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Competency, Capability And
Business Improvement
Tim Conway, Director, C-Metrics Pty Ltd
M: +61 410 628 655
E: tim.conway @ c-metrics.com
W: www.c-metrics.com
© C-Metrics™ 2009. All rights reserved. No part of this document may be reproduced in any form without the
express written permission of C-Metrics Pty Ltd
“C-Metrics” and the C-Metrics logo are trademarks of C-Metrics Pty Ltd and must not be used without prior
permission and appropriate acknowledgement

COMMERCIAL-IN-CONFIDENCE
Agenda
• The problem
• The project context
• Dancing the tango
• Reputation and relationships
• Solutions must be standards-based
• Methodology
• Output
• Benefits
• Problem avoidance
2

3
“If you can measure it, you can manage it; if you can’t
measure it, you can’t manage it; if you can’t manage
it, it’s because you can’t measure it; and if you
managed it, it’s because you measured it...
...but don’t mistake the measures
themselves for the things they were
intended to measure.”
Art or Science?

Standish Group
“Chaos” Reports
4

Standard Diagnoses
5
• Poor planning
• Unclear goals and objectives
• Objective(s) changes during project
• Unrealistic time/resource estimates
• Lack of executive support or user involvement
• Failure to communicate and act as a team
• Inappropriate skills

The Challenge:
How do we create some foresight,
which has the clarity of hindsight?
6

Problem Statement #1:
Reputation & Capability
– Who to buy from?
– Who to sell to?
– Who can deliver?
– Who will pay?
– Who knows what they want (specifications)?
‣ Delivers quality, timeliness and cost effectiveness
‣ Manages uncertainty
‣ Creates/offers/delivers trust
7

Projects: Who’s Responsible? Are they Capable?
8
Who has (a) the responsibility and
(b) the capabilities to deliver?

It takes two...!
9

Successful Relationships
10

A Reputation Model:
eBay
Enlarge
11 bids
, Visa/MasterCard, Money order/Bank
cheque, Other - See seller's payment
instructions, Bank Deposit | See details
7 day money back, buyer pays return shipping |
Read details
Description Postage and payments
Back to Search Results | Listed in category: Jewellery > Watches > Wristwatches > Men
Watch this item
Rolex Cosmograph Daytona Cosmograph steel
and gold
Rolex Cosmograph Daytona Auto Zenith base Cal Grey Dial
Item condition: Used
Time left: 2 days 10hours (11 Dec, 2009 01:00:55 AEDST)
Bid history:
Current bid: AU $7,100.00
Enter maximum bid: AU $
(Enter AU $7,200.00 or more)
Watch this item
Postage: Local Pickup | See all details
Estimated delivery time varies
Payments:
Returns:
Seller info
shonie0 ( 1208 )
100% Positive feedback
Ask a question
Save this seller
See other items
Visit store: Armadale Watch
Gallery
Other item info
Item number: 330383158933
Item location: South Yarra ,
Victoria,
Australia
Posts to: Worldwide
See exclusions
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Report item
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Place bid
Item specifics - Wristwatches
Brand: Rolex Type: Self-winding
Model: Daytona Casing: Stainl. Steel/Yell. Gold
Year of manufacture: 1997 Watchband: Stainl. Steel/Yell. Gold
Condition: Used Gender: Men's
Function & Features: Chronograph, Water Resistant
Place bid
Home > Community > Feedback Forum > Feedback Profile
Feedback Profile
shonie0 ( 1208 )
Positive Feedback (last 12 months): 100% [How is Feedback Percentage calculated?]
Member since: 09-Apr-99 in Australia
Member Quick Links
Contact member
View items for sale
View seller's Store
View more options
1,127 Feedback received (viewing 1-25) Revised Feedback: 0
G'day (yawn!)! Sign out Contact Us | Site Map
Advanced SearchAll Categories Search
Buy Sell My eBay Community Help
Recent Feedback Ratings (last 12 months)
1 month 6 months 12 months
Positive 0 20 79
Neutral 0 0 0
Negative 0 0 0
Detailed Seller Ratings (last 12 months)
Criteria Average rating Number of ratings
Item as described 44
Communication 44
Postage time 44
Postage and handling charges 43
Feedback as a seller Feedback as a buyer All Feedback Feedback left for others
Back to item description
Bid History
To help keep the eBay community safe, enhance bidder privacy, and protect our members from fraudulent emails,
only you and the seller of the item can view your User ID in bid history. Other members will see anonymous names.
Bidders: 7 Bids: 11 Time left: 2 days 10 hours 33 mins Duration: 7 days
Only actual bids (not automatic bids generated up to a bidder's maximum) are shown. Automatic bids may be
placed days or hours before a listing ends. Learn more about bidding.
Show automatic bids
Bidder Bid Amount Bid Time
a***o ( 92 ) AU $7,100.00
08-Dec-09
07:40:16 AEDST
2***h ( 0 ) AU $7,000.00 06-Dec-09 12:03:05 AEDST
0***m ( private ) AU $7,000.00 08-Dec-09 00:36:04 AEDST
a***o ( 92 ) AU $6,750.00 07-Dec-09 22:31:20 AEDST
e***6 ( 69 ) AU $6,500.00 04-Dec-09 16:26:25 AEDST
c***n ( 225 ) AU $6,010.00 04-Dec-09 11:21:49 AEDST
e***6 ( 69 ) AU $6,000.00 04-Dec-09 07:38:58 AEDST
c***n ( 225 ) AU $5,810.00 04-Dec-09 11:21:26 AEDST
d***l ( 293 ) AU $5,501.01 04-Dec-09 05:02:32 AEDST
m***w ( 229 ) AU $5,500.00 04-Dec-09 07:19:55 AEDST
c***n ( 225 ) AU $5,000.00 04-Dec-09 04:14:46 AEDST
Starting Price AU $5,000.00 04-Dec-09 01:00:55 AEDST
If you and another bidder placed the same bid amount, the earlier bid takes priority. You can retract your bid
under certain circumstances only.
Item number: 330383158933
Rolex
Cosmograph
Daytona
Cosmograph
steel and gold
See item description
Buy It Now price
is no longer
available since
bidding has
started.
Current bid: AU $7,100.00
Postage: Free -- Local
Pickup. Additional
services available.
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this Web site constitutes acceptance of the eBay User Agreement and Privacy Policy.
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Enter your maximum bid:
Place bid
(Enter AU $7,200.00 or more)

An Enterprise Version:
Components
12
Competence
Capability
Capacity
Culture
Commercial
Viability
Complexity
(of project)
Compliance
Confidence

Vision
13
A single rating = a snapshot; multiple ratings
over time measure business improvement
and delivery performance

Methodology
Open Standards Based
• Mutual Assessment Framework (or an opinion market)
– Competency:
• Assessed against certification standards; evidence-based
Quality, Project Management, Risk Management, Service Management,
Environmental, OH&S…
– Capability:
• Assessed against 5 stage CMM scale (P3M3 comparable)
Ad hoc ––> Repeatable ––> Defined ––> Managed ––> Optimised
– Capacity:
• Assessed by reference to current and future workload; special requirements
– Culture of the organisation
• Culture diagnostic – hierarchical vs self-directed etc
– Complexity
• Assessed by reference to project classification
– Commercial Viability:
• Standard business referencing
– Compliance
• Declaration; provision of a code of ethics
14

Symmetric Assessment
Framework
Competencies
Provider or Partner2
Capability
Program Complexity
Purchaser or Partner1
Capability
15

Project/Relationship
Classification
16

Competencies
17

Competencies are fine...
...but Capabilities are critical to success
• Capabilities delivered in the project
• Processes documented and applied
• People trained, tested and empowered
18

Capabilities (P3M3)
19

Who should do the scoring?
20
The parties. They are best placed.
The challenge is to minimise bias

Capability Scoring
• On-line tool
• Self-assessment
• Counterpart assessment
• Moderation
• When?
– Concept viability (“can we do this?”)
– At project initiation;
– Gate 0; circuit-breaker
– Repeated with Gateway Reviews; or periodically during program
• Multiple snapshots
– time series to measure progress
21

Assessing Culture
• Brief diagnostic to measure:
– Agility
– Direction
– Engagement
– Innovation
– Execution
– External orientation
– Performance orientation
– Trust
• To inform the parties
22

Process
23
Inititiate
•  Willing parties
•  Project,
contract or
relationship
•  Identify
respondents
Assess
•  Competencies
•  Capabilities
•  Culture
•  Complexity of
project
Report
•  Overall scores
•  Gaps
•  Moderate
discussion
5-10 working days

Outputs
• A published, overall “rating”
for project classifications
• Detailed scoring –
competency, capabilities
against different project
types
• P3M3 build up, as projects
assessed
• Exceptions listed
24
A
B
C
D
E
F
G
H
A
B
C
D
E
F
G
H
0
1
2
3
4
5
Seeking Complements
Customer Supplier

Competency Example
25

Capability Example
26

Culture Example
27

Benefits
• Creates an objective, independent evidence base to establish
“capability reputation” for all players in projects
• Standardised, comparable scoring mechanism with counterpart
purchaser-provider, in real world project context
‣ Both benchmarking and capability maturity (P3M3)
‣ Highlights relative strengths/weaknesses in relationship or program delivery
• Contextual: scores relative to complexity (size, scope, risk …)
• Comprehensive process, fast and efficient
‣ Minimal resource impact, rapid turnaround
‣ Current, timely data available (“real time”)
• Complete picture of performance:
‣ competence, capability, capacity and commercial viability
28

Applications
• Customer – supplier
• Purchaser – provider
• Shared services
• Policy – service delivery
• Internal collaboration
• …
• …
29

Current participants
• Major government agencies
• Major vendors
• Large public sector shared services agency
– With key vendors
– With key clients
• External supplier, internal systems integration
• Internal parties delivery policy and service
delivery
30

Acknowledgements
• OGC
– PRINCE2, ITIL and P3M3 are all trademarks of the UK
Office of Government Commerce
– The Common Assessment Framework (CAF) is a
methodology, parts of which C-Metrics has been given
access to, on a shared IP basis
• Culture-Strategy Fit, Inc (Canada)
• Relevant ISO/Australian Standards & related
practices
32

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Presentation to the Canberra Branch of the Australian Computer Society, October 2010

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Presentation to the Canberra Branch of the Australian Computer Society, October 2010