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Engagement Description
Perform an Organizational Effectiveness Assessment of an internal or vendor organization and
ascertain the effectiveness of their service delivery. Assesses the capability and effectiveness of
current service delivery or the capability of an organization or vendor to expand their service delivery
scope to meet new requirements and the advisability, cost, and risk of doing so.
Sample deliverables:
Representative Delivery Summaries with Benefits Achieved
Perform an Organizational Effectiveness Assessment of an internal or vendor organization and
ascertain the effectiveness of their service delivery. Assesses the capability and effectiveness of
current service delivery or the capability of an organization or vendor to expand their service delivery
scope to meet new requirements and the advisability, cost, and risk of doing so.
Sample deliverables:
 | Strengths/weaknesses of service delivery and of the organization assessed |
| Client or customer satisfaction, if interviewed |
| Issue identification and “root cause” analysis |
| Rate the maturity of the organization against "best in class" and explain "gaps" in capability | |
| and what is involved to remedy if "best in class" service delivery is in fact a requirement |
| Benchmark spend against similar organizations based on Industry available data and | |
| recommend how to improve the value delivered for the cost invested; often asked to recommend how to reduce run rates |
| Skills Assessment(s). If requested/needed: skills assessment of executives and/or personnel |
| Ability to handle expanded scope. If requested the risk and advisability of expanding service | |
| delivery for the assessed organization |
| Risk mitigation and solution options with cost/benefit, and recommended prioritized & phased | |
| improvement implementation including "quick fix" and longer term solution options. |
Representative Delivery Summaries with Benefits Achieved
 | $3.5B Storage firm -- assessed key skills & jobs missing in their Customer Service & Support | |
| Product Management & Software Development organizations that caused the missteps taken in development of a critical hardware diagnostic tool that had poor customer adoption for over a decade. |
| Recommended over 40 software tool changes as a result of in-depth client interviews |
| Identified opportunities to further improve competitiveness, security, Sarbannes Oxley | |
| compliance, reduce cost of service, take more accurate tool usage metrics, and improve both direct and channel partner customer service delivery. |
| Creation of a few critical missing job positions to address the "root causes" of these | |
| product adoption issues. |
| Creation of a prioritized product plan targeted at fulfilling the needs of the large | |
| enterprise customer (i.e. new target market). |
| Significantly revised the functionality & product plan of a new product on the verge of | |
| being launched incorporating the "lessons newly learned" from the predecessor tool. |
| Drafted objection handling and other marketing & contractual materials for these critical | |
| diagnostic tools. |
| $1.5B Professional Services and Outsourcing Division – assessed their outsourcing and | |
| professional services division’s capability to expand from their niche SAP outsourcing services business to become a full services global outsourcer. Created a business plan to develop the required capabilities and presented to the global executive team for approval. |
| Assess Delivery Capabilities. For Building a Web Hosting Services business -- | |
| determined the organizational delivery capabilities of the internal Data Centers, Network, Security & Disaster Recovery staffs’ to be able to meet the delivery requirements of this new web hosting business. Also completed in-depth technical implementation gap analyses. |
| Assessed the technical skills of the staff. |
| Performed a financial “due diligence” and costing assessment to determine P&L | |
| timelines and profit margins for the new business. |
| $70MM Storage Manufacturer; $6B PC Manufacturer; $2 billion Semiconductor Manufacturer | |
| – assessed the effectiveness and capabilities of the global IT organization reporting to the CIO. |
| $6 billion PC manufacturer;$2B & $7B Semiconductor Manufacturer; $1B Business | |
| Intelligence Software firm – assessed the effectiveness and capabilities of their Global Server & Network Operations departments which ranged in size from 120 to 260 staff members, budgets of $35 million to $60 million. |
| $20 MM dot-com – assessed/improved the web development organization’s capabilities and | |
| skills, backlog management, software development methodology implementation, quality assurance practices. |
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| ENGAGEMENT DESCRIPTION |
| Engagement Description & Delivery Summary VENDOR OR INTERNAL ORGANIZATIONAL EFFECTIVENESS ASSESSMENT |
| Improving IT & Product Delivery Success |