Building Professional Services : The Sirens' Song,9780130353894

Building Professional Services : The Sirens' Song

by ; ;
Edition: 1st
ISBN13: 9780130353894
ISBN10: 0130353892
Format: Hardcover
Pub. Date: 2002-01-01
Publisher(s): Prentice Hall
List Price: $64.99

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Summary

Building Professional Servicesis the first comprehensive guide to creating professional services organizations, managing them to maturity, and delivering both quality services and superior margins. It covers strategy, tactics, and operations; identifies key success factors; and offers expert guidance on professional services in "product-centric" companies. Coverage includes planning, metrics, solutions development, organization, project delivery, infrastructure, and more.

Table of Contents

Introduction Why Product Companies Jump In 1(1)
The Sirens' Song of Services
1(1)
The Product-Services Wheel
2(6)
Good Reasons to Offer New Services
8(5)
Mapping the Voyage
13(8)
Parameters for Success
13(2)
Primary Audience
15(1)
Chapter Structure
16(2)
Secondary Audiences
18(1)
Chapter Overview Table
19(2)
Setting the Parameters
21(18)
Are You Sure? Four Qualifying Questions
22(1)
Mission
23(5)
Format
24(1)
Audience
25(1)
Overarching Objective
25(2)
Mission and the SAR Factor
27(1)
Business Model
28(1)
Objectives
29(1)
Guiding Principles
30(9)
Levers for Profitability
39(12)
Revenue
40(4)
Revenue Types
40(2)
Revenue Mix
42(1)
Revenue Growth Rate
43(1)
References
44(1)
Product References
44(1)
Capabilities References
44(1)
Solution References
44(1)
Industry References
45(1)
Repeatability
45(1)
Tale of Two Business Units
46(5)
Organizational Overview
51(10)
Professional Services Functional Map
51(3)
Selling
52(1)
Delivering
52(1)
Productizing
53(1)
Promoting
53(1)
Operations
53(1)
Professional Services O-Map
54(7)
General PS Interfaces
55(1)
O-Map Interfaces
56(5)
Selling
61(28)
Supply and Demand in Professional Services
62(2)
Warning!
64(1)
Function Overview
65(1)
Critical Success Factors
66(2)
Services Sales Charter
68(1)
Identify and Close
68(4)
Identify
68(1)
Quality
69(2)
Propose
71(1)
Negotiate
72(1)
Forecast
72(3)
Roles and Responsibilities
75(1)
Key Interfaces for Sales
75(3)
Compensation for Sales
78(3)
Key Variables
78(3)
Key Metrics for Sales
81(1)
Organizational Structure and Sizing
81(2)
Target Revenue
82(1)
Rep Quotas
82(1)
Geography versus Industry Based
83(1)
Sample Organizational Structure
83(2)
Sample Budget
85(1)
Issues to Watch
85(4)
Delivering
89(24)
Function Overview
89(2)
Critical Success Factors
91(1)
Services Delivery Charter
92(1)
Estimate
92(1)
Execute
93(5)
Requirements Review
93(1)
Plan
94(1)
Design and Develop
95(1)
Implement
95(1)
Sign-Off
96(1)
Review
96(1)
Follow-On
97(1)
Educate
98(1)
Roles and Responsibilities
98(1)
Key Interfaces for Delivery
98(4)
Compensation for the Delivery Function
102(1)
Key Metrics
103(1)
Organizational Structure and Sizing
103(6)
Revenue Mix
103(3)
Billable Utilization Rate
106(1)
Billable Rate
107(1)
Sample Organizational Structure
107(2)
Sample Budget
109(1)
Issues to Watch
110(3)
Productizing
113(32)
Function Overview
116(1)
Critical Success Factors
116(2)
Services Engineering Charter
118(1)
Capture
118(4)
Project Review
119(1)
Solution Review
120(1)
IP Capture
121(1)
Improve
122(8)
Solution Development
122(3)
Sample Architecture
125(1)
Sample Project Plan
125(1)
Sample Proposal
125(1)
Engagement Framework and Engagement Activity Forms
125(3)
Resource Pro files
128(1)
Partner Profiles
128(1)
Source Code
129(1)
Training Materials
130(1)
Demonstrations
130(1)
Leverage
130(4)
Solution Rollout
130(1)
Sales Support
130(3)
Solution Evaluation
133(1)
Roles and Responsibilities
134(1)
Key Interfaces for Services Engineering
134(4)
Compensation for Services Engineering Staff
138(1)
Key Metrics for Services Engineering
138(2)
Organizational Structure and Sizing
140(1)
Target Mix
140(1)
Number of Solutions
141(1)
Sample Organizational Structure
141(1)
Sample Budget
142(1)
Issues to Watch
143(2)
Promoting
145(22)
Function Overview
146(1)
Critical Success Factors
147(1)
Services Marketing Charter
148(1)
Differentiate
148(4)
The Solution Review
150(1)
Solution Rollout
151(1)
Campaign Development
151(1)
Validate
152(2)
Demos
153(1)
Benchmarking
154(1)
Evangelize
154(3)
Sales Training
155(1)
Channel Management
156(1)
Lighthouse Accounts
156(1)
Roles and Responsibilities
157(1)
Key Interfaces for the Services Marketing Function
157(4)
Compensation for Services Marketing
161(1)
Key Metrics for Services Marketing
161(2)
Organizational Structure and Sizing
163(1)
Unique Regions
164(1)
Number of Solutions
164(1)
Sample Organizational Structure
164(1)
Sample Budget
165(1)
Issues to Watch
166(1)
Operational Infrastructure
167(26)
The Framework
167(2)
Critical Success Factors
169(2)
Operational Process
171(1)
Legal Support
171(1)
PS Automation
171(1)
Operational Reports
172(5)
Funnel Reports
172(1)
Bookings Reports
173(1)
Billings Reports
173(1)
Backlog Reports
173(1)
Web Sites
174(1)
Electronic Newsletters
174(1)
Internal Distribution Lists
174(1)
Financial Reporting
175(1)
Executive Dashboard
175(1)
Metrics Reporting
175(2)
Project Processes
177(4)
Partner Management
178(1)
Resource Management
179(1)
Solutions Assurance Review
180(1)
Project Accounting
180(1)
Project Reports
181(1)
Knowledge Management
181(1)
Staff Processes
182(3)
Commission Payments
183(1)
Proposal Generation
183(1)
Professional Development
183(1)
Project Management Certification
184(1)
General Training
184(1)
PS Specific Training
185(1)
Staff Reports
185(1)
Time Reporting
185(1)
Roles and Responsibilities
186(1)
Key Interfaces for Operations
186(3)
Compensation for Operations
189(2)
Organizational Structure and Sizing
191(2)
Putting It All Together
193(22)
Organizational Parameters
193(1)
Organizational Interfaces
194(3)
Interfaces within Professional Services
194(1)
Interfaces with the Larger Company
195(1)
External Inter faces
196(1)
Interfaces by Function
197(1)
Technical Staff versus Sales and Marketing Staff
197(1)
Field Staff versus Corporate Staff
197(2)
Organizational Structure
199(2)
Roles and Responsibilities
201(1)
Processes and Metrics
201(4)
Compensation
205(1)
Business Model and Budget
206(7)
Summary
213(2)
Customer Engagement Workflow
215(16)
Workflow Overview
216(2)
Request
218(1)
Qualify
219(2)
Bid
221(2)
Negotiate
223(1)
Develop
224(2)
Implement
226(1)
Sign-Off
227(2)
Review
229(1)
Summary
230(1)
Four Phases of Building PS
231(36)
Overview of Phases
232(2)
Phase I---Implementation Services
234(3)
Value Proposition
234(1)
Profitability Triangle Focus
235(1)
Critical Skills
235(1)
Required Operational Infrastructure
235(1)
Target Mix
236(1)
Revenue Growth Rate
236(1)
Target Gross Margin
236(1)
Target Operating Pro fit
237(1)
Phase II---Integration Services
237(4)
Value Proposition
238(1)
Profitability Triangle Focus
238(1)
Critical Skills
239(1)
Required Operational Infrastructure
239(1)
Target Mix
239(1)
Revenue Growth Rate
240(1)
Target Gross Margin
240(1)
Target Operating Pro fit
240(1)
Phase III---Consulting Services
241(3)
Value Proposition
241(1)
Profitability Triangle Focus
241(1)
Critical Skills
242(1)
Required Operational Infrastructure
242(1)
Target Mix
243(1)
Revenue Growth Rate
243(1)
Target Gross Margin
243(1)
Target Operating Pro fit
243(1)
Phase IV---Productized Services
244(4)
Value Proposition
244(1)
Profitability Triangle Focus
244(1)
Critical Skills
245(1)
Required Operational Infrastructure
245(1)
Target Mix
246(1)
Revenue Growth Rate
246(1)
Target Gross Margin
246(1)
Target Operating Profit
246(2)
Maturity Time Line
248(3)
Services Phases Graph
251(3)
Skipping a Phase
254(1)
Stalling in a Phase
255(1)
Services Market Landscape
256(8)
Hewlett Packard: More Than Just an Integrator?
257(1)
Compaq: Buying Its Way Around the Wheel
258(2)
Sun: Not Sure They Want In
260(1)
EMC: Knows the Way to Go
261(3)
Management Positioning
264(3)
Unique Issues
267(20)
Alignment
268(11)
Vertical Alignment: Aligning Service Solutions and Capabilities
270(4)
Horizontal Alignment: Aligning Service Departments
274(3)
Aligning Skills
277(2)
Overlap
279(2)
Partner Conflict
281(1)
Product Infrastructure versus Service Infrastructure
282(3)
Internal Education and Promotion
284(1)
Global Differences
285(1)
Closing Comments
286(1)
Summary of Key Concepts
287(14)
The SAR Factor
287(2)
Four Qualifying Questions
289(1)
Ten Parameters for Running a Business
290(1)
Key Levers of a Professional Services Business
290(1)
Organization Structure, Metrics, and Compensation
290(2)
Business Model and Objectives
292(1)
Maturity Time Line
292(5)
Unique Issues
297(1)
Sirens' Song
298(3)
Appendix A Evaluating Your Service Vendors 301(6)
Tier I---Solutions and Capabilities
302(1)
Tier II---Ability to Execute
303(1)
Tier III---Strategic Fit
304(3)
Appendix B Key Models 307(4)
Appendix C PS Business Review 311(10)
Timing
311(1)
Attendees
311(1)
Agenda
311(1)
Sample Review Packages
312(9)
Appendix D Sample Project Review 321(10)
Project Review Executive Summary
321(1)
1.0 Project Overview
321(1)
2.0 Project Team
322(1)
3.0 Project Statistics
322(1)
3.1 Phase I: Detailed Design
323(1)
3.2 Phase II: Interpretation
324(2)
3.3 Project Statistics Interpretation
326(3)
4.0 Repeatable Components
329(1)
5.0 Conclusions
329(2)
Appendix E Solution Portfolio Management 331(8)
Solution Portfolio Graph
331(5)
Solution Revenue
332(1)
Solution Maturity
332(2)
Solution Margin
334(2)
Portfolio Ownership
336(3)
Services Marketing
336(1)
Services Engineering
337(2)
Appendix F Customer Request and Qualification Form 339(11)
Request and Qualification Form
339(1)
Customer Qualification Information
340(3)
Glossary
Glossary of Terms
343(7)
Selected Bibliography 350(1)
Index 351

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