APQCs Professional Service Firms Virtual Visitors Day

Presented by: Cathy Hill Executive Director, Global Alliances & Sales
Wednesday, April 10, 10:30 a.m. (CDT)

Thank you for attending. We will begin at 10:32 a.m. (Central Time) Audio is available through your computer speakers or through direct dial-in If you have technical questions or need assistance: Contact GoToMeeting customer support at (888) 259-8414 or +1 (805) 690-5751.

Housekeeping

All lines are muted. Please submit questions/comments via the Q&A window. We will address all questions during the Q&A session at the end of todays presentation.

This session is being recorded. Follow-up e-mails with a link to the recording will be sent out tomorrow.
2

2011 APQC. ALL RIGHTS RESERVED.

APQCs Professional Service Firms Membership

Presented by: Cathy Hill Executive Director, Global Alliances & Sales

What well cover today

Who we are Why APQC? APQC Professional Services firm Membership model Knowledge Base and Benchmarking Portal Research and benchmarking APQC events Questions & Closing
4

2011 APQC. ALL RIGHTS RESERVED.

Who We Are

APQC is a member-based, 501(c)3 nonprofit specializing in benchmarking, knowledge management, measurement, and process improvement. Our mission is to work with organizations around the world to improve productivity and quality by:

discovering effective methods of improvement, broadly disseminating findings, and connecting individuals with one another and with the knowledge they need to improve.
5

2011 APQC. ALL RIGHTS RESERVED.

Why organizations turn to APQCits all in the numbers

Largest database of benchmarks in the worldAccess more than 8,500 benchmarking and best-practice studies We understand measurement and improvement Compare your processes to other organizations around the world against more than 1,200 measures in 25 assessments Robust networkgrowing global membership roster of more than 500 organizations in nearly 40 industries Build internal competenciesweve trained more than 16,000 people in 36 countries
6

2011 APQC. ALL RIGHTS RESERVED.

APQCs core competencies

Benchmarking and best practices Frameworks and maturity models Knowledge management Process improvement and measurement Metrics and measures

2011 APQC. ALL RIGHTS RESERVED.

APQCs Membership

2011 APQC. ALL RIGHTS RESERVED.

APQC Professional Service Firm Membership

APQC Professional Service firm members receive unlimited access APQC Knowledge Base. Additionally, as a PS firm member you have access to:

Open Standards Assessments Rapid Performance Assessments Knowledge Management Capabilities and Assessment Tool Ability to leverage content with clients Communities of peers APQCs expert perspectives One-on-one guidance And ability to submit your own content

2011 APQC. ALL RIGHTS RESERVED.

APQC Membership Model

Every employee is a member Complete access to content, benchmarking and best practices data

2011 APQC. ALL RIGHTS RESERVED.

10

Value-based membership

Get the information you need, when you need it: The Knowledge Base Best practice research Improvement tools, frameworks, and maturity models Monthly content alerts Find out where your clients stand: The Benchmarking Portal Comprehensive performance assessments Targeted assessments based on key performance indicators Helping you work smarter and faster: The APQC Network

Premier networking with function and industry peers Professional development events APQCs expert perspectives One-on-one guidance

2011 APQC. ALL RIGHTS RESERVED.

11

APQCs Knowledge Base (KB)

2011 APQC. ALL RIGHTS RESERVED.

12

Knowledge Base content

CONTENT TYPES
Articles and White papers Benchmarks and Metrics

Best Practices and Business Drivers

Case Studies Presentations Reports and Books Tools and Templates

Browse the Knowledge Base at, www.apqc.org/knowledge-base.

13

2011 APQC. ALL RIGHTS RESERVED.

Getting started in the Knowledge Base

Register at www.apqc.org to activate your access

2011 APQC. ALL RIGHTS RESERVED.

14

Knowledge Base Value for PS Firms

Use during engagements

Vetted and high-quality Based on actual best-practice research From unbiased, third-party organization Case-based information Can get up to speed fast with specific examples White papers, Webinars, etc.

Prep for client meetings

Incorporate research into thought leadership

Showcase your firms content

White papers, podcast, Webcasts, and case studies

Voice of customer and networking

15

2011 APQC. ALL RIGHTS RESERVED.

Showcase Your Content on the KB

Some of the content already on the KB from professional services firms

2011 APQC. ALL RIGHTS RESERVED.

16

APQCs Research and Benchmarking

2011 APQC. ALL RIGHTS RESERVED.

17

APQC Conducts Three Types of Research

1. Open Standards Benchmarkingtools found

in our Benchmarking Portal help you pinpoint areas for improvement, set targets, assess cost, productivity, and more 2. Advisory/Custom Researchfor unique or confidential needs with custom-built benchmarks and best practices 3. Best Practice Studiesinteract with best practice organizations and peers from around the globe through collaboration around a common set of issues or processes
2011 APQC. ALL RIGHTS RESERVED.

18

Process Classification FrameworkSM (PCF)

2011 APQC. ALL RIGHTS RESERVED.

19

Current Research Areas

Details of PCF

2011 APQC. ALL RIGHTS RESERVED.

20

Open Standards Benchmarking

Over 23 functions representing 120 processes with more than 1,200 performance indicators More than 60 percent of the Fortune 100 represented Commonly agreed upon, consistent definitions and performance measures Blinded, normalized, and aggregated data sets An active, growing database with over 10,000 global submissions and peer group segmentation No-cost access to data that have traditionally been costly to obtain Data validated and safeguarded by APQC, a neutral, credible third party (see APQCs Benchmarking Code of Conduct at www.apqc.org/bmkcode)
21

2011 APQC. ALL RIGHTS RESERVED.

Open Standards Benchmarking Reports

Metric data compared to:

All participants Relevant peer groups (based on sample size) may include:

industry geographic region company size by revenue or employees volume of transactions

Gap analysis compared to top performers and the median Potential cost savings Key success factors Metrics are blinded, aggregated, and normalized.

Benchmarking Code of Conduct

Both quantitative and qualitative data are presented. Data are refreshed continuously.

2011 APQC. ALL RIGHTS RESERVED.

22

Live Demonstration

www.apqc.org
Registration Knowledge Base

Search Ask Us Help Desk Benchmarking Portal Open Standards Rapid Performance Assessment
23

Tools

2011 APQC. ALL RIGHTS RESERVED.

Database Demographics: All Submissions

Total Submissions Through January 2013: 11,248

* Sample size only applies to those organizations that responded to the specific question. Percentages may not total to 100% due to rounding.

2011 APQC. ALL RIGHTS RESERVED.

24

Open Standards Benchmarks and Rapid Performance Assessment Value Proposition

Help your team:

Quickly access relevant metrics and practices

FTEs, costs, and cycle times for key processes Service delivery model employed Systems/technology used

Refine proposals and RFPs to support business development Meet the need for benchmarking referenced in contracts Build business cases Establish baselines pre- and post-implementation

Help your clients:

2011 APQC. ALL RIGHTS RESERVED.

25

Research Options
Open Standards Benchmarking Comprehensive assessment tool One-week validation Robust report with industry, crossindustry, revenue, and region peer groups. Total time = 2 approximately weeks
2011 APQC. ALL RIGHTS RESERVED.

Rapid Performance Assessment High-level KPIs only Shorter Assessment Four-hour validation Summary report with industry, cross-industry, revenue, and region peer groups. Total time = 3 days
(pending validation)
26

Benchmarks on DemandData Options

Open Standards Benchmarking metric purchases from APQC provide your firm with the blinded calculated metrics from the available process areas or categories. APQC will provide a flat file with the data in summary (aggregated) or individual (disaggregated) form. Aggregated - Information can be presented with high, median, and low

performance with the corresponding sample size. The summary format can be further cut to provide specific peer groups based on industry, region, revenue, size, business model, or system. Disaggregated - Information is presented with individual blinded survey responses. The individual format (disaggregated) allows for further calculation and more flexible analysis.

2011 APQC. ALL RIGHTS RESERVED.

27

Aggregated Data Sample

2011 APQC. ALL RIGHTS RESERVED.

28

Disaggregated Data Sample

2011 APQC. ALL RIGHTS RESERVED.

29

Other APQC Services

Advisory Services/Custom Benchmarking Best Practice Studies Conferences and Events Content Licensing
2011 APQC. ALL RIGHTS RESERVED.

30

Advisory/Custom Research

Conduct specific research

Custom benchmarking services Specific or unique topical/process areas Topical/process areas not covered in other services (KB, Open Standards Research)

Will build off other services, as well

Apply research to effect change

Implementing knowledge management Measurement systems Business process management (BPM) General change management or processimprovement initiatives
31

2011 APQC. ALL RIGHTS RESERVED.

Examples of Advisory/Custom Research Solutions for PS Firms

Acting as a subcontractor Assistance in creating thought leadership to create a custom report Providing benchmarking and research for your internal improvement needs Content available on demand

2011 APQC. ALL RIGHTS RESERVED.

32

Best Practice Studies

Focused on best practices

More about the what, who, how, and why 180-degrees from Open Standards Benchmarking projects

Conduct 310 per year

Various topics
Share cost Guide/direct actions of project

Group of 1040 organizations sponsor project APQC does all the legwork Great professional development and network-building experience

Immersion methodology Opportunity to partner with APQC as a research champion

33

2011 APQC. ALL RIGHTS RESERVED.

Research Champion Role

Designed for professional services firms and technology providers. Provides opportunity to:
leverage the APQC brand and expertise, and gain access to the intellectual property from study.

The findings from this study can be used:

to solicit leads for the champion organization, to further existing client relationships, and for thought leadership.

2011 APQC. ALL RIGHTS RESERVED.

34

Benefits of Research Champion Role

Early access to the study results Survey input Speaking opportunity at Knowledge Transfer Session Opportunity to hear firsthand customer feedback and issues Joint Webinar Listed as a co-author inside the Best-Practice report with specific areas for commentary Positioned as process experts and thought leaders Demand-generation opportunities Discounted participation for your firms clients

2011 APQC. ALL RIGHTS RESERVED.

35

Current Best Practice Studies

Current Studies: www.apqc.org/best-practicestudies

36

2011 APQC. ALL RIGHTS RESERVED.

APQC Events

2013 KM Conference

Using KM to Boost Creativity, Innovation, & Competitiveness

knowledge creation and innovation knowledge elicitation/ transfer of knowledge enterprise social media expertise location and collaboration content and information management measurement and analytics building a KM program, and more April 29-May 3, 2013, at the Houstonian Hotel, Club & Spa in Houston

2013 Process Conference

Learn how experienced leaders are using various approaches and techniques in business process management to drive improvement October 2125, 2013, at the Houstonian Hotel, Club & Spa in Houston. APQC shares findings from research including best practices, benchmarks, case studies, and trends on topics ranging from process improvement to knowledge management.
37

Webinars and Community Calls

2011 APQC. ALL RIGHTS RESERVED.

Content Licensing

Educate clients and prospects. Reinforce your firms marketing messages with trusted third-party information. Get more bang for your marketing dollars by co-branding with APQC to maximize your own resources. Enhance your efforts by leveraging APQCs brand equity.
38

2011 APQC. ALL RIGHTS RESERVED.

Access to Best Practices and Data

Approach/Service
Knowledge Base

Where to Find
www.apqc.org/knowledge-base

What You Get

Self service search by content area and type Enablers of high performance provided as part of reporting Metrics Best practice transfer and networking

Assessments

http://www.apqc.org/assessment

Conferences/Events/Training

www.apqc.org/events

Best Practice Studies

www.apqc.org/best-practice-studies

Professional development and best practices in the context of a study you help to scope
Targeted and specific to your need

Advisory/Custom Research

www.apqc.org/apqc-custombenchmarking
39

2011 APQC. ALL RIGHTS RESERVED.

Thank you for Attending!

Cathy Hill Executive Director, Global Alliances & Sales +1-713-685-4652 Direct +1-713-542-2030 Mobile chill@apqc.org

Katy Cook Professional Services Relationship Manager +1-713-685-4677 Direct kcook@apqc.org

2011 APQC. ALL RIGHTS RESERVED.

40