World-class PSO: Governance

PSO governance is a hot topic in my world these days. As more reps are getting involved in selling PS and we build out packages and offerings designed to give the sales reps the ability to sell PS without direct involvement from a consultant who sells, how do we ensure that expectations are set properly and that projects can be delivered to ensure a high-level of customer satisfaction AND on-time/on-budget deliver (ie, a profitable PS practice)?

The evolution of a PSO in this direction means implementing standards and processes for governing the practice and ensuring that goals are met, projects are consistently sold and delivered, and customers are getting what they need . This is "PSO Governance."

So what does governance mean for a PSO, anyway? A quick Google search produced a number of results with regard to "IT Governance", but little was found on governance for a World-class PSO. In a lot of ways, its not that different. A PSO, like any business or business unit, needs:

• A defined set of KPIs and SLAs that are measured regularly and on an ongoing basis
• A clear set of goals toward which to work
• A set of processes, tools, and templates to use to ensure success
  

While the leadership team is responsible for defining the strategy and the requirements for governance, all members must provide input, and be held accountable to the KPIs, goals, and their roles in achieving a successful outcome.

In the coming weeks, I will investigate PSO Governance throughout all components of a PSO (sales, marketing, delivery, etc.). As always, I welcome our stories, ideas, and experiences.