If you follow this blog you already know how important it is for your services organization to become experts at managing your human capital. Just-in-Time Resourcing® (JITR) is RTM Consulting’s brand for human capital management services. We introduced JITR to help companies build the right set of capabilities to accomplish the most efficient use of human capital for services operations.
You can learn more about Just-in-Time Resourcing® (JITR) in our previous blog post titled Just-in-Time Resourcing®. However, once you have your processes in place, how do you ensure you are getting optimum outcomes?
There are both quantitative and qualitative methods for measuring success of your resource forecasting process, and of course the effect on project performance. Quantitatively, start by establishing your baseline and measure improvements in the following:
- Utilization – Look for results that meet or exceed industry norms, and equally important look for consistency – does utilization go up and stay up? Effective process change will produce consistently improved results.
- On-time delivery performance – While there are many factors that influence timely delivery, certainly having the right resources available at the right time and place makes a difference. Look for improvements and consistency of schedule performance.
- Cost performance – While there are many factors that influence project costs, certainly having the right resources available at the right time and place makes a difference. Look for improvements and consistency of cost performance. This includes: optimal use of overtime, costs to hire/train, and cost per full-time employee.
- Client and sales team satisfaction – If you measure client and sales satisfaction, these measures can be important barometers of the positive impact of effective a JITR solution.
- Quality – Most well run services organizations will have some method to measure quality. Getting the right person in the right place at the right time will always have a significant bearing on the quality of projects.
Qualitatively, there are many ways to measure success. Each organization will find methods suitable to their needs. Some commons ones include: looking for a decline in fire drill inquiries from the CFO or finance team, resulting from improved forecasting accuracy, or a change in the role of a typical Consulting/PS manager morphing from a reactionary role to a more predictive (and enjoyable) one. Your clients will notice the difference, and comments internally or externally will become more positive and supportive.