Why Maturity Matters
SPI Research's maturity level definitions allow PS firms to discover areas where they are underperforming compared to their peers. In some cases this performance may be a result of the organization's strategy, for instance, deemphasizing service margin to accentuate product sales.
Regardless of the motives, understanding each pillar’s relative maturity can help PS executives identify and implement an improvement strategy to move their organization forward.
Service Performance Insight (SPI Research) first introduced the "New Professional Services Maturity Model™" in January, 2008. Since that time more than 15,000 PS organizations have used it to diagnose their current maturity and visualize the steps required to move to the next level.
The PS Maturity Model
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 15,000 service and project-oriented 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™:
- Leadership – Vision, Strategy and Culture
- Client Relationships
- Human Capital Alignment
- Service Execution
- Finance and Operations
The Professional Services Maturity Model™ is designed to help Professional Service Organizations (PSOs) understand their relative performance compared to an expansive benchmark of peers. It provides visibility into critical business processes and key performance measurements so organizations can compare, diagnose and improve their own performance. It also provides prescriptive advice so organizations can pinpoint current levels of maturity and visualize the steps required to advance to the next level.