THE JOURNEY TOENTERPRISE-CLASS PROFESSIONAL SERVICESMore Profitable and Exceptional Customer Experiences

Mark Kaple, MBA, PMP

FIRST, A LITTLE ABOUT ME...

Mark Kaple, MBA, PMP20+ years in IT with more than 13 years in professional services

I enable software consulting organizations to achieve more profitable and exceptional customer experiences by sculpting best practices that reduce

risk and produce a higher degree of certainty.

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Minding the gap... 80% of service providers believe they

deliver above-average service, while only 11% of clients believe they receive above-

average service. i

Service Providers Customers

96% of unhappy customers don't complain; however, 91% of those will simply leave and

never come back. ii

80%

11%

96%

91%

Don’t Complain

Never Come BackSERVICE GAP

How do those numbers impact your bottom line?

That’s where “enterprise-class” fits in.

Enterprise-class Professional Services (ECPS)™ is a growth engine designed to meet the demands of a growing

professional services practice through the proliferation of best-practices.

ECPS provides a scalable and flexible framework to support projects of all sizes and complexity.

In comparison to less mature practices, enterprise-class practices have greater requirements for:• Scalability• Flexibility• Consistency• Reliability• Predictability• Financial performance• Customer loyalty

developing enterprise-class capability

THE PROFESSIONAL SERVICES JOURNEYECPS is a journey of practice maturity, from ad-hoc processes to

optimized best practices.

7STRATEGIC IMPERATIVES

Promote ECPS as an organizational value and inspire employees to make and sustain the transition

EMPLOYEE ENGAGEMENT1

SALES & SERVICES ALIGNMENT

2Align customer expectations with service

delivery capabilities and expectations

CONSULTING PRACTICE FRAMEWORK

3Enable a vibrant community of consulting

professionals

PROJECT MANAGEMENT CONTROLS

4Elevate project management to a core competency

PROJECT PERFORMANCE5

Activate best practice project management tools,

methods and techniques

VALUE PROPOSITION6

Leverage consulting expertise and intellectual capital as a source of client value

SYSTEMS INTEGRATION7

Establish a 360 degree view of the quote to cash life cycle