Digital Apps Americas – QBR

A Delivery / Account Management Model that WORKS!

Is your delivery organization a cost center or a profit center?

This methodology is proven to increase top line revenue and increase bottom line profitability on global scale.

Joshua FoxJoshua_Fox@Ymail.com

704.649.6384

Organizational Objective: GROWTH

1. Introductions and Purpose of the Meeting

2. Expectations

3. Client Dialogue Shift

4. QBR Format

5. Current State vs Future State

6. FY17 CTO Efficiency

7. Servant Leadership

8. Questions and Open Discussion

Delivery Expectations

1. DELIVERY EXCELLENCE• Deliver on time• Deliver on budget

2. Unsolicited Proposals• Equal to 50% of Annual Portfolio • 10% of Annual Portfolio each Quarter

3. Next Gen / Solution Oriented Meetings • Minimum of 2 Practice / Consulting COE meetings scheduled per Quarter• Minimum of 10 Practice / Consulting COE meetings scheduled per year

• 4 meetings should be outside of Applications• Meetings should be in Concert with Sales / Account Management• Meetings should address a specific Business Problem

4. Social Media / Thought Leadership• Monthly (minimum) Industry or Technology related Linkedin Articles• 5 White Paper / Case Study /Year (Minimum of 1 per quarter)

5. QBR for all accounts

6. Management and Organizational Cadence with reoccurring 1x1

7. Quarterly Team Building Events

1. Deliver within Cost envelope at deal signoff

2. CSAT SCORES

3. Project Renewal

4. Client Rebadge• No client rebadges without a trade for value

5. Account Efficiency Targets• SubK Conversions• Rate Increases• Tier Mix• Offshore Mix• Billability

6. Deliver on Time & and on Budget

Expectations Cont.

Paradigm Shift

• Current State Discussions• XXX Headcount• Attrition• What type of people do you need• Here is a resume

• Improved Discussion Focus • Here are the risks that we Identified and how we can partner to mitigate• We can build a team to solve __________ business problem with Next Gen solutions• We can accelerate _________ Corporate business objective by _____________• ________ Next Gen offering can save you _______ dollars a year over 5 years• Here is a solution to a specific problem• We can reduce your cost by _________ leveraging this NextGen Solution

QBR Format• Refer to Template

• Sprint Format• What did we accomplish

• Here is how many people we placed What did the people do and what impact did we make to your business.

• What are we going to accomplish• Here’s our candidate pipeline for next quarter Here is the value we will bring with our team

• Identified RISK (with mitigation and solution recommendations)• One BIG ASK per quarter related to CSC Next Gen Offering

• Focus on Solutions and Accomplishments• Ex: report briefly on headcount but move discussions to what the headcount is accomplishing

for each area. Elevate from a staff augmentation model discussion to a SOLUTION PARTNER

Corporate Business Model • Cost Structure: Service providers have an internal support model that is built to deliver

scalable solutions to clients that solve business problems. This model has higher cost to

maintain and warrants higher margins than what staff aug / commodity IT delivers.• Domain Expertise• Next Gen repeatable Solutions• OSS• Delivery• Sales• COE

• Staffing business should be maintained to retain revenue while driving solution based work• Staff Aug will not support a service provider model and hinders growth• Staffing is commoditized and offers little differentiation

• Delivery Structure• Realign from a staff aug mindset that does not return margins and profitability to support a cost

structure or model to a solution oriented delivery organization• Drive problem solving culture down into the entire delivery organization• Facilitate communication up to management

Current StateDelivery Leader

Consultants

• Staff Aug Focused• Difficult Span of Control• Lack of leadership cultivating

Unilateral Communication

Future StateDelivery Leader

Field Manager

Consultants

Field manager

Consultants

Field manager

Consultants

Field Manager

Consultants

• Solution Focused• Problem solving from ground up• Scalable• Leadership cultivating & Enabling

Bilateral Communication

Mentoring & Leading• Highly Experienced Leaders: Many years of experience and Tribal Knowledge of the Industry

• Field Managers• Intentionally seek out Freshers • Be intentional about contagious energy

• Challenge and Draw out fresh ideas• Be a Coach

• Make it a goal to accelerate someone’s career• Influential Leadership > Positional

• Freshers and Junior Team Members:• Draft a Mentor• Find someone to challenge you personally and professionally• Set goals and seek accountability• Learn from battle scars of more experienced colleagues• Have contagious energy and enthusiasm

CTO Organizational Efficiency

REALITY: A business must drive bottom line profitability in order to advance and continue to

afford to be a vehicle to add value to clients and effectively care for employees. Bottom line

profitability ideally comes from growth but can come from removing cost and a business must

right size in order to survive.

OBJECTIVE: Delivery must contribute as a profit center or the business will perceive delivery as

a cost center. Profit centers get investments!

Lever # 1:• Drive bill rates up• High margin solutions• SubK Conversions• Growth through

problem solving

Lever #2:• Cost Take Out• Pyramid• Offshore Mix

Servant Leadership1. Treat your team as if you work for them

• Add value to your team• Encourage your team to identify opportunities• Cultivate solutions for clients around your team’s passion and experience

2. Challenge your team

3. Challenge yourself• People leave managers - not companies

4. Change the culture in your organization

What problems will you solve with

your clients to GROW our business?