presentation to the canberra branch of the australian computer society, october 2010

Competency, Capability And Business Improvement

Tim Conway, Director, C-Metrics Pty LtdM: +61 410 628 655

E: tim.conway @ c-metrics.comW: www.c-metrics.com

© C-Metrics™ 2009. All rights reserved. No part of this document may be reproduced in any form without the express written permission of C-Metrics Pty Ltd“C-Metrics” and the C-Metrics logo are trademarks of C-Metrics Pty Ltd and must not be used without prior permission and appropriate acknowledgement

http://www.c-metrics.com

http://www.c-metrics.com

COMMERCIAL-IN-CONFIDENCE

Agenda

• The problem • The project context• Dancing the tango• Reputation and relationships• Solutions must be standards-based• Methodology• Output• Benefits• Problem avoidance

2

COMMERCIAL-IN-CONFIDENCE3

“If you can measure it, you can manage it; if you can’t

measure it, you can’t manage it; if you can’t manage

it, it’s because you can’t measure it; and if you

managed it, it’s because you measured it...

...but don’t mistake the measures themselves for the things they were intended to measure.”

Art or Science?


Standish Group

“Chaos” Reports

4


Standard Diagnoses

5

• Poor planning

• Unclear goals and objectives

• Objective(s) changes during project

• Unrealistic time/resource estimates

• Lack of executive support or user involvement

• Failure to communicate and act as a team

• Inappropriate skills

The Challenge:

How do we create some foresight, which has the clarity of hindsight?

6


Problem Statement #1: Reputation & Capability

– Who to buy from?

– Who to sell to?

– Who can deliver?

– Who will pay?

– Who knows what they want (specifications)?

‣ Delivers quality, timeliness and cost effectiveness

‣ Manages uncertainty

‣ Creates/offers/delivers trust

7


Problem Statement #2: Projects: Who’s Responsible? Are they Capable?

8

Who has (a) the responsibility and (b) the capabilities to deliver?


Problem Statement #3: It takes two...!

9


Successful Relationships

10


A Reputation Model: eBay

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11 bids

, Visa/MasterCard, Money order/Bankcheque, Other - See seller's paymentinstructions, Bank Deposit | See details

7 day money back, buyer pays return shipping |Read details

Description Postage and payments

Back to Search Results | Listed in category: Jewellery > Watches > Wristwatches > Men

Watch this item

Rolex Cosmograph Daytona Cosmograph steeland goldRolex Cosmograph Daytona Auto Zenith base Cal Grey Dial

Item condition: Used

Time left: 2 days 10hours (11 Dec, 2009 01:00:55 AEDST)

Bid history:

Current bid: AU $7,100.00Enter maximum bid: AU $

(Enter AU $7,200.00 or more)

Watch this item

Postage: Local Pickup | See all detailsEstimated delivery time varies

Payments:

Returns:

Seller infoshonie0 ( 1208 )

100% Positive feedback

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Visit store: Armadale WatchGallery

Other item info

Item number: 330383158933

Item location: South Yarra ,Victoria,Australia

Posts to: WorldwideSee exclusions

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Item specifics - WristwatchesBrand: Rolex Type: Self-windingModel: Daytona Casing: Stainl. Steel/Yell. GoldYear of manufacture: 1997 Watchband: Stainl. Steel/Yell. GoldCondition: Used Gender: Men'sFunction & Features: Chronograph, Water Resistant

Place bid

Home > Community > Feedback Forum > Feedback Profile

Feedback Profile

shonie0 ( 1208 )

Positive Feedback (last 12 months): 100% [How is Feedback Percentage calculated?]

Member since: 09-Apr-99 in Australia

Member Quick Links

Contact memberView items for saleView seller's StoreView more options

1,127 Feedback received (viewing 1-25) Revised Feedback: 0

Period : All

Feedback / Item From Buyer / Price Date/Time

Excellent all round. Fast shipping and great item as described. Good seller ramon77 ( 11 ) 03-Nov-09 13:22

Tag Heuer Aquaracer 300 meters (#230388196626) US $510.00 View Item

Excellent all round. Fast shipping and great item as described. gpunique8y8e ( 280 ) 09-Oct-09 04:25

Omega Seamaster Cosmic 2000 (#330358729678) US $256.00 View Item

good seller. mary-4770 ( 51 ) 25-Sep-09 15:19

Tag Heuer Divers Watch (#260474510324) US $167.50 View Item

Excellant Ebayer, Vary Fast Delivery + Thanks Very Much. tigerslam-2009 ( 14 ) 23-Sep-09 07:47

Tag Heuer Divers Watch (#330358731754) US $315.00 View Item

Detailed item information is not available for the following items because the Feedback is over 90 days old.

Time zone inconvenience made up for by kind & thoughtful service. Great watch!!! anglopoo ( 169 ) 01-Sep-09 09:11

-- (#260463653507) --

VERY GOOD *** AS DESCRIBED *** BEST BEST *** TOPS WATCH GUY **** a-collection-of-collections ( 101 ) 25-Aug-09 06:49

-- (#330339860598) --

Nice watch thanks 100pdl ( 199 ) 04-Aug-09 05:47

-- (#260434673012) --

thank you loaf1240 ( 2366 ) 12-Jul-09 01:52

-- (#230351441906) --

excellent transaction, AAA++++ coling45 ( 734 ) 08-Jul-09 12:10

-- (#230352163904) --

Except for smple miscommunication, I am very much satisifed with the item,tnx daniel.uow ( 25 ) 19-Jun-09 12:43

-- (#330336671647) --

excellent service and packaging of item. hotsexymama101 ( 21 ) 11-Jun-09 15:21

-- (#330332769599) --

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Recent Feedback Ratings (last 12 months)

1 month 6 months 12 months

Positive 0 20 79

Neutral 0 0 0

Negative 0 0 0

Detailed Seller Ratings (last 12 months)

Criteria Average rating Number of ratings

Item as described 44

Communication 44

Postage time 44

Postage and handling charges 43

Feedback as a seller Feedback as a buyer All Feedback Feedback left for others

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Bid History

To help keep the eBay community safe, enhance bidder privacy, and protect our members from fraudulent emails,only you and the seller of the item can view your User ID in bid history. Other members will see anonymous names.

Bidders: 7 Bids: 11 Time left: 2 days 10 hours 33 mins Duration: 7 days

Only actual bids (not automatic bids generated up to a bidder's maximum) are shown. Automatic bids may beplaced days or hours before a listing ends. Learn more about bidding.

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Bidder Bid Amount Bid Time

a***o ( 92 ) AU $7,100.00 08-Dec-0907:40:16 AEDST

2***h ( 0 ) AU $7,000.00 06-Dec-09 12:03:05 AEDST

0***m ( private ) AU $7,000.00 08-Dec-09 00:36:04 AEDST

a***o ( 92 ) AU $6,750.00 07-Dec-09 22:31:20 AEDST

e***6 ( 69 ) AU $6,500.00 04-Dec-09 16:26:25 AEDST

c***n ( 225 ) AU $6,010.00 04-Dec-09 11:21:49 AEDST

e***6 ( 69 ) AU $6,000.00 04-Dec-09 07:38:58 AEDST

c***n ( 225 ) AU $5,810.00 04-Dec-09 11:21:26 AEDST

d***l ( 293 ) AU $5,501.01 04-Dec-09 05:02:32 AEDST

m***w ( 229 ) AU $5,500.00 04-Dec-09 07:19:55 AEDST

c***n ( 225 ) AU $5,000.00 04-Dec-09 04:14:46 AEDST

Starting Price AU $5,000.00 04-Dec-09 01:00:55 AEDST

If you and another bidder placed the same bid amount, the earlier bid takes priority. You can retract your bidunder certain circumstances only.

Item number: 330383158933

RolexCosmographDaytonaCosmographsteel and goldSee item description

Buy It Now priceis no longeravailable sincebidding hasstarted.

Current bid: AU $7,100.00Postage: Free -- Local

Pickup. Additionalservices available.

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An Enterprise Version: Components

12

Competence

Capability

Capacity

Culture Commercial Viability

Complexity (of project)

Compliance

Confidence


Vision

13

A single rating = a snapshot; multiple ratings over time measure business improvement and delivery performance


MethodologyOpen Standards Based

• Mutual Assessment Framework (or an opinion market)– Competency:

• Assessed against certification standards; evidence-based Quality, Project Management, Risk Management, Service Management,

Environmental, OH&S…

– Capability:• Assessed against 5 stage CMM scale (P3M3 comparable) Ad hoc ––> Repeatable ––> Defined ––> Managed ––> Optimised

– Capacity:• Assessed by reference to current and future workload; special requirements

– Culture of the organisation• Culture diagnostic – hierarchical vs self-directed etc

– Complexity• Assessed by reference to project classification

– Commercial Viability:• Standard business referencing

– Compliance• Declaration; provision of a code of ethics

14


Symmetric Assessment Framework

Competencies

Provider or Partner2 Capability

Program Complexity

Purchaser or Partner1 Capability

15


Project/Relationship Classification

16


Competencies

17

Competencies are fine...

...but Capabilities are critical to success

• Capabilities delivered in the project

• Processes documented and applied

• People trained, tested and empowered

18


Capabilities (P3M3)

19

Who should do the scoring?

20

The parties. They are best placed.

The challenge is to minimise bias


Capability Scoring

• On-line tool

• Self-assessment

• Counterpart assessment

• Moderation

• When?– Concept viability (“can we do this?”)

– At project initiation;

– Gate 0; circuit-breaker

– Repeated with Gateway Reviews; or periodically during program

• Multiple snapshots – time series to measure progress

21


Assessing Culture

• Brief diagnostic to measure:– Agility– Direction– Engagement– Innovation – Execution– External orientation– Performance orientation– Trust

• To inform the parties

22


Process

23

Inititiate

•  Willing parties •  Project,

contract or relationship

•  Identify respondents

Assess

•  Competencies •  Capabilities •  Culture •  Complexity of

project

Report

•  Overall scores •  Gaps •  Moderate

discussion

5-10 working days


Outputs

• A published, overall “rating” for project classifications

• Detailed scoring – competency, capabilities against different project types

• P3M3 build up, as projects assessed

• Exceptions listed

24

A

B

C

D

E F

G

H

A

B

C

D E

F

G

H

0 1 2 3 4 5

Seeking Complements

Customer Supplier


Competency Example

25


Capability Example

26


Culture Example

27


Benefits

• Creates an objective, independent evidence base to establish “capability reputation” for all players in projects

• Standardised, comparable scoring mechanism with counterpart purchaser-provider, in real world project context‣ Both benchmarking and capability maturity (P3M3)

‣ Highlights relative strengths/weaknesses in relationship or program delivery

• Contextual: scores relative to complexity (size, scope, risk …)

• Comprehensive process, fast and efficient

‣ Minimal resource impact, rapid turnaround

‣ Current, timely data available (“real time”)

• Complete picture of performance:

‣ competence, capability, capacity and commercial viability

28


Applications

• Customer – supplier

• Purchaser – provider

• Shared services

• Policy – service delivery

• Internal collaboration

• …

• …

29


Current participants

• Major government agencies

• Major vendors

• Large public sector shared services agency– With key vendors

– With key clients

• External supplier, internal systems integration

• Internal parties delivery policy and service delivery

30

Questions?

31


Acknowledgements

• OGC

– PRINCE2, ITIL and P3M3 are all trademarks of the UK Office of Government Commerce

– The Common Assessment Framework (CAF) is a methodology, parts of which C-Metrics has been given access to, on a shared IP basis

• Culture-Strategy Fit, Inc (Canada)

• Relevant ISO/Australian Standards & related practices

32