Successful service execution maximizes project margins (and done correctly, can make project margins of 60% or more possible), and creates the groundwork for continuous improvement. Poor service execution can easily lead to negative project profitability.
Successful service execution depends on the alignment of HR, sales, service, and finance, the capturing and accurate analysis of all project data, and the implementation of effective resource and project management.
Service execution experienced the most improvement over the years, as firms have realized resource specialization and visibility are now critical to all facets of project delivery. Technology has been the major catalyst here, with automation, virtualization, analytics, and integrated business apps all becoming core parts of the fabric of service delivery.
At the highest level of maturity, firms will have fully integrated operational management solutions (i.e. integrated PSA), continual checks and balances to assure good utilization and bill rates, and complete visibility into global project quality.