#6 &'# H(. &* G3(=/3? &36 ?&/3/3? &3 .36#'4*&36/3? () "(= *"# .4#'4 =/>> .4# *"#

2'(S#-*Z4 4(>.*/(3k

+E2&*"HB *"# &5/>/*H *( .36#'4*&36 4*&G#"(>6#'4Z #E(*/(34 &36 )##>/3?4B /4 G#H *( .36#'4*&36/3? "(= .4#'4 =/>> .4#

*"# 4(>.*/(3I M'(S#-* *#&E4 *"&* 3(* (3>H -&3 =&>G /3 *"# .4#'4Z 4"(#4B 5.* &>4( )##> *"# ?'(.36 5#3#&*" *"#/' )##* =/>>

5# *.3#6 /3I M'(S#-* *#&E4 *"&* "&0# #E2&*"#*/- E&*.'/*H &''&3?# )(' -(?3/*/0# 4*'.-*.'&> 6#0#>(2E#3* *( &66'#44

.4#'4B ?&/3/3? -(34#34.4B &36 2#')('E/3? 2'/E&'H '#4#&'-"I 9(=#0#'B *"/4 /4 S.4* *"# 5#?/33/3?B 3(* *"# #36I 1/3-#

H(. &'# 5./>6/3? & 3#= 4H4*#EB *"# #E2&*"H /4 (3 "(= *"# .4#'4 =/>> &6&2* &36 &--#2* & 3#= 4H4*#E *"&* *"#H "&0#

3(* 4##3I

>/-#34# &36 0#"/-># '#?/4*'&*/(3I R 6#-/6#6 =# 3##6#6 *( /E2'(0# 4#'0/-# &36B "(2#).>>HB '#6.-# -(4*4 &* *"# 4&E#

*/E#I :>*"(.?" R "&6 E&3H H#&'4 &4 & -.4*(E#'B R "&6 0#'H >/**># .36#'4*&36/3? () ="&* *"# ->#'G4 6/6 5#"/36 *"#

="&* /* *((G *( 6( *"#/' S(5I R 42#3* & -(.2># () =##G4 5#"/36 *"# -(.3*#' >#&'3/3? *"# '(2#4 (3 3#= '#?/4*'&*/(34B

'#3#=&>4B >/-#34/3?B &36 4.42#34/(34B\ 4&/6 *"# 8(EE(3=#&>*" () a&44&-".4#**4Z &36I

R3 *"#/' 5((G 0@81< A8B &.*"('4 8'&/? 1*.>>B M"/> aH#'4B &36 C&0/6 a##'E&3 1-(** 4.??#4* H(. -'#&*# & [5.H#'

2#'4(3&B\ ="/-" H(. -(.>6 *'&34>&*# /3*( & [.4#' 2#'4(3&I\ 9&0/3? & .4#' 2#'4(3& =(.>6 "#>2 H(. .36#'4*&36 *"#

*'.# 3##64 () *"# 6/))#'#3* 4*&G#"(>6#'4 /3 ('6#' *( &66'#44 *"#/' '#F./'#E#3*4 E('# #))#-*/0#>HI &36 4&/6 "#

>#&'3#6 "(= *( 6#&> =/*" >#&'3#' 2#'E/*4 &36 */-G#*4I e((G/3? )'(E *"# -(.3*#' (.*=&'6 H(. ?#* &3 #3*/'#>H 6/))#'#3*

2#'42#-*/0# *'H/3? *( 6#&> =/*" *"# )'.4*'&*/(34 () *"# -.4*(E#'I :3 #,#-.*/0# 42(34(' 3##64 *( .36#'4*&36 *"#

2'(-#44 () "(= *"/3?4 '#&>>H ?#* 6(3# /3 ('6#' *( E&G# 0/&5># -"&3?#4I

SOLUTION USE SKILL LEVEL

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"# 4G/>>

>#0#> () *"#/' 2'(S#-* #,#-.*/0# 42(34('4 /3

.36#'4*&36/3? "(= *"# .4#' =/>> .4# *"#

4(>.*/(3I

Highly Skilled

Skilled

Not Skilled

Moderately Skilled

23%

35%

35%

7%


10/64

CHAOS MANIFE STO 2012 10

!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F16 "&0# 5&4/- )&E/>/&'/*H =/*" H(.' ('?&3/W&*/(3Z4 2'(S#-* E&3&?#E#3* 2'(-#44I ](' #,&E2>#B H(. 4"(.>6

G3(= /) *"# 2'(S#-* (' 2'(S#-*4 H(. &'# 42(34('/3? =/>> 5# 6#0#>(2#6 &36 #,#-.*#6 .36#' *"# =&*#')&>> E#*"(6 (' *"#

:?/># 2'(-#44I R) H(.' ('?&3/W&*/(3 /4 .4/3? *"# 1-'.E *#-"3/F.# H(. E/?"* =&3* *( .36#'4*&36 >#&3 E#*"(64I %(.

E/?"* =&3* *( 2'(5# ="H 2'(S#-*4 &'# 5#/3? 6(3# .4/3? *"#4# E#*"(64 &36 ="&* *"# 4.--#44 '&*#4 &'# )(' 4/E/>&'

2'(S#-*4I 9(= 4G/>>#6 &'# H(. &* G3(=/3? &36 ?&/3/3? &3 .36#'4*&36/3? () H(.' 2'(S#-* E&3&?#E#3* 2'(-#44k

.2 =/*" &>> 4/, 4()*=&'# 6/0/4/(34I !"# 1(>&'/4 2'(S#-* =&4 *( /30(>0# OKK 2#(2># &36 *&G# *=( &36 & "&>) H#&'4I !"&*

2'(S#-* =&4 & "&>>E&'G )(' E# /3 ="&* =# &-*.&>>H "&6 *( 6(I L#)('# *"#3B 4()*=&'# "&6 '#2('*#6 *( "&'6=&'# &36 =#

"&6 4/, 0#'4/(34 () *"# 1.3;1B (3# )(' #0#'H "&'6=&'# *H2#I +0#'H #3?/3##' /3 *"# -(E2&3H *"(.?"* *"#H -(.>6 E&G#

-"&3?#4 *( *"# (2#'&*/3? 4H4*#E =/*"(.* )('E&> *#4*/3?I 1.3B >/G# P((?># *(6&HB #F.&*#6 2'(-#44 =/*" 5.'#&.-'&-H

&36 =&3*#6 3( 2&'* () /*B\ 4&/6 L/>> 8(>#E&3B )(.36#' &36 2'#4/6#3* () L+: 1H4*#E4 &36 & 0#3*.'# &3?#>I

&4 (=3#' () *"# 3#= 4()*=&'# 6/0/4/(3 =&4 *( -'#&*# *"# 4()*=&'# 6#0#>(2E#3* )'&E#=('G l1C]mB ="/-" =&4 '#&>>H

& ?'(.2 () 2'(-#44#4B 5.* =# G#2* *"&* & 4#-'#*I 1C] =&4 .4#6 .3*/> ;'&-># *((G (0#' *"# -(E2&3HI R* &>>(=#6 .4

#4*&5>/4"#6 /3 TKKJ *( /E2'(0# 2'(-.'#E#3* &36 2'(S#-* 4.--#44 =/*"/3 *"# L'/*/4" -#3*'&> ?(0#'3E#3*I

: G#H4*(3# 2'(?'&E =/*"/3 *"# ;P8 /4 *"# P&*#=&H M'(-#44I : G#H 2&'* () *"# ?&*#=&H 2'(-#44 /4 2##' '#0/#=4I !"#

;P8Z4 P&*#=&H D#0/#= M'(-#44 "&4 4/, ?&*#4I !"/4 =&4 >&*#' 6#0#>(2#6 &36 #0(>0#6 /3*( M'/3-#TI a&3H ('?&3/W&*/(34

:?/># 2'(-#44 E#*"(6(>(?/#4 5H *"#/' 4*H># &'#7 +,*'#E# M'(?'&EE/3?B ="/-" /4 4(-/&>>H -#3*'/-N 1-'.EB ="/-" /4

#3?/3##'/3? -#3*'/-N &36 DYMB ="/-" /4 *((> &36 E&3&?#E#3* -#3*'/-I V"/># & 5&4/- .36#'4*&36/3? () *"# 2'(S#-*

E&3&?#E#3* 2'(-#44 /4 /E2('*&3* )(' #,#-.*/0# 42(34('4B /* /4 E('# /E2('*&3* *"&* H(. 6( 3(* *&G# (3 *"# '(># &36

'#42(34/5/>/*/#4 () *"# 2'(S#-* E&3&?#'I

/4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *( E&4*#'

4G/>>4 () .36#'4*&36/3? *"# 2'(S#-* E&3&?#E#3*2'(-#44I Very Difficult

Difficult

Not Difficult

Somewhat Difficult

46%

17%

26%

11%


11/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F14I %(. &>4( 3##6 *( 5# ?(&>X)(-.4#6B ="/-" E#&34 "&0/3? & -#3*'&> 2(/3*

() &**#3*/(3 (3 & ->#&' (5S#-*/0#I : 2'(S#-* 4"(.>6 5# &3 #36#&0(' *"&* "&4 & -(3-'#*# (5S#-*/0# (' (5S#-*/0#4I !"#

#,#-.*/0# 42(34('B *"# 2'(S#-* *#&EB &36 &>> *"# 4*&G#"(>6#'4 4"(.>6 "&0# & -#3*'&> 2(/3* () &**#3*/(3 (3 & ->#&'

&36 .36#'4*&36&5># ?(&>I %(. 4"(.>6 &>4( E&G# 4.'# *"&* *"# 2'(S#-* ?(&>4 &'# &>/?3#6 =/*" *"# -('2('&*# ?(&>4I

+,#-.*/0# 42(34('4 ="( "&0# 4.22('*#6 2'(S#-*4 *"&* =#'# 3(* &>/?3#6 "&0# )(.36 *"#E4#>0#4 /3 2'#-&'/(.4

4/*.&*/(34I 9(= 4G/>>#6 &'# H(. &* 4#**/3? ?(&>4k

[:4 2'(S#-* E#3*('B *"# =('4* *"/3? H(. -&3 6( /4 *#>> *"# *#&E "(= *( 4(>0# *"#/' 2'(5>#E4I !"# 5#4* *"/3? *( 6( /4

"#>2 *"#E /6#3*/)H *"&* *"#H "&0# 2'(5>#E4 &36 /44.#4I %(. -&3 "#>2 6#0#>(2 4(>.*/(34 )(' *"#4# /44.#4B 5.* /* '#&>>H

"&4 *( 5# *"#/' '#4(>.*/(3B 5#-&.4# *"#H "&0# *( (=3 /* &36 E&G# /* =('GI R) *"#H *"/3G /* /4 H(.' 4(>.*/(3 *"#H -&3

5>&E# H(. /) /* 6(#4 3(* =('GI :4 *"# #,#-.*/0# 42(34('B H(. =&3* *"# *#&E *( (=3 *"# 4(>.*/(3I %(. -&33(* E&3&?#

*"#4# 2#(2>#N H(. "&0# *( -(&-" &36 ?./6# *"#EI !"#4# 2#(2># &'# 2'()#44/(3&>4I %(. 3##6 *( 2.* *(?#*"#' & *#&E

&36 6#>#?&*# '#42(34/5/>/*H &36 &.*"('/*HI !"# (3>H *"/3? R -&3 E&3&?# /4 EH */E#N (*"#'=/4# R &E E/-'(E&3&?/3?B\

4&/6 0#3*.'# &3?#> 8(>#E&3I

R* /4 /E2#'&*/0# *"&* &3 #,#-.*/0# 42(34(' ?#* #0#'H(3# *( "&0# *"# 4&E# .36#'4*&36/3? () *"# 2'(S#-*Z4 5.4/3#44

(5S#-*/0#4 &36 ?(&>4I +&-" 4*&G#"(>6#' =/>> "&0# "/4 (' "#' (=3 *"(.?"*4 &36 3#= /6#&4 &5(.* *"# 2'(S#-*I 9(=#0#'B

/* /4 /E2#'&*/0# *"&* #0#'H(3# 5# (3 *"# 4&E# 2&?#I C/0#'?#3* ?(&>4 -&3 -&.4# *"# 2'(S#-* *( (0#''.3 /*4 5.6?#* &36

4-"#6.># (' #0#3 2'#0#3* -(E2>#*/(3I

;3# () *"# =&H4 *( ?#* #0#'H(3# (3 *"# 4&E# 2&?# &36 "&0# & 4"&'#6 5.4/3#44 .36#'4*&36/3? /4 *( #30/4/(3 *"#

4"(.>6 "&0# & S(/3* 5.HX/3 () *"/4 5.4/3#44 2>&3I +&-" () *"# 4*&G#"(>6#'4 3##64 *( "&0# & 4"&'#6 5.4/3#44

.36#'4*&36/3?B &36 *"&* 5.4/3#44 .36#'4*&36/3? E.4* 4.22('* *"# ('?&3/W&*/(3Z4 -('2('&*# 0/4/(3I

IT INFLUENCE IN SETTING GOALS

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"#/' R!

#6.-&*/3? *"# 2'(S#-* #,#-.*/0# 42(34('4 /3

4#**/3? ?(&>4I Highly Skilled

Skilled

Not Skilled

Moderately Skilled53%

12%

28%

7%


12/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1> >#0#>B 5.* ()*#3 *"# 2'(S#-* E&3&?#' -&33(* ?#* *"# '#F./'#6 '#4(.'-#4I !"#

2'(5>#E /4 *"#'# /4 ()*#3 & E/4E&*-" 5#*=##3 *"# &0&/>&5># 4G/>>4 &36 *"# 4G/>>4 3##6#6 *( -(E2>#*# & 2'(S#-*I !"#

5# 0#'H "#>2).> /3 6#-/4/(3XE&G/3? '#?&'6/3? '#4(.'-# &>>(-&*/(3I 9(= 4G/>>#6 &'# H(. &* ?#**/3? *"# 3##6#6 2'(S#-*

'#4(.'-#4k

1.--#44).> 2'(S#-*4 3##6 4E&'*B *'&/3#6 2#(2>#I !"# ".E&3 '#4(.'-#4 -(E2(3#3* () [a&3&?#E#3* JKJ\

-(E2#*#3-HI ]/'4*B /6#3*/)H *"# '#F./'#6 -(E2#*#3-/#4 &36 &>*#'3&*/0# 4G/>>4I 1#-(36B 2'(0/6# & ?((6B -(3*/3.(.4

*'&/3/3? 2'(?'&E *( #3"&3-# *"# 4*&)) 4G/>>4I !"/'6B '#-'./* 5(*" /3*#'3&>>H &36 #,*#'3&>>H *( 2'(0/6# & 5&>&3-# ()

#,2#'/#3-#4I ](.'*"B 2'(0/6# *"# '/?"* /3-#3*/0# *( E(*/0&*# *"# 4*&))I ]/3&>>HB #34.'# *"# 4*&)) /4 2'(S#-*X)(-.4#6I

[!"# #,#-.*/0# 42(34(' "&4 ?'#&* >#0#'&?#I ](' #,&E2>#B /) R! /4 /E2>#E#3*/3? & 8Da &36 *'/#4 *( *#>> *"# 4&>#4 ?'(.2

*"#H 3##6 *( 5((G *"# ('6#' *"'(.?" *"# 3#= 8DaB *"# 4&>#42#'4(3 =/>> -(E# 5&-G &36 4&HB i9#HB ="&* 6( H(. =&3*

E# *( 6(B 4#>> (' 2>&H -(E2.*#' (2#'&*('kZ !"# `M () 4&>#4B &4 #,#-.*/0# 42(34('B -&3 *#>> *"# 4&>#42#'4(3 "# (' 4"#

3##64 *( 6( 5(*"I !"# `M () 4&>#4 -&3 *#>> *"# 4&>#42#'4(3 *"&* /) "# (' 4"# 6(#4 3(* 5((G *"# 4&># *"'(.?" *"# 3#=

8Da 4H4*#E /* =/>> 3(* 5# '#-(?3/W#6 )(' -(EE/44/(3I !"&* /4 4(E#*"/3? &3 R! 2#'4(3 (' 2'(S#-* E&3&?#' -&33(* 6(I

1.-" &3 #,&E2># /4 & -(EE(3 #0#3* /3 *"# -H-># () & 2'(S#-*B\ 4&/6 LI e## j(3#4B &3 #,2#'/#3-#6 &36 4#&4(3#6 8R;I

!"# #,#-.*/0# 42(34(' 4"(.>6 "#>2 #34.'# *"# 4G/>>4 () *"# *#&E E&*-" *"# 3##64 () *"# 2'(S#-*I !( #34.'# &

-(E2#*#3* 4*&))B *"# 2'(S#-* E&3&?#' E.4* .36#'4*&36 *"# 2'(S#-*B =/*" ?./6&3-# )'(E *"# #,#-.*/0# 42(34('I !"#

2'(S#-* E&3&?#' 4"(.>6 G3(= *"# '&3?# () &-*/0/*/#4 *( 5# .36#'*&G#3 /3 *"# 2'(S#-* &36 5# &5># *( E&*-" 4G/>>4 =/*"

*"(4# &-*/0/*/#4I 8#'*&/3>H *"# 2'(S#-* =/>> 3##6 & 0&'/#*H () '#4(.'-#4B 2(44/5>H & 2'(S#-* #,#-.*/0#B &3 &6E/3/4*'&*('B

*#-"3/-&> '#4(.'-#4B &36 *#4*#'4I !"# -"&>>#3?# -(34/4*4 () 2'(2#'>H /6#3*/)H/3? *"# '#F./'#6 -(E2#*#3-/#4B *"#

IMPORTANCE OF UNDERSTANDING THE PROJECT RESOURCES

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# "(= /E2('*&3*

/* /4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *(

E&4*#' 4G/>>4 () .36#'4*&36/3? *"# 3##6#62'(S#-* '#4(.'-#4I

Highly Important

Important

Somewhat Important

51%42%

7%


13/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1>#3-#I

SECRET 6: PROMOTE EXCELLENCE

%(.B &4 *"# #,#-.*/0# 42(34('B &'# '#42(34/5># )(' 6'/0/3? *( & "/?"XF.&>/*H (.*-(E#I R* /4 .2 *( H(. *( 6#E&36 *"#

E(4* 2(4/*/0# F.&>/*/#4 &36 2#')('E&3-#I R* /4 .2 *( H(. *( /34*/>> & 4*'(3? 6#4/'# *( #,#-.*# *"# *&4G4 &36 =('G =/*"/3

& 2'(S#-*B 2'(?'&EB (' #-(4H4*#E *( 2'(6.-# &3 #,-#>>#3* 2'(6.-* (' 4#'0/-#I %(. E.4* 3#0#' 4#**># )(' E#6/(-'/*HI

%(. E.4* -(3*/3.&>>H '#/3)('-# H(.' -(EE/*E#3* *( F.&>/*H &36 #,-#>>#3-#I %(. E.4* '#E(0# *"# 2"'&4# [R*Z4 ?((6

#3(.?"\ )'(E *"# *#&E &36 -(EE.3/*H 0(-&5.>&'HI R* /4 3#0#' S.4* ?((6 #3(.?"n R3 #&-" &36 #0#'H E##*/3? H(. 3##6

*( 4*'#44 & -(EE(3 E#44&?# () #,-#>>#3-# *"'(.?"(.* *"# 2'(S#-* -(EE.3/*HI 9(= 4G/>>#6 &'# H(. &* 2'(E(*/3?

#,-#>>#3-#k

: 4.2#'/(' #,#-.*/0# 42(34(' /4 4(E#(3# ="( "&4 & ?'#&* &**/*.6# =/*" & 4*'(3? 6#4/'# *( 4.--##6B & 2'()(.36

4#34# () &--(E2>/4"E#3*B &36 *"# &5/>/*H *( 2'(6.-# & "/?"XF.&>/*H 2'(6.-* )(' *"# ('?&3/W&*/(3I : 4.2#'/(' #,#-.*/0#

42(34(' #,"/5/*4 *"# *'&/*4 () 4#>)X2'/6#B -&'#4 &5(.* *"# *#&EB /4 -(3-#'3#6 &5(.* *"# F.&>/*H &36 0&>.# () *"#

2'(S#-*B &36 /4 6'/0#3 *( 2'(6.-# & 4.2#'/(' 2'(6.-* *"&* *"# -(EE.3/*H =/>> '#&6/>H &--#2*I :3 &66/*/(3&> #>#E#3*

*"&* 2'(E(*#4 & 4.2#'/(' (.*-(E# /4 *"# 4#'/(.4 2.'4./* () 2#')#-*/(3 )(' *"# )#&*.'#4B ).3-*/(34B 2'(?'&E4B &36

*/E/3? () *"# #-(4H4*#E ?(&>4 (' (5S#-*/0#4I R* /4 '#-(EE#36#6 *"&* H(. 4.''(.36 H(.'4#>) =/*" 4*&G#"(>6#'4 &36

*#&E E#E5#'4 ="( &'# 4#'/(.4B -(3-#'3#6B &36 "&0# & 4#34# () &--(E2>/4"E#3* )(' *"# 2'(S#-* (' #-(4H4*#EI

M#(2># ="( 6( 3(* -&'# =/>> 2'(6.-# )&/>.'#I

>/3# 5#*=##3 &3 #,#-.*/0# 42(34(' ="( /4 )(-.4#6 (3 6'/0/3? *"# 0&>.# () *"# 2'(S#-* &36 *"(4# ="( &'# )(-.4#6

*"# *#&EB "# (' 4"# -(.>6 >(4# *"# *#&EI %(. '#&>>H 3##6 *( 6( 5(*"I %(. 4"(.>6 &>=&H4 )(-.4 (3 *"# *#&E /3 &

"#>2).> =&HI ](' #,&E2>#B &3 #,#-.*/0# 42(34(' -(.>6 "#>2 G##2 *"# 2'(S#-* /3 5/*#X4/W# -".-G4I R *"/3G *"/4 /4 4.2#'X

/E2('*&3*I !"# #,#-.*/0# 42(34(' 4"(.>6 "#>2 *"# *#&E 5H .35>(-G/3? 5&''/#'4B 2'/('/*/W/3? /44.#4B &36 E&G/3? *"#/'

>/)# 4/E2>#'B\ 4&/6 L/>> 9#/>B -"/#) 5(**># =&4"#' @8LVA &* `a=&'#I

;3# () *"# 5#4* =&H4 *( 2'(E(*# #,-#>>#3-# /4 *( ->#&'>H -(EE.3/-&*# *"# E/44/(3 &36 (5S#-*/0#I D#/3)('-# H(.'

-(EE/*E#3* *( &-"/#0/3? & 4.--#44).> 2'(S#-* (.*-(E# &36 &6"#'/3? *( #,-#>>#3-#I M#'/(6/-&>>HB -#>#5'&*# *"#

E&3&?#E#3* 3##64 *( "&0# &36 5'(&6-&4* -(EE/*E#3* *( #,-#>>#3-# &4 2&'* () /*4 -.>*.'#I ](-.4 (3 &'#&4 ()

#,-#>>#3-# &36 *'&-G /E2'(0#E#3*4I

Highly Skilled

Skilled

Not Skilled


24%

36%

5%


14/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1> -"&3?#I R3 E(4* -&4#4 )#&*.'#4 &36 ).3-*/(34 =/>> 3(* 5# .4#6 5#-&.4# *"#

5.4/3#44 #30/'(3E#3* "&4 -"&3?#6I ](' E&3H H#&'4 *"# R! /36.4*'H "&4 -&*#?('/W#6 '#F./'#E#3*4 /3*( *"'## 5.-G#*4

E&36&*('HB E.4* "&0#B &36 3/-# *( "&0#I :4 *"# #,#-.*/0# 42(34('B H(. E.4* "&0# *"# *#&E )(-.4 (3 *"# *"/3?4 H(.

3##6 3(= &36 6#>/0#' *"(4# &4 F./-G>H &4 2(44/5>#I R* /4 &>4( 0#'H 2(44/5># *"&* *"(4# )#&*.'#4 *"&* =#'# S.4* 5./>* =/>>

5# (54(>#*# &36 =/>> 3##6 *( 5# '#=('G#6 (' 6/4-&'6#6I 1( *"# F.#4*/(3 /4B "(= 4G/>>#6 &'# H(. &* .36#'4*&36/3? ="&*

5.4/3#44 #0#3*4 &))#-* *"# 0&>.# () & 2'(S#-* H(. &'# 42(34('/3?k

[1(E#*/E#4 H(. &'# /3 *"# E/66># () & 2'(S#-* &36 *"# -('2('&*# 4*'&*#?H -"&3?#4I !"/4 "&22#3#6 *( E# 5#-&.4# ()

& E#'?#'B &36 *"# 6/'#-*/(3 () *"# -(E2&3H -"&3?#6 (0#'3/?"*I 1(B =# "&6 *( F./* *"# 2'(S#-* &* & >(?/-&> 2(/3* &36

'#4*&'* /* /3 & 6/))#'#3* 6/'#-*/(3I !"#'# =&4 4(E# '#=('G &36 &66/*/(3&> -(4*B 5.* =# =(.>6 "&0# 5##3 =('4# ()) /) =#

-(3*/3.#6 *"# 2'(S#-* /3 *"# *"#3X-.''#3* 6/'#-*/(3I R* *&G#4 & )#= 5##'4 &36 & -(.2># () 2/WW&4 *( ?#* (0#' *"# 4"(-G

:>> '#F./'#E#3*4 4"(.>6 5# &44/?3#6 & 0&>.#B & H/#>6 3.E5#' )'(E J *( UB =/*" U 5#/3? *"# "/?"#4* 0&>.#I !"/3?4

*"&* -&.4# 0&'/&*/(3 /3 0&>.# &'# /*#E4 4.-" &4 3#= 4&>#4B >(=#' (2#'&*/(3&> -(4*B &36 /3-'#&4# /3 -.4*(E#'

4&*/4)&-*/(3I RE2>#E#3*/3? '#F./'#E#3*4 *"&* 4.22('* *"# -.''#3* 5.4/3#44 -&4# &4 '&2/6>H &4 2(44/5># /4 & G#H *(

E&,/E/W/3? '#*.'3 (3 /30#4*E#3* @D;RA &36 ?&/3/3? )##65&-G (3 )#&*.'# '#>#0&3-#I :>=&H4 '#E#E5#' *"# F./-G#' *"#

/E2>#E#3*&*/(3B *"# ?'#&*#' *"# H/#>6I 1(B H(. 4"(.>6 G##2 *"/4 /3 E/36 ="#3 '&*/3? 0&>.#I

[R* /4 /E2('*&3* *( '#4#* *"# 2#'42#-*/0# &36 ?#* #0#'H(3# 5&-G (3 *"# 4&E# 2&?#I !"/4 =&4 & 0#'H "&'6 -(30#'4&*/(3

=/*" *"# #,#-.*/0# 42(34('B &36 /3 *"/4 -&4# *"# #,#-.*/0# 42(34(' "&6 *( 2'#4#3* /* *( *"# 5(&'6I 1(E#*/E#4 H(. S.4*

3##6 *( )&>> (3 H(.' 4=('6B\ 4&/6 j(3#4I

!"# 1*&36/4" P'(.2Z4 ;2*/a/, 2'(6.-* "#>24 =/*" *"# '&*/3? () H(.' '#F./'#E#3*4 5H *"#/' 0&>.#I ;2*/a/, =/>> 4#>#-*

>(=#' '/4G &4 &3(*"#' /*#E ;2*/a/, =/>> '#-(EE#36 *"# >(=#'X'/4G /*#EI

/4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *( E&4*#'4G/>>4 () .36#'4*&36/3? ="&* 5.4/3#44 #0#3*4

&))#-* *"# 0&>.#I Very Difficult

Difficult

Not Difficult

Somewhat Difficult

33%

42%

20%

5%


15/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1#B -(EE.3/-&*/0# .2 &36 6(=3 *"# ('?&3/W&*/(3B 4.22('*/3?

*"# 2'(S#-* E&3&?#' /3 5'#&G/3? 6(=3 5&''/#'4B &36 ?#**/3? *"# '#4(.'-#4 "# (' 4"# 3##64B\ 4&/6 +.?#3# L(.364B

4#3/(' 0/-# 2'#4/6#3*B L((W :>>#3 9&E/>*(3I [R) *"# .4#'4B 4*&G#"(>6#'4B &36 2##'4 "&0# &3 #&4H &36 4*'&/?"*)('=&'6

E#*"(6 () -(EE.3/-&*/(3B *"# E('# &2* *"#H =/>> 5# *( .4# /*I ](' #,&E2>#B !"#(6('# D((4#0#>* "&6 "/4 5.>>H 2.>2/*

*( -(EE.3/-&*# "/4 0/4/(3I 9(= 4G/>>#6 &'# H(. /3 (5*&/3/3? &36 -(EE.3/-&*/3? *"# )&-*4k

!"#'# &'# 4#0#'&> =&H4 *( 4#* .2 & .4#' -(EE.3/-&*/(3 2>&*)('EB &36 /* "&4 3#0#' 5##3 #&4/#'B -"#&2#'B &36

F./-G#' *( 6( 4(I V# "&0# #XE&/>B /34*&3* E#44&?#4B *#,*/3?B -#>> 2"(3#4B -(3)#'#3-# -&>>4B 5##2#'4B V#5+,B

0/6#(-(3)#'#3-#4B &36 *"# (>6X)&4"/(3#6 =&Hh/3 2#'4(3I %#* =/*" &>> *"#4# -(EE.3/-&*/(34 -"&33#>4 &0&/>&5>#B

2'(S#-*4 4*/>> )&/> 5#-&.4# () 2((' -(EE.3/-&*/(3 (' 3( -(>>&5('&*/(3I R3 *"# 42'/3? () TKKcB & E&S(' L'/*/4"

?(0#'3E#3* 2'(S#-* )&/>#6 5#-&.4# *"# 2'(S#-* *#&E 6#-/6#6 3(* *( /30(>0# *"# .4#'4 4/3-# *"#H =#'# *(( 6/0#'4#

&36 ?#(?'&2"/-&>>H 4-&**#'#6I [!"# (3# E(4* /E2('*&3* /30#4*E#3* &3 #,#-.*/0# 42(34(' -&3 E&G# /4 *( -&''H *"#

E#44&?# (3 *"# /E2('*&3-# &36 *"# /E2&-* *"# 2'(S#-* "&4 (3 *"# ('?&3/W&*/(3Z4 4*'&*#?/- (5S#-*/0#4B\ 4&/6 L(.364I

: 5.>>H 2.>2/* /4 &3 &60&3*&?#(.4 2(4/*/(3 )'(E ="/-" *( #,2'#44 (3#Z4 0/#=4I M'#4/6#3* !"#(6('# D((4#0#>* -&>>#6

*"# V"/*# 9(.4# "/4 5.>>H 2.>2/*I 9# .4#6 *"/4 5.>>H 2.>2/* *( 5'/3? *"# M&3&E& 8&3&> /44.# *( *"# )('#)'(3*I D((4#0#>*

2&'*4 () *"# =('>6I C/??/3? *"# -&3&> 4"('*#3#6 *"# 6/4*&3-# &36 0&4*>H /E2'(0#6 *"# E(0#E#3* () ?((64 *"'(.?"(.*

Y4/3? "/4 5.>>H 2.>2/*B "# =&4 &5># *( ?#* *"# M&3&E& 8&3&> 2'(S#-* ).36#6 &36 2&44#6 *"'(.?" *"# YI1I 8(3?'#44I

P#**/3? *"# 2'(S#-* 2&44#6 &36 ).36#6 *"'(.?" 8(3?'#44 =&4 S.4* *"# 4*&'* () D((4#0#>*Z4 .4# () *"# 5.>>H 2.>2/*I !"#

M&3&E& 8&3&> =&4 (3# () *"# ?'#&*#4* 2'(S#-* E&3&?#E#3* *'/.E2"4 () &>> */E#I 8(34*'.-*/(3 (3 *"# -&3&> 5#?&3

/3 JfKcI !"# 6#-&6#X>(3? 2'(S#-* =&4 & E&44/0# .36#'*&G/3?I ]/'4*B & '&/>'(&6 "&6 *( 5# 5./>* *( "&.> #F./2E#3*

&36 E&*#'/&> *( *"# -(34*'.-*/(3 4/*#I 1#-(36B *#'E/3&>4B ="&'0#4B -(&>/3? 4*&*/(34B 6'H 6(-G4B E&-"/3# 4"(24B &36

=&'#"(.4#4 "&6 *( 5# 5./>* *( 4.22('* *"# -(34*'.-*/(3I !"/'6 =&4 *"# 6/??/3? &36 -(34*'.-*/(3 () *"# -&3&> /*4#>)I

4.22('* *"# 2'(S#-* *"'(.?" E&3H () *"# E(4* -'/*/-&> /44.#4 &36 #0#3*4I

17%

46%

37%

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"# 4G/>> >#0#>

() *"#/' 2'(S#-* #,#-.*/0# 42(34('4 () (5*&/3/3?&36 -(EE.3/-&*/3? *"# )&-*4I

Highly Skilled

Skilled

Moderately Skilled


16/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1#5'&*# &36 2'&/4# =/6#>HI %(. &>4( 3##6 *( 2'#4#3* & =/6#42'#&6 &36 )&0('&5># 2.5>/- 3(*/-#B &4

*"'(.?" /3*#'-(E2&3H -(EE.3/-&*/(34B () (.*4*&36/3? #))('*4I %(. 3##6 *( (54#'0# & */E# () *"&3G4 )(' *"# #))('*4

&36 -(EE/*E#3*4 () *"# 2'(S#-* 2&'*/-/2&3*4I R* /4 H(.' */E# *( "(3(' &36 ?>('/)H ?(&>4 &36 &--(E2>/4"E#3*4 () *"#

2'(S#-*B 3( E&**#' "(= 4E&>>I 9(= 4G/>>#6 &'# H(. &* '#=&'6/3? 4(E#(3# )(' (.*4*&36/3? #))('*k

D#=&'64 -&3 -(E# /3 E&3H )('E47 & 42#-/&> >.3-"B & 5(3.4B &3 #,*'& 6&H ())B (' 2/WW& &36 5##' (3 ]'/6&H &)*#'3((34B

*( 3&E# & )#=I D#=&'64 -&3 5# )(' &3 /36/0/6.&> (' ?'(.2I %(. E&H 4.5E/* &3 /36/0/6.&> (' & ?'(.2 *( & -(E2&3H

'#=&'6 4H4*#EI R* /4 -'/*/-&> *"&* *"# '#=&'6 5# 42#-/&>I R3 *"/4 ?&E# 3(* #0#'H(3# ?#*4 & *'(2"HI !"# 42(/>4 ?( *(

*"# =/33#'4B &36 =/33#'4 &'# *"# 2#(2># ="( #&'3 *"#/' '#=&'6 *"'(.?" *&>#3* &36 &--(E2>/4"E#3*4B 3(* )(' S.4*

4"(=/3? .2I D#=&'64 4"(.>6 5# "&36#6 (.* (3 42#-/&> (--&4/(34B 4.-" &4 ="#3 & 3.E5#' () 4*#22/3?4*(3#4 "&0#

5##3 -'(44#6I R) '#=&'64 5#-(E# '(.*/3# &36 -(EE(32>&-# *"#H =/>> >(4# *"#/' #))#-*/0#3#44I D#=&'64 &'# &>4( &

*/E# ="#3 *#&E E#E5#'4 ="( &'# 3(* 6(/3? & ?((6 S(5 ?#* /?3('#6I

!(E >#HZ4 5((GB 0(1 018 N7;1: "9 A88"F7)&"8B /4 & -#>#5'&*/(3 () -'#&*/0# =('G#'4B *#&E 5./>6/3?B &36 &3

/E&?/3&*/0# =('G #30/'(3E#3*I !"# JK )&-#4 () /33(0&*/(3 &'# 2'#4#3*#6 &4 2#'4(3&4I V# >#&'3 *"&* /* /4 *"'(.?"

*"#4# -(E5/3#6 2#'4(3&4B /3X6#2*" '#4#&'-"B &36 *"# /*#'&*/0# 2'(-#44 *"&* ?'#&* /6#&4 #E#'?#I 1.--#44).> 2'(S#-*4

/30(>0# *"# &22>/-&*/(3 () *"# E#*"(6(>(?/#4B =('G 2'&-*/-#4B ".E&3 '#4(.'-# -.>*.'#4B &36 2"H4/-&> /3)'&4*'.-*.'#4I

&3*"'(2(>(?/4*B ="( (54#'0#4 ".E&3 5#"&0/(' &36 6#0#>(24 & 6##2 .36#'4*&36/3? () "(= 2#(2># /3*#'&-* 2"H4/-&>>H

&36 #E(*/(3&>>H =/*" *"#/' 4.''(.36/3?4N &36 TA *"# #,2#'/E#3*#'B ="( 2'(*(*H2#4 3#= /6#&4 -(3*/3.&>>HI

M#'4(3&4 *"'## *"'(.?" JK &'#7 QA *"# -'(44X2(>>/3&*('B ="( #,2>('#4 (*"#' /36.4*'/#4 &36 -.>*.'#4 &36 -(33#-*4

4##E/3?>H .3'#>&*#6 /6#&4 *( )('E 3#= /6#&4N cA *"# ".'6>#'B ="( 6#0#>(24 & G3&-G )(' (0#'-(E/3? '(&65>(-G4N UA

*"# -(>>&5('&*('B ="( "#>24 5'/3? #->#-*/- ?'(.24 *(?#*"#'N ^A *"# 6/'#-*('B ="( ?&*"#'4 *&>#3*#6 2#(2># &36 /?3/*#4

*"#/' -'#&*/0/*HN bA *"# #,2#'/#3-# &'-"/*#-*B ="( 6#4/?34 -(E2#>>/3? #,2#'/#3-#4N OA *"# 4#* 6#4/?3#'B ="( *'&34)('E4

2"H4/-&> #30/'(3E#3*4N fA *"# -&'#?/0#'B ="( 6#>/0#'4 -.4*(E#' -&'#N &36 JKA *"# 4*('H*#>>#'B ="( 5./>64 /3*#'3&>

E('&># &36 #,*#'3&> &=&'#3#44 *"'(.?" -(E2#>>/3? 3&''&*/0#4I : 2#')#-* -'(44X).3-*/(3&> *#&E =/>> "&0# &>> () *"#4#

2#'4(3&4I

IMPORTANCE OF OUTSTANDING EFFORT REWARDS

57%31%

11%R! #,#-.*/0#4 =#'# &4G#6 *( '&*# "(= /E2('*&3*

/* /4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *(

E&4*#' '#=&'6/3? 4(E#(3# )(' (.*4*&36/3?

#))('*I Highly Important

Important

Not Important

Somewhat Important

1%


17/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1/0#'&5>#4I !"# 2'(S#-*4 *"&* R "&0# 4##3 *"&* &'# >#44 *"&3 4.--#44).> &'# ="#'# *"# ?(&>4 &36 6#>/0#'&5>#4

42(34('B H(. 3##6 *( 4#* '#&4(3&5># ?(&>4 &36 E&G# ->#&' *( *"# *#&E *"# E#&4.'#E#3*4 )(' *"# *#&EB\ 4&/6 D&S

8>&'/*H () 2.'2(4# 4*&'*4 =/*" 4/E2># 0/4/(3I !"# 4/E2># 0/4/(3 4"(.>6 5# -(3-/4# &36 *( *"# 2(/3*I R3 ='/**#3 )('EB *"#

4/E2># 0/4/(3 4"(.>6 5# ->#&'>H 42#>>#6 (.* /3 4"('* 4#3*#3-#4 &36 2&'&?'&2"4I R* 4"(.>6 )(-.4 (3>H (3 *"# 2.'2(4#

&36 (5S#-*/0#4I R3 2'#4#3*&*/(3 )('EB 0/0/6 ?'&2"/-4 &36 5>(-G 6/&?'&E4 =('G *"# 5#4*I :4 *"# 2'(S#-* E(0#4 )('=&'6B

*"# #,#-.*/0# 42(34(' 3##64 *( '#-(?3/W# *"# 4*&G#"(>6#'4Z -(3*'/5.*/(3 &36 4"(= "(= *"&* -(3*'/5.*/(3 */#4 5&-G *(

*"# 4/E2># 0/4/(3I !"# #,#-.*/0# 42(34(' 3##64 *( *'&-G *"# 2'(S#-* 0/4/(3 &36 *"# -('2('&*# 0/4/(3 *( '#&>/?3 *"#EB

&4 -"&3?#4 *( 5(*" E&H (--.' (0#' */E#I

R) *"# 2'(S#-* /4 6/0#'?/3? )'(E *"# -.''#3* -('2('&*# 0/4/(3 *"# #,#-.*/0# 42(34(' 3##64 *( *&G# -(''#-*/0# &-*/(3I

1/E2># 0/4/(3 4"(.>6 /3->.6# & 4*&*#E#3* () 2&'*/-/2&*/(3 &36 *"# '(>#4 () *"# 4*&G#"(>6#'4I R) *"# 2'(S#-* =&''&3*4B

/* -(.>6 /3->.6# & '#F.#4* )(' 4.22('* &36 & -(EE/*E#3* *( -(3*'/5.*/(3I : E/4*&G# E&3H #,#-.*/0# 42(34('4 E&G#

/4 *"#H 6( 3(* &'*/-.>&*# *"# 0/4/(3I !"# #,#-.*/0# 42(34(' 3##64 *( ->#&'>H -(EE.3/-&*# *( *"# *#&E ="&* "# (' 4"#

=&3*4 *( &--(E2>/4" =/*" *"# 2'(?'&EI +,#-.*/0# 42(34('4 3##6 *( "&0# 6#*&/>#6 /3)('E&*/(3 &36 E#&4.'#E#3*4 *(

G3(= /) *"#H &'# ?#**/3? *"# 2#')('E&3-# '#4.>*4 *"&* *"#H =&3* (.* () *"# 2'(?'&EI

*"#H E&*-" -('2('&*# 4*'&*#?HB H(. -&3 .4.&>>H =/3 (0#' *"# 4G#2*/-4 )(' 4.22('*I %(.' 0/4/(3 E.4* 5# 2'#4#3*#6 /3 &

E&33#' *"&* #0#'H(3# -&3 .36#'4*&36I R* E.4* &>/?3 &>> *"# 4*&'4 /3 ('6#' *( E&*-" *"# 2'(-#44 &36 *"# 4H4*#E4 =/*"

*"# 5.4/3#44 ?(&>4I [%(. 3##6 *( 5# &5># *( >/3G *"# 2'(?'&E *( *"# (0#'&>> 4*'&*#?H () *"# ('?&3/W&*/(3 &36 4"(= /*

*( *"# *#&EI !"# 2'(?'&E 0/4/(3 2&/3*4 & 2/-*.'# () ="&* *"# ('?&3/W&*/(3 >((G4 >/G# &)*#' *"# 2'(?'&E /4 -(E2>#*#6h

IT INFLUENCE IN CLARITY OF PURPOSE

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"#/' R!

#6.-&*/3? *"# 2'(S#-* #,#-.*/0# 42(34('4 /32'(0/6/3? ->&'/*H () 2.'2(4#I Highly Skilled

Skilled

Not Skilled

Moderately Skilled

61%

24%

6%8%


18/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1>#6 &'# H(. &* '#-(?3/W/3? *#&E E#E5#'

-(3*'/5.*/(34B 5(*" 5/? /*#E4 &36 4E&>> 6#*&/>4k

[:3 #,#-.*/0# 42(34(' /4 & -(&-"B 3(* & E&3&?#'I :4 -(&-"B H(. =&3* *( 5# & 4(.36/3? 5(&'6 *( >/4*#3 *( *"# *#&EZ4

*"/4 ".?#B ).WWH 2'(5>#E &36 6#-(34*'.-* /* /3*( E&3&?#&5># -".-G4I 9(=#0#'B *"#H &>=&H4 "&0# *( -(E# 5&-G *( *"#

0/4/(3I !"# 0/4/(3 "&4 *( 5# )'(E *"# *(2 6(=3B 5#-&.4# H(. &>=&H4 "&0# *( -(E# 5&-G *( *"# '#&4(3 H(. &'# 6(/3?

8(>#E&3I

3##64 & ?((6 F.&'*#'5&-GI e/G# & F.&'*#'5&-G /3 )((*5&>>B *"# 2'(S#-* E&3&?#' -&3 6( 3(*"/3? =/*"(.* *"# )'(3* >/3#

)(' 2'(*#-*/(3B & ?'#&* '.33/3? 5&-G *( 2.4" *"'(.?" *"(4# "(>#4 /3 *"# 6#)#34#B &36 ?'#&* '#-#/0#'4 *( -&*-" *"# 2>&H

&-*/(3 2&44 (' & >(3? 5(E5I +&-" *#&E E#E5#' G3(=4 "/4 (' "#' '(># &36 '#42(34/5/>/*/#4B *&G#4 (3 (=3#'4"/2B &36

*#&E G3(=4 *"#/' '(>#4 &36 '#42(34/5/>/*/#4I

1"(= H(.' &22'#-/&*/(3 &36 ?/0# 2'&/4# *( *"# *#&E )(' *"#/' #))('*4I %(. =/>> &>=&H4 "&0# &3 /36/0/6.&> ="( 4"/3#4

&5(0# *"# '#4*B 5.* 5# -&'#).> 3(* *( (0#'X2'&/4# *"&* /36/0/6.&> (' (0#'4"&6(= *"# (*"#' *#&E E#E5#'4I %(. 6( 3(*

=&3* *( &>/#3&*# "/Ed"#' )'(E *"# '#4* () *"# *#&EI 1"(= H(.' *#&E *"&* H(. &'# -(EE/**#6 *( 2'(0/6/3? H(.' 4.22('*

&36 5&-G/3? &* &>> */E#4I L#-(E# & 5.))#' *( 2'#0#3* .33#-#44&'H 6/4*'&-*/(34 &36 &33(H&3-#4I M'(E(*# *"# *#&E

('6#' )(' *"#E *( -(EE/* &4 & *#&E *"#H E.4* G3(= *"#'# /4 ).>> -(EE/*E#3* )'(E *"# #,#-.*/0# 42(34(' &36 *"#

'#4* () *"# ('?&3/W&*/(3I

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# "(= /E2('*&3*

/* /4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4*( E&4*#' '#-(?3/W/3? *#&E E#E5#'4Z

-(3*'/5.*/(34B 5/? &36 4E&>>I

Highly Important

Important

Somewhat Important

56%

5%

39%


19/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1> 3##6 *( E&G# ".36'#64 () 6#-/4/(34 /3 *"# -(.'4# () &3 &0#'&?#X4/W# 2'(S#-*I !"# '#&> -(3-#'3 /4 ?#**/3? 2#(2>#

*( &--#2* H(.' 6#-/4/(34I R) *#&E E#E5#'4 S.4* ?( *"'(.?" *"# E(*/(34 () &--#2*&3-#B 5.* *"#H '#&>>H 6( 3(* 5#>/#0#

/3 *"# 6#-/4/(34B *"#3 *"#/' -(E2>/&3-# -&3 /E2#6# *"# 2'(S#-*Z4 2'(?'#44I R3 ('6#' )(' & 2'(S#-* *( 5# 4.--#44).> H(.

3##6 *#&E E#E5#'4 *( #E5'&-# H(.' 6#-/4/(34I !"# F.#4*/(3 /4B "(= 4G/>>#6 &'# H(. &* ?#**/3? 2#(2># *( &--#2* H(.'

6#-/4/(34k

[!"# #,#-.*/0# 42(34(' )(' *"# -.4*(E 4&>#4 )('-# &.*(E&*/(3 4H4*#E &* *"/4 -(E2&3H 6/6 3(* 6/-*&*# ="&* "#

V"&* "# 6/6 =&4 -'#&*# .4#' (=3#'4"/2 () *"# 2'(S#-*B\ 4&/6 8R; >#HI [!"# #,#-.*/0# 42(34(' E&6# *"#E )##>

>/G# /* =&4 *"#/' 2'(S#-*B &36 "# 4.22('*#6 *"#E 5H 5#/3? /3 #0#'H E##*/3?B ?#**/3? *"# ).36/3?B &36 '#E(0/3? &3H

'(&65>(-G4 *"&* ?(* /3 *"# =&H () 2'(?'#44I\

[!( E#B *"# 6/))#'#3-# 5#*=##3 & -(&-" &36 E&3&?#' /4 0#'H 4/E2>#I a&3&?/3? /E2>/#4 *( E# *"&* H(. &'# *#>>/3?

4(E#5(6H ="&* *( 6(7 i%(. &'# ?(/3? *( 4*&36 &* *"/4 2>&-# /3 *"/4 2'(6.-*/(3 >/3#I %(. &'# *"#3 ?(/3? *( 2/-G .2 *"#

='#3-"B &36 ="#3 *"/4 2&'* -(E#4 5H H(.B *.'3 *"# 4-'#= *( *"# '/?"* .3*/> H(. 4## cIc 2(.364 () 2'#44.'#I %(. &'#

*"#3 ?(/3? *( 4*(2 &36 =&/* )(' *"# 3#,* 2&'* *( -(E# 6(=3 *"# 5#>*IZ R) H(. "&0# E&3&?#6 #0#'H*"/3? &5(.* *"&* S(5B

H(. "&0# 2&/6 3(* (3# -#3* )(' *"# /3*#>>/?#3-# () *"# /36/0/6.&>B\ 4&/6 0#3*.'# &3?#> 8(>#E&3I

:--('6/3? *( >#HB *"# #,#-.*/0# 42(34(' () *"# 4&>#4 &.*(E&*/(3 4H4*#E =(.>6 E&G# 6#-/4/(34 F./-G>HI 9# /34/4*#6

*"&* #0#'H(3# G3#= ="&* =&4 ?(/3? (3 &36 *"&* *"# E/3.*#4 () #0#'H E##*/3? =#'# 2.5>/4"#6 /3 & */E#>H E&33#'I

[;3# () *"# E&S(' 4.--#44 )&-*('4 =&4 "/4 6#-/4/0#3#44 /3 E&G/3? & 6#-/4/(3 ="#3 (3# =&4 '#F./'#6 &36 3(* )('E/3?

& *#&E (' >#&0/3? 2#(2># "&3?/3?B\ 4&/6 >#HI 1.-" 6#-/4/0#3#44 "#>24 #,#-.*/0# 42(34('4 ?&/3 &--#2*&3-# () *"#/'

6#-/4/(34I :4 8(>#E&3 2(/3*4 (.*B [R3 *"# =('>6 =# &'# /3B H(. &'# "/'/3? 2#(2># )(' *"#/' G3(=>#6?# &36 /3*#>>/?#3-#I\

!"#'#)('#B 4E&'* 2#(2># ()*#3 6( 3(* *&G# 6#-/4/(34 &* )&-# 0&>.# &36 H(. 3##6 *( "&0# *&>#3* )(' *"#E *( &--#2*

H(.' 6#-/4/(34I

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"#/' R!

#6.-&*/3? *"# 2'(S#-* #,#-.*/0# 42(34('4 /3?#**/3? 2#(2># *( &--#2* *"#/' 6#-/4/(34I Highly Skilled

Skilled

Not Skilled

Moderately Skilled

51%

39%

6%4%


20/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1&*/(34"/2 =/*" .4#'4I

SECRET 13: DEVELOP QUALITY USER RELATIONSHIPS

R* /4 -'/*/-&> )(' H(.B &4 *"# #,#-.*/0# 42(34('B *( 6#0#>(2 &36 E&/3*&/3 & F.&>/*H '#>&*/(34"/2 =/*" *"# .4#' &36 .4#'

?'(.24I L./>6/3? &36 E&/3*&/3/3? & '&22('* )&-/>/*&*#4 -(EE.3/-&*/(34 &36 .36#'4*&36/3?I :**#36##4 () 89:;1

Y3/0#'4/*H 6#*#'E/3#6 *"&* *"# 3##6 *( .36#'4*&36 *"# .4#'Z4 5.4/3#44 &36 *( -(EE.3/-&*# #))#-*/0#>H =/*" *"#

.4#' &'# G#H *( #4*&5>/4"/3? .4#' '&22('*I : F.&>/*H '#>&*/(34"/2 5#?/34 =/*" -'#&*/3? & -((2#'&*/0# #30/'(3E#3*

=/*" E.*.&>>H &?'##&5># ?'(.36 '.>#4 )(' #))#-*/0# *#&E=('GI !"/4 #30/'(3E#3* 4"(.>6 /3->.6# 3#?(*/&*/3? &36

#4*&5>/4"/3? )('E&> (' /3)('E&> -(3*'&-*4 &36 #34.'/3? *"&* *"# '.>#4 () /3*#'2>&H &'# ->#&'>H .36#'4*((6I 9(= 4G/>>#6

&'# H(. &* 6#0#>(2/3? & F.&>/*H '#>&*/(34"/2 =/*" .4#'4k

[RZE & >&=H#' ="( >/G#4 *( 3#?(*/&*#B 3(* >/*/?&*#B (.*-(E#4B 5.* R G3(= R ()*#3 *&>G *(( E.-"B *&>G/3? ="#3 R 4"(.>6

5# >/4*#3/3?I !"# 5/??#4* >#44(3 R >#&'3#6 )'(E *"# -(30#3*/(3 -#3*#' 2'(S#-* /4 *"&* H(. 3##6 *( >#&'3 *( '#&>>H >/4*#3I

e/4*#3/3? *( (*"#'4B /3->.6/3? (.' 3#/?"5('4B E&6# (.' 5./>6/3? () *"# L(4*(3 8(30#3*/(3 &36 +,"/5/*/(3 8#3*#'

4( E.-" 5#**#'B &36 /* "#>2#6 .4 5./>6 & ?((6 '#2.*&*/(3 =/*" (.' 3#/?"5('4 &36 -/*H >#&6#'4B\ 4&/6 P>('/& 8('6#4

e&'4(3B 2'#4/6#3* () L#3*>#H Y3/0#'4/*H &36 )('E#' -"&/' () *"# a&44&-".4#**4 8(30#3*/(3 8#3*#' :.*"('/*HI %(.

4"(.>6 "(>6 '#?.>&' 2'(?'#44 E##*/3?4 /30(>0/3? *"# .4#' *( *#4* *"/4 F.&>/*H '#>&*/(34"/2I R) H(. 6#*#'E/3# *"&* *"#

'#>&*/(34"/2 "&4 6#*#'/('&*#6B /EE#6/&*# '#E#6/&> &-*/(3 /4 '#F./'#6I

[](' #,&E2>#B\ e&'4(3 -(3*/3.#6B [*"# 1(.*" L(4*(3 3#/?"5('"((6 =&4 0#'H -(3-#'3#6 *"&* *"/4 ".?# 5./>6/3? =(.>6

>((E (0#' *"#/' "(E#4 &36 -&4* 4"&6(=4I 1( (.' &'-"/*#-* '#0/4#6 *"# 6#4/?3 () *"# 2('*/(3 () *"# 5./>6/3? ->(4#4* *(

*"# 3#/?"5('"((6 *( 3(* ?( (0#' *"# "#/?"* () & *H2/-&> L(4*(3 *"'##X4*('H '(= "(.4#B ="/># *"# )'(3* () *"# 5./>6/3?

4(&'#6 *( & E.-" ?'#&*#' "#/?"* =/*" & 2'(E/3#3* -&3(2HB &22'(2'/&*#>H &33(.3-/3? /*4 4/3?.>&' 6#4/?3I V# /3->.6#6

E('# ?'##3 42&-#B =# '#2(4/*/(3#6 *"# 5./>6/3? (3 (.' 4/*# *( '#6.-# *"# >((G () /*4 E&44/0# 4/W#B &36 =# >(-&*#6

>(&6/3? 6(-G4 (3 *"# 4/6# )&'*"#4* )'(E *"# 3#/?"5('"((6 *( '#6.-# 3(/4#B\ 4&/6 e&'4(3I

[V# *((G & >(* () )##65&-G )'(E >(-&> -/*/W#34 &36 5.4/3#44 2#(2># 6/'#-*>H /3*( -(34/6#'&*/(3 ="#3 6#4/?3/3?

&36 5./>6/3? *"# -#3*#'I !"/4 '#F./'#4 *"# #,#-.*/0# 42(34(' *( 6( & >(* E('# >/4*#3/3? *"&3 *&>G/3?B &36 RZE ?>&6

*( 4&H *"&* (.' ="(># *#&E 6/6 S.4* *"&*B\ 4&/6 e&'4(3I ;3-# H(. "&0# #4*&5>/4"#6 & F.&>/*H '#>&*/(34"/2B *"# 3#,*

'#F./'#E#3* /4 *( E&/3*&/3 /* 5H E&G/3? /* #&4H )(' .4#'4 *( 5# /30(>0#6I !"# 2'(S#-* #,#-.*/0# 42(34(' 4"(.>6

.36#'4*&36 "(= *"# .4#' >/G#4 *( -(EE.3/-&*#B 4.-" &4 0/& *#,*B /34*&3* E#44&?#4B #XE&/>B V#5+,B *#>#2"(3#B (' /3

2#'4(3I %(. 4"(.>6 *'H *( .4# *"# .4#'Z4 )&0('/*# E#*"(6 &4 E.-" &4 2(44/5>#I

Highly Skilled

Skilled

Not Skilled

Moderately Skilled

40%

20%

39%

1%


21/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1>4 /3 .36#'4*&36/3? *"#/' '(># /3 *"#

2'(S#-*I

SECRET 14: UNDERSTAND THE EXECUTIVE SPONSOR ROLE

R3 (.' (2/3/(3B *"# #,#-.*/0# 42(34(' /4 *"# (=3#' () *"# 2'(S#-*I %(.B &4 (=3#' () *"# 2'(S#-*B "&0# *"# ).>> =#/?"*

&36 '#42(34/5/>/*H )(' *"# 4.--#44 (' )&/>.'# () *"# 2'(S#-* 4F.&'#>H (3 H(.' 4"(.>6#'4I [R 4## *"# '(># () &3 #,#-.*/0#

EH S(5 /4 *( E&G# 4.'# R 2'(0/6# *"# 4.22('*B '#4(.'-#4B &36 ?./6&3-# *( &>>(= (.' &-&6#E/- &36 &6E/3/4*'&*/0#

*#&E *( 5# 4.--#44).>B\ 4&/6 e&'4(3 () L#3*>#H Y3/0#'4/*HI 9(= 4G/>>#6 &'# H(. &* .36#'4*&36/3? H(.' '(># /3 *"#

2'(S#-*k

:4 *"# #,#-.*/0# 42(34('B H(. (=3 *"# 0/4/(3B 6/'#-*/(3B &36 *"# 2'(S#-*Z4 E/44/(3I [!"# #,#-.*/0# 42(34(' "#>24 4#*

/4 -(EE.3/-&*/(3 &'(.36 *"#4# *"/3?4I R -&3 4&H =/*"(.* "#4/*&*/(3 *"&* H(. -&3 3#0#' "&0# #3(.?" -(EE.3/-&*/(3I

:36 /*Z4 3(* (3>H /E2('*&3* )(' *"# #,#-.*/0# 42(34(' *( -(EE.3/-&*# '#?.>&'>H =/*" G#H &.6/#3-#4B 5.* *"# #3*/'#

>#&6#'4"/2 *#&E 3##64 *( 6( 4( &4 =#>>I M'(S#-*4 =('G 5#4* ="#3 H(. "&0# & *#&E () i#0&3?#>/4*4Z 42'#&6/3? *"#

=('6 &36 '#2('*/3? )##65&-G )'(E H(.' 4*&G#"(>6#'4B\ 4&/6 e&'4(3I

[R 6(3Z* *"/3G &5(.* 5#/3? &3 #,#-.*/0# 42(34(' &4 4/E2>H EH i6&H S(5IZ R *"/3G &5(.* /* &4 5#/3? EH S(5I V"#3

R 5#-&E# 2'#4/6#3* () L#3*>#HB R 6#-/6#6 *"&* R =(.>6 *'H *( 5# 5(*" 0/4/5># &36 &--#44/5>#I R &**#36 3.E#'(.4

E##*/3?4 &36 ).3-*/(34 (3 &36 ()) -&E2.4 #0#'H =##GI R "&0# 2&'*/#4 &* EH "(E# )(' 4*.6#3*4B )&-.>*HB 4*&))B

*'.4*##4B &36 &>.E3/ *"'(.?"(.* *"# H#&'I 1( ="#3 =#Z'# /3 *"# E/66># () 6#0#>(2/3? & 2'(?'&E >/G# *"# 3#= aL:B R

>((G )(' #0#'H -"&3-# R -&3 *( *&>G &5(.* (.' 2>&34 &36 ?#* )##65&-GI :3 #,#-.*/0# 42(34(' 4"(.>6 &>=&H4 5# (3 *"#

>((G(.* )(' (22('*.3/*/#4 *( "#>2 *"# *#&E ?#* E('# 4.22('*B\ 4&/6 e&'4(3I

M'(S#-*4 *"&* "&0# &3 &-*/0#B '#42(34/0#B &36 4G/>>#6 #,#-.*/0# 42(34(' )&'# 5#**#' *"&3 *"(4# >#)* *( "&3? &>(3#

/36/-&*#4 '#42(34/0#3#44I +,#-.*/0# '#42(34/0#3#44 /3-'#&4#4 *"# -"&3-#4 () 4.--#44I !"# #,#-.*/0# 42(34(' 3##64

*( 5# 2#'4(3&>>H &--(.3*&5># *( #34.'# & 4.--#44).> (.*-(E#I !"# E&S(' 4G/>>4 3##6#6 /3->.6#7 0/4/(3B -(EE/*E#3*B

'&2/6 6#-/4/(3XE&G/3?B E#&4.'#E#3*4B &36 -#>#5'&*/3?I !"# ?'#&*#' *"# #,#-.*/0#Z4 4G/>>4 /3 E&3&?/3? &36 (=3/3?

2'(S#-*4B *"# ?'#&*#' *"# -"&3-#4 () 4.--#44I : 3(3'#42(34/0# #,#-.*/0#B (3 *"# (*"#' "&36B /3-'#&4#4 *"# -"&3-#4

*"&* & 2'(S#-* =/>> #,2#'/#3-# (0#''.34 (' )&/>.'#I R) H(. &'# & ?((6 #,#-.*/0# 42(34(' H(. =/>> E&G# *(.?" 5.4/3#44

Highly Important

Important

Somewhat Important

39%

12%

49%


22/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F16 &4 2&36&

5#&'4I !"# 4*'&3?# 3&E# -&E# )'(E (.' =('G4"(24 *"&* .*/>/W#6 & W(( 4-#3&'/(I V# "&6 2&'*/-/2&3*4 =#/?" *"# '/4G4

&36 '#=&'64 () (5*&/3/3? & 2&36& 5#&' 0#'4.4 5'/3?/3? /3 (*"#' &3/E&>4 =/*" >#44 '/4G &36d(' >#44 ?&/3I !"# /6#&

/4 *"&* *"#'# &'# )#= '#&> 2&36& 5#&'4 /3 2'(S#-*4B 5.* ="#3 *"#H 6( (--.' *"#H 3##6 *( 5# -(34/6#'#6 =/*" ?'#&*

-&'#I %(.B &4 *"# #,#-.*/0# 42(34('B 3##6 *( 6#-/6# ="#*"#' *( G##2 *"# 2&36& 5#&' (' 3(*I %(. 3##6 *( -(34/6#'

-(4*B '/4GB &36 ?&/3 -(>>#-*/0#>H /3 H(.' 6#-/4/(3XE&G/3?I 9(= 4G/>>#6 &'# H(. &* .36#'4*&36/3? *"# 2'(S#-*Z4 '/4G &36

'#=&'6k

+0#'H5(6H >(0#4 2&36& 5#&'4I R* /4 2'(0#3 *"&* ="#3 H(. "&0# (3# /3 & W(( /* 6'&=4 2#(2>#N /3 *.'3B '#0#3.# H/#>6 ('

'#*.'3 ?(#4 .2I 8(30#'4#>HB & 2&36& 5#&' -&3 5# #,2#34/0# &36 E&H 3(* &6&2* =#>> *( *"# #30/'(3E#3*h/* -&3 ?#*

4/-G &36 6/#B &36 *"#'#)('# /4 & 0#'H "/?" '/4GI V"#3 =#/?"/3? )#&*.'#4 &36 ).3-*/(34 =/*"/3 &3 &22>/-&*/(3B *"# 4&E#

*"(.?"* 2'(-#44 E.4* 5# .4#6I V"&* "&4 & "/?" H/#>6 &36 ="&* /4 *"# '/4Gk +0#'H '#F./'#E#3* 4"(.>6 5# &44/?3#6

0&>.#4 () -(4*B '#*.'3 '&*#B ?&/3B &36 '/4GI a##* =/*" &>> 4*&G#"(>6#'4 *( 0&>/6&*# H(.' &44.E2*/(34I

M&36& 5#&'4 &'# '&'#B &36 E(4* 2'(S#-*4 =/>> 3(* "&0# *"#EI R* /4 &>4( 0#'H .3>/G#>H *"&* & 2'(S#-* =(.>6 "&0# E('#

[V"&* R "&0# 4##3 /4 2'(S#-*4 =/*" & 0#'H -(3-'#*# 4#* () 4.--#44 -'/*#'/& &>=&H4 6( E.-" 5#**#' *"&3 2'(S#-*4 *"&*

2'(S#-* )('=&'6I %(. -&3 "&0# & >(* () "/?"X>#0#> ?(&>4 *"&* &'# 3(* E#&4.'&5>#B 5.* *"#H 6( 3(* "#>2 E&G# -'/*/-&>

6#-/4/(34I %(. &>4( =/>> "&0# 2'(5>#E4 &36 *"# *#&E =/>> 3##6 *( (2*/E/W# *'&6#X())4B 2'/('/*/W#B &36 4(>0# 2'(5>#E4I

/44.#4 )(' (.' -.4*(E#'4B 2&'*3#'4B (' -(E2&3HI R3 ?#3#'&>B /* "&4 5##3 EH #,2#'/#3-# *"&* 2'(S#-*4 =/*" 4.2#'X->#&'

4.--#44 -'/*#'/& &'# E('# 4.--#44).>B\ 4&/6 `a=&'#Z4 9#/>I

/* /4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *(

E&4*#' 4G/>>4 /3 .36#'4*&36/3? *"# 2'(S#-*Z4 '/4G&36 '#=&'6I

Very Difficult

Difficult

Not Difficult

Somewhat Difficult

28%32%

23%17%


23/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1/)# -H-># () & 2'(S#-*I 1*&36/4" P'(.2

'#4#&'-" 4"(=4 *"&* >&*#3-H 5#*=##3 6#-/4/(34 /4 & E&S(' -(3*'/5.*(' *( 2'(S#-* 6#>&H4 &36 )&/>.'#4I !"#'# &'#

>/*#'&>>H *"(.4&364 () 6#-/4/(34 *"&* "&0# *( 5# E&6# 6.'/3? *"# >/)# () & 2'(S#-*I 1*&36/4" P'(.2 '#4#&'-" 4"(=4 *"&*

)(' #0#'H gJBKKK /3 2'(S#-* -(4*B *"# ('?&3/W&*/(3 =/>> 3##6 *( E&G# JIU 6#-/4/(34I : gJ E/>>/(3 2'(S#-* =/>> 2'(6.-#

JBUKK 6#-/4/(34B ="/># & gU E/>>/(3 2'(S#-* =/>> "&0# bBUKK 6#-/4/(34I C.'/3? & *H2/-&> E#6/.EX4/W# +DM 4H4*#E

/E2>#E#3*&*/(3 *"# ('?&3/W&*/(3 =/>> "&0# *( E&G# E('# *"&3 JKBKKK 6#-/4/(34I 1(B "(= 4G/>>#6 &'# H(. &* E&G/3?

F./-G 6#-/4/(34k

V"/># *"# 0(>.E# () 6#-/4/(34 -(E2'/4/3? & 2'(S#-* -&3 5# -(3-#'3/3?B /* /4 *"# */E# *"&* >&24#4 )'(E ="#3 &3 /44.#

/4 (3>H (3# "(.'B *"#3 *"# &66#6 6#-/4/(3 */E# *( & gJ E/>>/(3 2'(S#-* /4 4/, E(3*"4 @JBUKK 6#-/4/(34 o JBUKK "(.'4AI

;3 *"# (*"#' "&36B /) *"# 2'(S#-* *#&E -&3 -.* *"# >&*#3-H */E# /3 "&>) /* &664 (3>H *"'## E(3*"4 *( *"# 2'(S#-* */E#

@JBUKK 6#-/4/(34 o bUK "(.'4AI

e#* .4 *&G# *"# -&4# () *=( 2"&'E&-#.*/-&> -(E2&3/#4 /3 8"/-&?(B (' *"# *&># () *=( 8Da4I !"# -(E2&3/#4 &'#

4/E/>&' /3 4/W#B 3.E5#' () &--(.3*4B &36 4&>#42#(2>#I !"#H .4#6 *"# 4&E# 4()*=&'# 2&-G&?#I L(*" 4*&'*#6 *(

6#-/4/(3 >&*#3-HI

[!"# G#H '#&4(3 )(' E&G/3? )&4* 6#-/4/(34 "&4 3(*"/3? *( 6( =/*" &>=&H4 E&G/3? '/?"* 6#-/4/(34I R* "&4 #0#'H*"/3? *(

6( =/*" 5#/3? (2#3 *( E/4*&G#4I R *"/3G =# "&0# 5./>* & 5.4/3#44 -.>*.'# 4/3-# *"# JfTK4 ="#'# =# =&3* *( 2.* (.'

*(2 E&3&?#'4 (3 & 2#6#4*&> &36 *"#H E&G# *"# '/?"* 6#-/4/(3 #0#'H */E#B\ 4&/6 *"# ;aPZ4 1(>#HI [R *"/3G *"&* /4 &

0#'H 4#'/(.4 E/4*&G#I !"# )&-* /4 *"&* /) H(. &'# /33(0&*/0# /* E#&34 H(. "&0# )&/>#6 & 5.3-" () */E#4I R) H(. 6(3Z* *'H

3#= *"/3?4 H(. &'# S.4* 3(* ?(/3? *( 5# 4.--#44).>I R *"/3G & ?((6 #,#-.*/0# /4 F./-G *( 4&H iH#4Z &36 &>4( F./-G *( 4&H

i=# &'# 6(3#IZ : ?((6 #,#-.*/0# 42(34(' "&4 *( 5# (2#3 *( )&/>.'# &36 '#-(?3/W# ="#3 & )&/>.'# "&4 (--.''#6B &36

>#&'3 )'(E *"&* )&/>.'#I %(. >#&'3 E('# )'(E )&/>.'# *"&3 )'(E 4.--#44I\

Highly Skilled

Skilled

Not Skilled

Moderately Skilled

37%28%

15%20%


24/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1/3? =/*" )&-*4 (' -(36/*/(34 () & 2'(S#-*B 2'(?'&EB (' -/'-.E4*&3-#4 &4 2#'-#/0#6

=/*"(.* 6/4*('*/(3 5H 2#'4(3&> )##>/3?4B 2'#S.6/-#4B (' /3*#'2'#*&*/(34I !"# E&S(' 2'(5>#E /4 #0#'H(3# "&4 *"#/' (=3

0#'4/(3 () '#&>/*H &36 #,2#'/#3-#4I : 4(>/6 4(>.*/(3 /4 *( E&G# #0#'H*"/3? *'&342&'#3* &36 -(3*/3.(.4I !"/4 4*&'*4 &*

*"# *(2 =/*" #,#-.*/0# >#&6#'4"/2I !"# -(EE.3/-&*/(3 E.4* 5# "(3#4* &36 )'&3GI e&4* 5.* 3(* >#&4* /4 *"&* &3H(3#

="( /4 3(* "(3#4* (' )('*"-(E/3? /4 2#3&>/W#6I 9(= 4G/>>#6 &'# H(. &* 6#E&36/3? (5S#-*/0/*H &36 *'&342&'#3-Hk

%(. 3##6 *( -(34/6#' (5S#-*/0#>H *"# #))#-* *"&* -"&3?#4 *( *"# 5.4/3#44 &36 '#F./'#E#3*4 "&0# (3 *"# 4.--#44 ('

)&/>.'# () *"# 2'(S#-*I R) *"#4# -"&3?#4 "&0# & 3#?&*/0# #))#-* *"#H 3##6 *( 5# "/?">/?"*#6 &36 -(34/6#'#6 /3 >/?"* ()

*"# ('?&3/W&*/(3Z4 ?(&>4I [R6#&>>HB R *"/3G #0#'H(3# =(.>6 =&3* E('# (5S#-*/0/*HB 5.* /3 & >&'?# -('2('&*/(3 /* /4 E('#

&5(.* -(E2>/&3-HI R) H(. '#-(?3/W# *"&* *"# 4-"#6.># /4 *"# E(4* /E2('*&3* /*#EB *"#3 H(. 3##6 *( 6#&> =/*" /*I : >(*

() */E#4 *"# #,#-.*/0#4 S.4* 6(3Z* 4##E *( -&'# /) *"# '#4.>*4 &'# JKK_B *"#H S.4* =&3* *( G3(= *"&* *"# 2'(S#-* /4 (3

4-"#6.># &36 (3 5.6?#*B\ 4&/6 R! 4#3/(' E&3&?#' ]>#E/3?I

%(. -(.>6 5# & 5&''/#' *( (5S#-*/0/*HI %(. E&H "&0# .3'#&>/4*/- #,2#-*&*/(34 (' & 2'/0&*# &?#36&I !"#'# -(.>6 5# 4(E#

>&-G () *'&342&'#3-H =/*" *"# *'.# 4#34# () 2.'2(4#I %(. E&H "&0# & )&>4# &44.E2*/(3I %(. =/>> 5# &5># *( (0#'-(E#

*"#4# 5&''/#'4 =/*" /3)('E&*/(3B 6#E(34*'&*/(3B &36 "(3#4* )##65&-GI ;5S#-*/0/*H /4 *"# 6'/0#' *"&* 2'(0/6#4 *"# &/E

(' ?(&> () *"# 2'(S#-* =/*" /*4 /3*#36#6 (' 6#4/'#6 (.*-(E#I %(. 3##6 *( 6#E&36 )##65&-G 5#-&.4# E&3H E/?"*

5#>/#0# H(. &'# 3(* /3*#'#4*#6I [1(B *( 5# -(E2>#*#>H *'&342&'#3* &5(.* ="&* /4 '#&>>H ?(/3? (3 /4 3(* &4 /E2('*&3*

*( E&3H #,#-.*/0# 42(34('4I R* 4##E4 &4 *"(.?" *"# #,#-.*/0# 42(34(' =(.>6 S.4* &4 4((3 3(* 5# 5.'6#3#6 =/*" *"#

6#*&/>4B\ 4&/6 ]>#E/3?I

%(. 4"(.>6 6#E&36 *"# ('?&3/W&*/(3 "&0# & -(E2'#"#34/0# -(EE.3/-&*/(3 2>&3 &36 2>&*)('E *"&* 2'(0/6#

E#&3/3?).> )##65&-GI !"#'# 4"(.>6 5# & 2#'/(6/- '##0&>.&*/(3 &36 .26&*# () *"# 2.'2(4# () 2'(S#-*4 &36 2'(?'&E4

*"&* -(/3-/6# =/*" *"# 5.4/3#44 ?(&>4I R3 ('6#' *( 5# (5S#-*/0# H(. E.4* "&0# -(''#-* &36 .2X*(X6&*# /3)('E&*/(3I

V"/># /3)('E&*/(3 /4 /E2('*&3*B 3(*"/3? 5#&*4 & 6#E(34*'&*/(3I C#E(34*'&*/(3 /4 ="#'# *"# '.55#' *'.>H E##*4 *"#

'(&6I :4GB 6#E&36B &36 '#0/#= -(3-'#*# '#4.>*4 #&'>HB ()*#3B &36 /3X6#2*"I C#E(34*'&*/(3 2'(0/6#4 *"# .>*/E&*# /3

(5S#-*/0# (2/3/(3B )(' H(. =/>> G3(= '/?"* &=&H ="&* 2'(?'#44 /4 5#/3? E&6# &36 "(= *( E(0# *"# 2'(S#-* )('=&'6I

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"# 4G/>> >#0#> ()

*"#/' 2'(S#-* #,#-.*/0# 42(34('4 /3 6#E&36/3?

(5S#-*/0/*H &36 *'&342&'#3-HI

Highly Skilled

Skilled

Not Skilled

Moderately Skilled

31%

49%

19%

1%


25/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1/*H *( 6( *"/4 =#>> /4 &>E(4* &>=&H4 & E&S(' -(3*'/5.*('

*( )&/>.'#I %(.B &4 *"# #,#-.*/0# 42(34('B 3##6 *( 5# 0#'H -(3-#'3#6 &5(.* #))#-*/3? -"&3?#B 4/3-# *"# 4>/?"*#4*

-(EE#3* -(.>6 4#* *"# 2'(S#-* *#&E /3 & ="(># 3#= 6/'#-*/(3I 8"&3?# E&3&?#E#3* /4 &>> &5(.* 4#**/3? '#&>/4*/-

#,2#-*&*/(34I !"# /E2('*&3-# () *"/4 -'/*/-&> )&-*(' -&33(* 5# .36#'4*&*#6I :>E(4* 3(*"/3? -&3 -&.4# & E/4&>/?3E#3*

5#*=##3 #,2#-*&*/(34 &36 6#>/0#'&5>#4 E('# F./-G>H *"&3 & )&/>.'# *( E&3&?# -"&3?#I %(. &'# *"# G##2#' () *"#

2.'4# &36 H(. 3##6 *( G3(= ="&* /E2&-* -"&3?#4 "&0# (3 *"# -(4* &36 5.6?#* () *"# 2'(S#-*I 9(= 4G/>>#6 &'# H(. /3

%(. =/>> &>E(4* -#'*&/3>H E#3*&>>H 2'(-#44 *"# -&4.&> &44#44E#3* () & 0#'5&> -"&3?# '#F.#4* 6.'/3? & "&>>=&H

-(30#'4&*/(3 &4 & -(EE/*E#3* *( /3->.6# *"# -"&3?# &* 3( -(4*B &36 =/*" 3( /E2&-* *( *"# ('/?/3&> 2'(S#-* 4-"#6.>#n

[M'(S#-*4 ?#* 5#"/36 & 6(>>&' (' & 6&H &* & */E#I aH (54#'0&*/(3 /4 *"#H ?#* 5#"/36 5#-&.4# 2#(2># -&33(* E&G#

6#-/4/(34I !"#'#)('#B /* /4 /E2('*&3* *( #4*&5>/4" & 2'(-#44 *"&* #3&5>#4 H(. *( F./-G>H ?&/3 *"# 6#-/4/(3 /3)('E&*/(3

H(. 3##6B\ 4&/6 1>#6?# () D(55/34XP/(/&I

M'(-#44 -(34/4*4 () *"# 4*#24 *( #))#-* -"&3?#I !( 6#*#'E/3# ="#*"#' *"# 2'(S#-* *#&E /4 #))#-*/0#>H E&3&?/3? -"&3?#

&36 *( 2'#0#3* .3'#&>/4*/- #,2#-*&*/(34B H(. 3##6 *( 6( *"# )(>>(=/3?7 a&G# 4.'# *"#'# /4 & ->#&' 4*&*#E#3* () *"#

'#F.#4*#6 -"&3?# &36 *"# &44(-/&*#6 -(4*4B '/4GB &36 ?&/3I R*Z4 /E2('*&3* *( "&0# E#&3/3?).> 2'(S#-* 4*#22/3?4*(3#4B

&36 *"#H 3##6 *( 5# 4#* &* )'#F.#3* /3*#'0&>4 *( 2'#0#3* /''#2&'&5># #''('4 /) *"# 2'(S#-* ?(#4 ())X*'&-GI [](' #,&E2>#B

/) H(. "&0# *( 6#-/6# (3 & 5&4#>/3# -"&3?#B H(. =(.>6 =&3* *( G3(= *"# '#&4(34 )(' *"# -"&3?#N "(= /* =/>> &))#-* *"#

-(4*B */E#B &36 4-(2# () *"# 2'(S#-*N &36 &>*#'3&*/0#4 *( &36 *'&6#X())4 )'(E *"# -"&3?#B\ 4&/6 1>#6?#I

!"# 2'(S#-* *#&E 4"(.>6 "&0# & -(34.>*&*/0# &36 &22'(0&> 2'(-#44 /3 2>&-# *( -(34/6#' -"&3?# '#F.#4*4I !"# 2'(S#-*

*#&E E(4* >/G#>H =/>> 3##6 &66/*/(3&> */E# &36 ).36/3?I %(. E/?"* "&0# *( E(0# (' 6#>#*# 4(E# (*"#' '#F./'#E#3*4I

!"&* /4 ="H "&0/3? & '&3G/3? 5H -(4*B '/4GB &36 ?&/3 /4 4.-" & 2(=#').> *((> )(' 6#-/6/3? ="#*"#' (' 3(* *( &--#2* ('

6#3H & -"&3?# '#F.#4*I [e#*Z4 )&-# /*B H(. =/>> 3#0#' "&0# JKK_ () *"# /3)('E&*/(3 H(. =(.>6 >/G#B 5.* H(. 3##6 *(

E&G# */E#>H 6#-/4/(34I p./-G>H #4*&5>/4" *"# E/3/E.E 4#* () /3)('E&*/(3 &36 *"# E#&34 *( -(>>#-* *"# 6&*& H(. 3##6

*( #0&>.&*# *"# *'&6#X()) 6#-/4/(34I R) H(. 6( 3(*B H(. =/>> =&4*# */E#B 5.'3 E(3#HB &36 ?#* 6##2#' /3*( *"# "(>#B\ 4&/6

1>#6?#I

/4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *( E&4*#'

2'(S#-*I

Very Difficult

Difficult

Not Difficult

Somewhat Difficult31%

29%

25%

15%


26/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1/-/* .4#' 3##64 S.4* )'(E H(.'

2(4/*/(3 &36 #,2#'/#3-#I 9(=#0#'B /) *"/4 /4 3(* *"# -&4# H(. E/?"* -(34/6#' E&G/3? 4.'# *"# 2'(S#-* *#&E "&4

-(36.-*#6 &36 /4 &5># *( 2'#4#3* 2'/E&'H '#4#&'-"I !"# 1*&36/4" P'(.2Z4 *"'##X4*#2 2'(-#44 *( ?&/3 0&>.&5># .4#'

/3)('E&*/(3 /3->.6#4 /3*#'0/#=4B )(-.4 ?'(.24B &36 4.'0#H4I [!"# (3>H *"/3? 4&-'#6 /3 (.' -(E2&3H /4 *"# .4#'B\ 4&/6

.&5># 2#'42#-*/0# *( 5#/3? & ?((6 #,#-.*/0# 42(34('I

9(=#0#'B ="#3 R &E *"# 2'(S#-* E&3&?#'B R )(-.4 (3 ?#**/3? *"# 2'(S#-* 6(3# *"'(.?" *"# 2'(S#-* 2>&3I V"#3 R

&E &3 #,#-.*/0# 42(34('B R )(-.4 (3 &-"/#0/3? & 5.4/3#44 (5S#-*/0# =/*" & 0/4/(3 &36 E/44/(3 *"&* &'# */#6 *( *"#

('?&3/W&*/(3Z4 5.4/3#44 2>&3 &36 4*'&*#?/- ?(&>4I R *"/3G /* /4 "#>2).> )(' *"# #,#-.*/0# 42(34(' *( "&0# E&3&?#6 &

2'(S#-*B\ 4&/6 C&3/#> e&3?#'E&33B R!XTXL.4/3#44 -(34.>*&3*I

: ?((6 #,&E2># () G3(=/3? .4#' 3##64 "&22#3#6 &* E/63/?"* (3 ;-*(5#' TUB JfcTB (3 P.&6&>-&3&>I !"# RE2#'/&>

j&2&3#4# :'EH &**&-G#6 *"# YI1I a&'/3#4 ="( =#'# 6#)#36/3? 9#36#'4(3 ]/#>6B *"# /4>&36Z4 &/' 5&4#I !"# a&'/3#4Z

6#)#34# =&4 & >/3# () =&*#'X-((>#6 E&-"/3# ?.34I :5(.* JKK )##* )'(E *"#/' 2(4/*/(3B *"# a&'/3#4 4#* .2 =/'#4 =/*"

-&34 &**&-"#6I ]&' &=&HB *"# a&'/3#4 -(.>6 "#&' *"# j&2&3#4# &60&3-/3?B 5.* *"#H G#2* 4*/>>I V"#3 *"# j&2&3#4#

5&**># #36#6 *"'## "(.'4 >&*#'I !"# j&2&3#4# =#'# 6#)#&*#6I ;3>H (3# :E#'/-&3 =&4 =(.36#6B T^XH#&'X(>6 a&'/3#

P.33#'H 1#'?#&3* [a&3/>& j("3\ L&4/>(3#I

6#)#34/0# =#&2(3B >(3?X'&3?# &--.'&-H =&4 -'.-/&>I ;3 P.&6&>-&3&>B 1#'?#&3* L&4/>(3# '#&>/W#6 *"/4 2'(5>#E &36

'##3?/3##'#6 *"# =#&2(3 *( '#6.-# *"# 0/5'&*/(3I R3 6(/3? 4(B "# &>4( /3-'#&4#6 *"# 4"(*4 2#' E/3.*# )'(E cUK

*"#'# '#&>>H =#'#I :4 & .4#' () *"# aJfJbB 1#'?#&3* L&4/>(3# =&4 /3*/E&*#>H /30(>0#6I

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"# 4G/>> >#0#>

() *"#/' 2'(S#-* #,#-.*/0# 42(34('4 /3 "&0/3? *"#

'/?"* /3)('E&*/(3 (3 #,2>/-/* .4#' 3##64IHighly Skilled

Skilled

Not Skilled


39%

13%

1%


27/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F16

"&0# & 0#4*#6 /3*#'#4* &36 *"# E(4* *( ?&/3 5H *"# /E2>#E#3*&*/(3 () *"# 2'(S#-*I L#)('# H(. *&G# &3H &-*/(3 H(.

E.4* *&G# *"# 2.>4# () *"# ('?&3/W&*/(3 )(' *"# 2'(S#-* &36 *"# ?(&>4 )(' ="/-" *"#H &'# &42/'/3? *( &-"/#0#I LH H(.'

#36('4#E#3* H(. E.4* *"#3 -&2*.'# *"# /3*#'#4* &36 -(EE/*E#3* () *"# ('?&3/W&*/(3 /3 4.22('*/3? *"# 2'(S#-*I R)

H(. 3##6 *( 6#->/3# (' -#&4# 5#/3? *"# 2'(S#-*Z4 42(34('I 9(= 4G/>>#6 &'# H(. &* #36('4/3? *"# 2'(S#-*Z4 5.4/3#44

(5S#-*/0#4k

[aH &22'(&-" *( 5#/3? &3 #,#-.*/0# 42(34(' /4 *( 5# *"# >/3G 5#*=##3 *"(4# ="( #,#-.*# &36 /E2>#E#3* *"# 2'(S#-*

!"#4# (2*/(34 4"(.>6 /3->.6# *"/3?4 >/G#B i9#'# /4 ="&* =# -&3 6( &* 6/))#'#3* -(4*B */E#B &36 4-(2# 2(/3*4I ]('

#,&E2>#B /) H(. =&3* *( 42##6 /* .2 *"#3 *"/4 >/E/*4 4-(2#I R) H(. =&3* *( &-"/#0# E('#B *"#3 *"/4 /4 *"# /3-'#&4#6

*/E#B -(4*B &36 4-(2#IZ !"/4 /4 4( RB &4 *"# #,#-.*/0# 42(34('B -&3 E&G# &3 /3)('E#6 6#-/4/(3I R3 (*"#' =('64B EH S(5

4&/6 e&3?#'E&33 () R!XTXL.4/3#44I

: E&S(' /44.# /4 *"&* 4(E#*/E#4 *"# 5.4/3#44 (5S#-*/0#4 &'# 3(* ->#&'I [R *"/3G i"&0/3? & ->#&' 5.4/3#44 (5S#-*/0#Z /4

(3# () *"(4# 2"'&4#4 *"&* /4 (0#'.4#6I !"# 2'(S#-*4 *"&* &'# *"# E(4* /3*#'#4*/3? &'# *"# /33(0&*/0# (3#4 ="#'# H(.

E&H 3(* 5# &=&'# () *"# ->#&' 5.4/3#44 '#4.>*4 .3*/> &)*#' *"# 2'(S#-* /4 6(3#I R33(0&*/(3 6(#4 3(* E#&3 6(/3? *"#

4&E# *"/3? (0#' &36 (0#' &?&/3I R33(0&*/(3 /4 6(/3? 4(E#*"/3? 3#=I R3 EH #,2#'/#3-#B ="#'# & 2'(S#-* "&4 0&?.#

l?(&>4m (' l>&-G4m ->#&' 5.4/3#44 (5S#-*/0#4 /4 ="#'# =# "&0# )(.36 5'#&G*"'(.?" 0&>.#B\ 4&/6 1(>#H () *"# ;aPI

%(.B &4 *"# #,#-.*/0# 42(34('B 4"(.>6 G3(= *"# 6/))#'#3-# 5#*=##3 5'#&G*"'(.?" 2'(S#-*4 &36 &0#'&?# 2'(S#-*4I

V"&* H(. E(4* =&3* *( ?.&'6 &?&/34* /4 3(* 2'(S#-* )&/>.'#B 5.* 2'(S#-* E&3&?#E#3* )&/>.'#I [:4 & 4*&36&'64

('?&3/W&*/(3B 4.--#44 )(' .4 /4 & 4*&36&'6 *"&* /4 &6(2*#6 3(* (3>H 5H *"# E#E5#'4B 5.* &3H(3# /3 *"# /36.4*'H /3

?#3#'&>I !"# 4*&36&'6 4"(.>6 2'(0/6# 4(E# >#0#> () /3*#'(2#'&5/>/*HB 2('*&5/>/*HB &36 '#.4# *"&* 6/6 3(* #,/4* 5#)('#

*"# 4*&36&'6I !"#'#)('#B ="/># &3 #,#-.*/0# 42(34(' 4"(.>6 "&0# & )'&E#=('G *( &44#44 0&>.#B "# &>4( 3##64 *( 5#

IMPORTANCE OF BUSINESS OBJECTIVES ENDORSEMENT

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# "(= /E2('*&3*

/* /4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *(

E&4*#' 4G/>>4 /3 #36('4/3? *"# 2'(S#-*Z4 5.4/3#44(5S#-*/0#4I

Highly Important

Important

Not Important

Somewhat Important

2%

40%

51%

6%


28/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1.6#4 6#-/4/(3 */E#I %(.B &4 *"# #,#-.*/0# 42(34('B 4"(.>6 3(* &36

-&33(* E&G# &>> *"# 6#-/4/(34I !"#'#)('#B H(. 3##6 *( "&0# & E#*"(6 )(' "(= 6#-/4/(34 4"(.>6 5# E&6# *"'(.?"

*"# >/)# () & 2'(S#-*I %(. 3##6 *( -(34/6#' *"# /E2&-* () *"#4# 6#-/4/(34I V"( E&G#4 *"# >(=X/E2&-* 6#-/4/(34k

V"( E&G#4 *"# "/?"X/E2&-* 6#-/4/(34k 9(= -'/*/-&> 6(#4 & 6#-/4/(3 3##6 *( 5# 5#)('# /* -(E#4 *( H(.k %(. 3##6 *(

-(34/6#' 4#?E#3*/3? *"# 6#-/4/(34 5&4#6 (3 '(>#4 &36 '#42(34/5/>/*/#4I %(. 3##6 *( -(34/6#' ?'(.2/3? *"# 6#-/4/(34I

9(= =#>> 6( H(. 6/4*'/5.*# 6#-/4/(3 2(=#'k

a&/3*&/3/3? "/?" 0#>(-/*H /4 G#H *( 2'(S#-* 4.--#44B 4( 6(3Z* /E2#6# 42##6 5H /34/4*/3? (3 E&G/3? #0#'H 6#-/4/(3I

[aH '#42(34# 4"(.>6 5# >/E/*#6 *( iH#4BZ i3(BZ (' i=# 3##6 E('# /3)('E&*/(3 *( 5&-G .2 H(.' '#-(EE#36&*/(34BZ\ 4&/6

#H Y3/0#'4/*HZ4 e&'4(3 -&3 &**#4*I [R3 "/?"#' #6.-&*/(3B\ 4"# 4&/6B [/* *&G#4 E.-" >(3?#

*"&3 &3H (*"#' *H2# () ('?&3/W&*/(3 RZE )&E/>/&' =/*" *( -(E# *( & 6#-/4/(3I C#-/4/(3XE&G/3? /3 *"/4 #30/'(3E#3*

F.#4*/(3I ](' #,&E2>#B =/*" *"# 3#= aL:B *"#'# =#'# 3.E#'(.4 )('.E4 )(' *"# )&-.>*H *( &4G F.#4*/(34 &36 2'(0/6#

*"#/' 0/#=2(/3*h&>> 6#4/?3#6 *( ?#* 2#(2>#Z4 /32.*B 5./>6 -(34#34.4B &36 .>*/E&*#>H -'#&*# & -(E)('* >#0#> =/*" ="&*

=&4 & >&'?#X4-&># (0#'"&.> () (.' aL: 2'(?'&EI

[V# =#'# -'#&*/3? & ="(># 3#= 4*'.-*.'# *"&* /30(>0#6 *#&E *#&-"/3? &36 & 4*.6/( )('E&* *"&* 6/63Z* #,/4* 2'#0/(.4>H

4( *"#'# =&4 & >(* () .36#'4*&36&5># &22'#"#34/(3B\ e&'4(3 -(3*/3.#6I [:4 *"# #,#-.*/0# 42(34('B R 3##6#6 *( >/3G

&'E4 =/*" EH &-&6#E/- >#&6#'4"/2 *#&E &36 >#* #0#'H(3# G3(= *"&* *"/4 =&4 & 2#'4(3&> 2'/('/*HI V# &>> "&6 *( 5#

.3/*#6 /3 (.' 0/#= *"&* (0#' */E#B *"# 3#= aL: -(.>6 "&0# & 2(4/*/0# #))#-* (3 (.' '&3G/3?4 &36 (3 (.' 4*&36/3? /3

*"# #6.-&*/(3 &36 5.4/3#44 =('>64I !"/4 =&4 & 6#E(-'&*/- 2'(-#44B 4( =# .>*/E&*#>H "&6 *( -&>> *"# F.#4*/(3 &36 ?#*

2#(2># *( 0(*#I R3 *"# #36 *"# 3#= aL: 2'#0&/>#6 =/*" & 4/W&5># E&S('/*HB 5.* /* =&4 3( >&364>/6#I\

IT INFLUENCE IN DISTRIBUTION OF DECISION POWER

R! #,#-.*/0#4 =#'# &4G#6 *( '&*# *"#/' R!

#6.-&*/3? *"# 2'(S#-* #,#-.*/0# 42(34('4 /3*"# 6/4*'/5.*/(3 () 6#-/4/(3 2(=#' *( *#&E

E#E5#'4I

Highly Skilled

Skilled

Not Skilled

Moderately Skilled

33%

54%

7%6%


29/64


!"#$%&'() + ,-.,/ 0(1 !2345 678&91:)" &: #%")1;)1< =$ ;"#$%&'() 78< &: )(1 :">1 #%"#1%)$ "9 0(1 5)78B A8;"%#"%7)1 %&'(): %1:1%F1('&*/(3 () "/4*('HB -(E5/3#6 =/*" & >&-G ()

".E/>/*HI D#&>>H 4E&'* 2#(2># 6( 3(* 3##6 *( E&G# *"#E4#>0#4 )##> 5#**#' &* *"# #,2#34# () (*"#'4I [R &E &>=&H4

&E&W#6 &* "(= #,#-.*/0#4 /3 5.4/3#44 )&/> *( '#&>/W# *"&* (*"#' 2#(2>#Z4 E(*/0&*/(34 &'# 3(* *"# 4&E# &4 *"#/' (=3

E(*/0&*/(34I %(. 4"(.>6 3#0#' 2.* .2 =/*" 6/4"(3#4* 2#(2>#h*"&* /4 & 4"(=4*(22#'I 9(=#0#'B 2#(2># "&0# 0#'H

6/))#'#3* E(*/0&*/(34 &36 /) H(. #,2#-* *"&* *"#H =/>> "&0# *"# 4&E# (.*>((G &4 H(. *"#3 H(. &'# 3#0#' ?(/3? *(

4.--##6B\ 4&/6 *"# ;aPZ4 1(>#HI 1(B "(= -&2&5># &'# H(. &* '#-(?3/W/3? &36 (0#'-(E/3? &''(?&3-#k

[R *"/3G (3# () *"# 5#4* =&H4 *( 6#&> =/*" &''(?&3-# /4 *( G3(= *=( *"/3?47 V"( &'# H(.' &>>/#4B &36 ="( &'# 3(* H(.'

&>>/#4I 1(B =# =#'# /34*&>>/3? 1:M /3*( *"/4 ('?&3/W&*/(3I ;3# () *"# *#&E E#E5#'4 4&/6 "# G3#= #0#'H*"/3? *"#'# =&4

*( G3(= &5(.* 1:MB\ 4&/6 8R; &36 ]C: -(E2>/&3-# -(34.>*&3* >#HI [1(B R 4&/6B iP'#&*B *#>> E# "(= H(. 4#* .2 ?>(5&>

4#-.'/*HZ &36 >&/6 (.* EH 2'(5>#EI 9# -(.>6 3(* &34=#' 4(E# 4/E2># F.#4*/(34 &5(.* *"# 4#-.'/*HI 9# =&4 3#0#'

&''(?&3* &?&/3B 5.* R G3#= "# =&4 3(* &3 &>>H #/*"#'I\

1(>#H &66#6B [;3# *"/3? R 6(3Z* E/36 /4 #&'3#6 &''(?&3-#N R 6( 0#'H E.-" 6/4>/G# .3#&'3#6 &''(?&3-#I :4 &3

#,#-.*/0# 42(34(' R =/>> 2.* .2 =/*" E('# )'(E 2#(2># ="( "&0# 4"(=3 E# *"#H &'# /33(0&*/0# &36 -'#&*/0#I R

=/>> 3(* 2.* .2 =/*" 2#(2># *"&* "&0# 3(* #&'3#6 *"# '/?"* *( 5# &''(?&3*I %(. S.4* 3##6 *( 5# &=&'# *"&* 2#(2>#Z4

E(*/0&*/(34B *"(.?"* 2'(-#44#4B 6#&'>H "#>6 5#>/#)4B &22'(&-"#4 *( 2'(5>#E4B &44.E2*/(34B &36 2'#S.6/-#4 &'# >/G#>H

*( 5# 6/))#'#3* *"&3 H(.' (=3I\

>#H 4&/6B [R* '#E/364 E# () & 4*('H &5(.* P#('?# V&4"/3?*(3I C.'/3? & E&'-"B P#('?# V&4"/3?*(3 *((G ()) "/4

-(&* *( "#>2 4(E# () *"# 4(>6/#'4 E(0# & >(? &-'(44 *"# '(&6I e&*#' *"&* 3/?"* (3# () "/4 >/#.*#3&3*4 4&/6 "# 4"(.>6

2/#-# () 4*'/3? &36 *(>6 *"# >/#.*#3&3* *( 2.4" /* /3 & 4*'&/?"* >/3#I !"# >/#.*#3&3* *'/#6 *( 2.4" *"# 4*'/3?B 5.* /* S.4*

-.'>#6 .2I V&4"/3?*(3 *"#3 *((G *"# 4*'/3? 5H *"# "#&6 &36 E(0#6 /* )('=&'6 /3 & 4*'&/?"* >/3#I 9# *"#3 >((G#6 &* *"#

>/#.*#3&3* &36 4&/6B i!"&* /4 -&>>#6 >#&6#'4"/2IZ\

/4 )(' *"#/' 2'(S#-* #,#-.*/0# 42(34('4 *

chaos manifesto 2012

Documents