Service Performance Insight (SPI) is a global research, consulting and training organization dedicated to helping professional service organizations (PSOs) make quantum improvements in productivity and profit. In 2007, SPI developed the PS Maturity Model™ as a strategic planning and management framework. It is now the industry-leading performance improvement tool used by over 35,000 project- and services-driven organizations to chart their course to service excellence.
The core tenet of the PS Maturity Model™ is PSOs achieve success through the optimization of five Service Performance Pillars™:
SPI provides a unique depth of operating experience combined with unsurpassed analytic capability. We not only diagnose areas for improvement but also provide the business value of change. We then work collaboratively with our clients to create new management processes to transform and ignite performance.
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Service Performance Insight celebrates its 14th annual benchmark report – The 2021 PS Maturity™ Benchmark!
561 firms representing over 300,000 consultants from around the world participated in this benchmark. The 2021 report offers over a decade’s worth of insight and analysis into the market with a view into the key success factors that drive exceptional performance.
2020 was a strange and challenging year for Professional Services with a global pandemic and US elections, which led to uncertainly in the market. A year ago, SPI Research highlighted that after an exceptional 2019, there would be smooth sailing in 2020. Ouch! Leading firms did quite well in 2020 – they grew and invested in their employees. Unfortunately, an equal number of firms suffered, and if they survive, they enter 2021 working even harder to catch up. Many were acquired by their more successful brethren as economies of scale are working to drive market consolidation.
The Professional Services Maturity™ Benchmark provides clear metrics and guidance on over 160 key performance measurements. SPI Research likes to say, “Running a service organization is a game of singles and doubles.” Small percentage improvements in just a few key performance areas can have dramatic bottom-line results. PS executives often feel isolated and have a limited support base to rely on for advice. The Professional Services Maturity™ Benchmark and score-carding process takes the guesswork out of metrics. Completing the PS Maturity™ survey can highlight new avenues for improvement and enable PSOs to conduct their own self-assessment.
Click here to purchase the report