Project Management Professional

About EXCEED

• Founded in 1998• Small Disadvantaged Business• ISO 9001:2008 Certified• ISO 20000-1:2011 Certification in Process• MDOT MBE Certified• VA SWAM Certified• Headquartered in Lanham, MD• 125 Employees• Exemplary Performance Record

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Service Offerings• Document Management – Records Processing, Scanning/Imaging, File Operations, Data

Entry

• Enterprise Service Desk – Helpdesk, Contact Center, IT Operations and Maintenance • Integrated Security Consulting – IT/Physical Security, Policies/Procedures, Threat/Risk

Assessment

• Integrated Systems Design and Planning – Technical Data Development, Configurations, CONOPS

• Systems Integration and Implementation – Physical, Electronic, and IT Security Integration

• Acquisition Support – Procurement Support, Contract Close-out, Grants Management 3

PMO Definition• A PMO is an organizational body or entity assigned various responsibilities

related to the centralized and coordinated management of those projects under its domain - PMBOK

• Other responsibilities include:– Manage shared resources across all projects– Identify and develop a project management methodology, best practices, and standards– Coach, mentor, train, and provide oversight– Monitor compliance with project management standards, policies, procedures, and templates via

project audits– Develop and manage project policies, procedures, templates, and other shared documentation– Coordinate communication

• A strategic driver for organizational excellence4

Why have a PMO???

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PMO Benefits• Projects Align with Organizational Goals:

– The PMO ensures that all projects worked in an organization have benefits that truly align to the most important needs and objectives of the business

– If the nature of the business environment changes significantly, the PMO will decide what impact if any this will have on the active projects 

• Project Success Rates Increase:– The PMO ensures that all needed resources are available and allocated before the start of the

project – The PMO monitors the project plan and budget throughout the lifecycle to ensure that the project

remains on track, and that resources are available as needed– These activities increase the number of projects completed on time, on budget and in scope

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PMO Benefits• Project Management Competence Increases:

– Skill and competence of project management activities improve over time– Formal or informal mentoring programs for all project managers improves

project management skills

• Standards and Templates are Developed and Improved:– The PMO provides useful, practical and helpful project templates – These templates are revised as often as necessary to ensure that the right

type of documentation is being created – Clear guidance is provided to ensure that the minimum number of

documents are created for any particular project 7

EXCEED’s PMO

• EXCEED’s PMO is managed by certified Project Management Professionals (PMPs) and ITIL certified Project Managers

• EXCEED’s PMO framework abides by International Organization for Standardization (ISO) 9001:2008 and ISO 20000-1:2011 standards

• EXCEED’s PMO utilizes best practices established by the Project Management Institute (PMI) and the Information Technology Infrastructure Library (ITIL)

• Through standardization, our PMO allows EXCEED to manage projects more consistently, with better visibility, while lowering overall project costs

• EXCEED’s PMO is a centralized team striving to bring standardization to projects within the company

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EXCEED’s PMO

• The PMO provides:– Industry standards– Processes– Templates– Metrics– Knowledge Base

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Industry Standards• EXCEED’s PMO bases its framework around ISO 9001:2008 and

ISO 20000-1:2011 AND project management principles, practices and processes based on industry standard methodologies such as the Project Management Body of Knowledge (PMBOK) and the Information Technology Infrastructure Library (ITIL)

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PMO Framework

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Industry Standards

• ISO 9001:2008

– Certification for Quality Management Systems (QMS)– Designed to assist organizations ensure they meet the needs of the customer and other

stakeholders– Over 1M organizations worldwide are certified– One of the most widely used management tools in the world– EXCEED is currently certified– Our QMS supports:

• Operations• Business Development• Human Resources• Contracts and Administration• Purchasing• Finance• Information Technology 12

Industry Standards

• As an ISO 9001:2008 certified organization, we maintain a Quality Management System (QMS). This system ensures our:

– Operating policies and procedures are standardized– Quality processes are repeatable and quality driven– Process improvements are continuous actions that are monitored to completion– Performance meets and exceeds the clients objectives

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Client Satisfaction

• Reliability• Cost• Accuracy• Delivery/timeliness• Quality• Business Relations• Personnel• Customer Support• Responsiveness• Sub-contractors (if applicable)

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Client Satisfaction• December 2011 Client Satisfaction Survey:

– Surveyed 10 clients– Overall rating of:

4.92 Key: 5.0 - 4.1 = Excellent Key: 4.0 - 3.1 = Above Average Key: 3.0 - 2.1 = Average

2011 – 4.962010 – 4.902009 – 4.912008 – 4.932007 – 4.90

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Industry Standards• ISO 20000-1:2011

– First international standard for IT service management– Established in 2005 and revised in 2011– Growing quickly because of the close alignment with ITIL principles– Organizations that achieve certification can apply techniques to government contracts– The “Standard” is comprised of ten sections:

• Scope• Terms & Definitions• Planning and Implementing Service Management• Requirements for a Management System• Planning & Implementing New or Changed Services• Service Delivery Processes• Relationship Processes• Control Processes• Resolution Processes• Release Process 16

ISO 20000-1:2011Service Management Framework

17BS ISO/IEC 20000-1:2011

Service Management Framework

• ISO 20000 requires the application of the methodology known as “Plan-Do-Check-Act” (W. Edwards Deming) to all parts of the Service Management System:

– PLAN: Establish, document, and agree to the SMS to include policies, objectives, plans and processes to fulfill the service requirement

– DO: Implement and operate the SMS for the design, transition, delivery and improvement of services

– CHECK: Monitor, measure, and review the SMS and the services against the policies, objectives, plans, and service requirements and reporting the results

– ACT: Take actions to continually improve performance of the SMS and the services 18

ISO 20000-1:2011Service Delivery Processes

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ISO 20000-1:2011Relationship Management Processes

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ISO 20000-1:2011 Resolution Processes

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ISO 20000-1:2011 Control Processes

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PMO Build-out

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Industry Standards• Project Management Institute (PMI)

– World’s leading not-for-profit membership association for the project management profession, with more than half a million members and credential holders

– Worldwide advocacy for project management supported by globally-recognized standards and credentials, extensive research programs, and professional development opportunities

– Project Management Professional (PMP) credential (internationally recognized certification)

– PMP certification is the most widely recognized standard in the profession– Approximately 370,000 certified PMPs located in 185 countries– Government, commercial and other organizations employ PMP certified project

managers in an attempt to improve the success rate of projects in all areas of knowledge, by applying a standardized and evolving set of project management principles

– Project Management Body of Knowledge (PMBOK) – 42 processes 24

PMBOK Processes

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Industry Standards

• ITIL v3

– Pronounced “idle”– Established in the mid-1990’s by the UK government who wanted to identify efficiencies

from IT services and learn how the most successful organizations approached service management

– Serves as the definitive guide to best practices in IT– Not limited to IT!– Best practices lead to good practices and good practices lead to best practices– Standards for “service management”– Microsoft adopted ITIL in 2000– Has gone from 30 titles to 5 (23 processes)

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ITIL Processes

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Processes

• Our PMO ensures all projects go through a review for applicable implementation of the PMBOK’s 42 processes for project management and when applicable, ITIL’s 23 processes for IT service management, all the while maintaining compliance w/ ISO 9001:2008 and ISO 20000-1:2011standards

• Our PMO ensures that these standardized processes are in place for total project management from managing risks, to planning schedules, to managing communications, to delivering services, etc.

• The outcomes of these processes produces “artifacts and evidence” which are needed to maintain ISO certifications and future CMMI certification

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Templates• Our PMO will provide standardized templates for all contracts:

• Project Charter• Feasibility Study• Business Case• Project Management Plan• Change Management• Communications Management• Cost Management

HR Management• Procurement Management• Quality Management• Risk Management• Risk Register• Schedule Management• Work Breakdown Structure• Scope Management• Transition Out Planning• Lessons Learned• Project Acceptance

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Metrics

• Over time, our PMO will establish objective metrics which will provide an independent view as to how a contract is progressing, provided in addition to the Project Manager’s status report

– This will work in coordination with our current ISO metrics• Client Satisfaction Surveys

– Profitability margins– Yellow, red, green ratings– A “value-add” to the client

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Knowledge Base

• The PMO will build, maintain, and share a knowledge base of lessons learned and best practices from previous contracts:

– Organizational process assets– Lessons learned database– Everyone should contribute

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Challenges

• Executive level management must be on board and support 100%• Employee support is also critical• Implementing a process culture• Documentation, documentation, and more documentation

– Understanding the purpose behind the extra work!• Training• Enforcement in a positive way• Audits

– Internal– External

• Staying current32

Successful PMO Implementation

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Questions and Discussion

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