2016 benchmark report becoming a dynamic services business

This is the ninth-annual Professional Services Maturity Benchmark provided by Service Performance Insight, a global research, consulting and training organisation dedicated to helping professional service organisations make improvements in productivity and profits. In 2007 Service Performance Insight developed the PS Maturity Model as a strategic planning and management framework. It is now an industry-leading performance improvement tool used by over 10 000 service and project-oriented organisations to chart their course to service excellence. This edition of the report, based on much larger data, includes expanded vertical market coverage including Value Added Resellers, Managed Service providers, Research and Development and Staffing. Service Performance Insight also improved the statistical depth and data validity for architects and engineers, accountancies and marketing and advertising firms.

For project-based organisations, the ubiquitous digital transformation offers both an opportunity and challenge. As technology and engagement models evolve, organisations that adapt and align their service offerings and people investments at the speed of innovation, have a distinct competitive advantage. Embracing the digital revolution provides the opportunity to differentiate your project delivery-based business. The challenge lies in the ability to identify, prioritise and execute upon new business models that can bring together people, data, and processes to create value for increasingly discerning customers. Tangible evidence of this digital transformation and its impact on the project-based businesses is clearly presented through the research conducted by Service Performance Insight.

Customers are armed with information in ways not previously possible, and the bar for service delivery excellence is raised every day. To deliver exceptional customer experiences while ensuring business growth and profitability, requires a successful service delivery model and purpose-built solutions that can support it. Microsoft’s commitment to ‘empower every person and every organisation on the planet to achieve more’ ensures that the solutions and experiences that we deliver to project-based businesses are helping them be successful every day.

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