We are currently reviewing our Services Office(SO) (PMO), we are trying to determine ways of determining the success of the SO.
i.e. What factors do stakeholders consider determine value in services provided by the Services Office and what is their relative importance. How do we determine if the Services Office is providing value to its stakeholders
Should we include valude components such as
1) Scope of services meets requirement: measured on a rating of 1 … 5. For ratings of lessthan 5 please specify services required but not provided
2) Customer satisfaction – do we do another survey form
3) Cost of management – measured by cost of PM as % of cost of each project phase; relative cost of each phase [determine improvement expected over time}
4) Program performance – measured by % of projects which complete successfully within (10%)? of budget and schedule [determine improvement expected over time]; progress against forecast
These are ideas we have had the difficulty being managing clients perceptions of the service provided.
Any ideas on how to manage these perceptions in a physical way would be appreciated.