Sub-Processes
Requirements
Key Measures
I/O
Results
Key Support Process
Knowledge and Process Management
Training
Increase competency Increase competency Increase competency Increase competency
Average Capability Score Number of PMP Certifications Number of New Hires Trained Number of Training Hours per Employee PQP Compliance (audits) Overall PPE Score Number of O&T Submissions Average Leadership Role Capability # of Candidates in each Tiers 1 & 2 % of Management Promotions
O O O O I O I
7.3-8 7.3-9 AOS 7.3-22
Compliance with IPM processes
AOS AOS AOS
Thought Leadership
Org Planning
Capability
Alignment w/Strat
I
7.3-23
Succession
Match Projected Growth of the Company w/Leadership Talent Match Projected Growth of the Company w/Leadership Talent Alignment with the consultant & client Client Satisfaction
I O
7.3-24 AOS
Resource Planning
Average Match Score
I
AOS
PPE (Overall Sat. – Likely to Recommend: NPS) NHours
O
7.2-8
Realization
I
AOS 7.3-5 7.1-28 7.1-17 7.1-16 7.1-27 7.1-26 7.1-18 7.3-15 7.3-19 7.3-16 7.3-5
Workforce Management
Recruitment
Alignment w/goal Quality Quality Competitiveness
New Hires Round 1/Hire Ratio Year-1 Turns Offer Acceptance Applicant Source PS&DP Comp-related Turns GPTW GPTW (overall) AP Survey Headcount vs. Budget Variance AR Aging (DSO) Cost per Hour Realization Margin % (EBITDA) YOY Growth Super-Liquid Ratio Network Reliability Cust Sat (tech survey) Cust Sat (tech survey) Malware Encounters
O I I O O O I O O O I I O O I O O O O O O O
Performance Mgmt. Comp & Benefits
Compliance Competitiveness Competitiveness
Employee Satisfaction Employee Engagement Accuracy
Recognition/Reward Capacity (BPP) Budgeting Revenue Cycle Expense Management Profit Management Revenue Growth Cash Management Systems Management Help Desk
Finance
Accuracy Timeliness
7.5-1 7.5-2 7.5-3 7.3-4 7.5-5 7.5-6 7.5-9
Effective/Efficient Effective/Efficient Sustainability/Security Sustainability/Security Security
Information Technology
Reliability Responsiveness Effectiveness
7.1-19 7.1-21 7.1-20 7.1-22
Risk & Information Security
Threat Management
Infection Prevention
Figure 6.1-3 Key Support Process Requirements and Measures Additionally, IPM controls costs through outcomes from the BPP and the day-to-day management of operations, which includes the use of cost-related measures to track effectiveness. Employee salaries and associated benefits are the largest components of costs at IPM; to better control them, we have evolved the salary budgeting process and incorporated more external benchmarking. The PMA role was added, in part, to reduce our average salary and thereby lower overall product
cost, while providing our customers the level of skill they require. Efficiency, effectiveness, and productivity are requirements within many of IPM’s work and support processes, and we have designated measurements of them. One example is within the Finance support process (Figure 6.1-3) , where realization is used to measure the cost effectiveness/efficiency of our billable resources. With the PQP, IPM emphasizes quality assurance over quality control, which helps minimize the costs of performance audits
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