Effective strategies bring together targets, customers, and their business problems to demonstrate how a solution solves those problems differently, uniquely, or better than its competitors. 
For a strategy to be effective, the role 
and charter of the organization must be defined, embraced, supported, and communicated 
throughout the company.
 
Depending on whether the strategy is to primarily support the sale of products, or to drive revenue and profit; organisation goals and measurements will vary. 
 
Leadership skills and competencies must mature as the organisation matures. 
Culture is the unwritten customs, behaviors, and beliefs that determine the “rules of the game” for decision making, structure, and power. 
 The core leadership pillar processes include setting strategy, business planning, goal setting, and management.

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Management and leadership

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Client relations (marketing, customer service & sales) 

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Effective client management involves developing a clear and compelling go-to-market strategy. 

The strategy defines target buyers, their requirements and how your solution solves their challenges in a differentiated way.

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Human capital (HR)

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Human Resources is the ability to attract, hire, retain and motivate a high-quality consulting staff. With changing workforce demographics, talent management has increased in 
importance. 

High-caliber employees represent the essence, brand and reputation of the firm. 
 
Professional Services Organisations (or consultancies) have adopted hybrid on, near, and off-shore staffing models which put increased pressure on customer-facing staff to develop client relationships and more carefully define client requirements. 
 
Demands for career planning, skill development and flexible work options have intensified.

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Service execution 

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Service execution is the methodologies, processes and tools to effectively schedule, deploy and measure the quality of the service delivery process. 
Service execution involves several factors: From resource management, to delivering projects in a 
predictable and acceptable time frame, to reducing cost while improving project quality and 
harvesting knowledge. 
 
Processes include resource management, capacity planning, project planning and quality control, knowledge management and methodology and tool development.

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Finance and operations 

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Finance and operations is the ability to manage services profit and loss — to generate 
revenue and profit while developing repeatable operating processes. The finance and operations pillar focus on revenue, margin and cost and the financial, contractual and IT operating processes and controls required to run a profitable and predictable business.

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Pillar

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Max score 

Your Score

Your level

Client relations

Human capital

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Management and leadership 

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Level 1 - Initiated

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Vision and strategy comes from the company owner and leaders are doers. Processes are ad hoc and not documented. Reporting takes place in an informal, unstructured way and financial insights and control is limited.

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Level 2 - Piloted

The overall strategy is to drive customer 
adoption and references profitably. 
Leaders focus on profit and loss and client 
relationships.

Level 3 - Deployed

Remarks Score Management and leadership

Benchmark Management and leadership

Remarks Score Client relations 

Benchmark Client relations 

Remarks Score Human capital

Benchmark Human capital

Remarks Score Service execution 

Benchmark Service execution 

Remarks Score Finance and operations  

Benchmark Finance and operations 

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We have documented processes that employees follow 

Vision and mission are documented and known in the company

We report on company KPIs every month

We have efficient processes for capacity planning and resource management

Management are good at following up on the difference between time estimates and registred hours (how we actually spend our time)

We have a documented go-to-market strategy

Marketing develop thought leadership to build the brand

Sales work to build, nurture and grow a pipeline of customers

We measure customer satisfaction consistently

We have guidelines for estimates, offers and contract management

All employees have a career development plan

We keep track of holidays, flex and overtime in a systematic way

All employees have access to the KPIs that are important for them

Our employees are highly specialised 

Across the company we know and share knowledge on the competencies of each employee

We have regular meetings where we follow up on projects 

Majority of customer projects are completed on time and within budget

We share details about projects like registered hours, budgets, tasks, and milestones in one system

We evaluate projects when they are completed to improve on project management and profitability

Employees track time on a daily basis

We have experienced revenue growth above 11% in 2021

We use a variety of payment models; eg. prepaid, subscription models, fixed price 

Employee turnover rate was less than 10% in 2021

Employee utilization was above 70% in 2021 on average

We have integrated our solutions for time tracking, project management, invoicing and business intelligence

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Maturity Assessment for Consulting Industry and Professional Services Organisations

Maturity Assessment ver.2