CATEGORY 7: RESULTS Portions of this section contain business sensitive data and have been redacted. IPM uses information from third-party ratings and benchmarks from other industries as comparisons for our business. Annual timeframes are either calendar year or fiscal year (FY), which runs from February through January. Results reported quarterly are always based on fiscal quarters. 7.1 Product and Process Results 7.1a Customer-Focused Product & Service Results The Project Quality Plan (PQP) is used to maximize quality throughout the execution of a project. The results of the PQP are reported in Figures 7.1-1–7.1-3, and overall they represent sustained high performance with a Company rating over 92%. Stability is maintained by a high volume of projects and long- term resources. Only three years of data are available for Figures 7.1-2 and 7.1-3 due to changes in the PQP. Further segmentation by PQP elements and service lines is AOS. Service execution as compared to Service Performance Insight (SPI) is seen in Figure 7.1-4.
PQP (Customer Service) by Region
0% 20% 40% 60% 80% 100%
CR
ER
WR
2015 2016 2017
Figure 7.1-3 Project Quality Plan (Customer Service) Service Execution IPM 2015- 2017 SPI 2015* SPI 2016*
SPI 2017*
SPI 2017**
Standardized delivery method Projects delivered on time Projects cancelled Project overrun Project margin
>80%
61.6%
66.2%
65.4%
75.7%
>90%
83.6%
85.3%
84.5%
90.2%
Project Quality Plan by Region
<1% <5%
2.1% 6.8%
1.9% 7.9%
1.9% 7.3%
1.7% 5.1%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Redacted 37.2%
38.2%
39.4%
50.0%
*Management Consultancies Benchmark **Best of the Best (Top 20) Figure 7.1-4 Service Execution
7.1b Work Process Effectiveness Results 7.1b(1) Process Effectiveness and Efficiency The number of visitors to our website, ipmcinc.com, and the number of unique website views are shown in Figure 7.1-5 . Both are proxies for brand awareness. IPM’s number of LinkedIn followers has steadily increased (Figure 7.1-5) , and more than half are senior-level decision makers. In 2017, updates posted on LinkedIn were seen 1,044,369 times (avg. 87,031/month), nearly double the average monthly view from 2016. The numbers indicate an increase in brand awareness and engagement with IPM content. Social Media 2014 2015 2016 2017
Central Region East Region West Region Company
2013 2014 2015 2016 2017
Figure 7.1-1 Project Quality Plan
Project Quality Plan by Industry
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Unique Views (ipmcinc.com)
135,525 154,934 159,678 152,467
Managed Right New Sign-ups LinkedIn Followers
181
235
246
212
9,900
13,041
13,590
14,053
Figure 7.1-5 Social Media Due to improvements described in 3.2b(1) , the number of times Managed Right emails were opened increased (Figure 7.1-6) . In 2016, Marketing efforts resulted in 42 opportunities (Marketing Influenced Opportunities), nine of which were won (became billable projects). The 2017 results are not
Consumer Products
Healthcare Industrial Products 2015 2016 2017
Life Sciences
Figure 7.1-2 Project Quality Plan (Industry)
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