By: Jeanne Urich, Managing Director – Service Performance Insight
How do you drive Peak Performance for your Professional Service Organization? How does your PSO measure up? What are the most important Key Performance Measurements and where should you focus? Where do you begin? How do you measure the business value of improvements?
PS Executives need both a baseline understanding of their organization’s Key Performance Indicators (KPIs), as well as how they compare to industry benchmarks. In this session, industry expert Jeanne Urich will discuss the current market drivers affecting PSOs and provide analysis and recommendations for improving performance. She will provide key performance metrics from her recently published “The New Professional Service Maturity Model” 2008 Benchmark along with real-life Case Studies showing how PS organizations have used the PS Maturity Model to implement their own PS transformations.
About the Speaker
Jeanne Urich, Service Performance Insight Managing Director, is a management consultant specializing in Service organization improvement and transformation for small to large technology companies. Her focus areas include Vision and Strategy, Finance and Operations, Human Capital Alignment, Service Operations and Service Sales and Marketing. She has been a corporate officer and leader of the Worldwide Service Organizations of Vignette, Blue Martini and Clarify, responsible for leading the growth of their Professional Services, Education, Account Management and Alliances organizations. She has a Bachelor’s Degree in Math and Computer Science from Vanderbilt University. She serves on the Advisory Board of www.psvillage.com , a preeminent on-line community for Services executives and is a Contributing Author of Tips from the Trenches: the Collective Wisdom of over 100 Professional Service Leaders. She is also co-author of the ground-breaking new 2008 benchmark “The New Professional Service Maturity Model”