1. A Quality Management System for a Project Management Office April 26, 2006 Pat Garrett, PMP

2. 2 Confidential & Proprietary Data Agenda Background Information Current Environment Approach Enterprise Project Management Quality Management System Next Steps

3. 3 Confidential & Proprietary Data Prior Organizational Structure VP Delivery Engagement Director Engagement Director Project Manager Engagement Director Project Manager...... Project Manager Project Manager...... Project Manager Project Manager......

4. 4 Confidential & Proprietary Data Previous Environment Some project management processes and tools existed No education process Processes and tools not consistently used Project results provided opportunity for improvement

5. 5 Confidential & Proprietary Data Quality Policy COMSYS EPMS Quality Policy The COMSYS EPM QMS provides tangible proof to our customers that we have a documented, standardized process for successful project implementations. COMSYS is committed to continually improving the EPM QMS to ensure we meet or exceed customer requirements and expectations. COMSYS EPMS Quality Policy The COMSYS EPM QMS provides tangible proof to our customers that we have a documented, standardized process for successful project implementations. COMSYS is committed to continually improving the EPM QMS to ensure we meet or exceed customer requirements and expectations.

6. 6 Confidential & Proprietary Data Current Organizational Structure VP Delivery Engagement Director Engagement Director EPMO Project Manager Engagement Director Project Manager...... Project Manager Project Manager...... Project Manager Project Manager......

7. 7 Confidential & Proprietary Data Current Environment COMSYS established a “support” Project Management Office Subset of Responsibilities: Develop/maintain an Enterprise Project Management Quality Management System (EPM QMS) Educate project managers in processes and tools Support project managers as needed

8. 8 Confidential & Proprietary Data Current Environment EPM QMS goals: Usable and scalable project management processes Consistent and effective use of project management processes Actual schedule and budget performance within +- 10% of plan Customer satisfaction rating of 85% (minimum) Objective is to achieve ISO 9001:2000 Certification

9. 9 Confidential & Proprietary Data ISO 9000 The ISO 9000 family of standards represents an international consensus on good management practices with the aim of ensuring that the organization can time and time again deliver the product or services that: Meet the customer's quality requirements, and applicable regulatory requirements, while aiming to enhance customer satisfaction, and achieve continual improvement of its performance in pursuit of these objectives.

10. 10 Confidential & Proprietary Data COMSYS Approach Confirmed objectives with executives sponsor Communicated objectives to all stakeholders Interviewed stakeholders (project managers and their management) to understand their requirements and concerns

11. 11 Confidential & Proprietary Data COMSYS Approach Developed initial draft of the EPM QMS, following the ISO 9001:2000 standard Reviewed the draft EPM QMS with the interview group Revised the EPM QMS and developed an Orientation package Delivered Orientation sessions & set target date to begin compliance

12. 12 Confidential & Proprietary Data EPM QMS Section 1.0 Introduction to COMSYS EPM QMS Section 4.0 Quality Management System Defines the basic components of the Quality Management System Section 5.0 Management Responsibility Describes the responsibilities of the COMSYS Managed Solutions management team with regard to project management quality Section 6.0 Resource Management Describes COMSYS’ commitment to providing the human and material resources required to continually meet or clients’ needs and our quality objectives Section 7.0 Enterprise Project Management System Defines the processes used by Managed Solutions Project Managers to meet or exceed customer expectations Section 8.0 Measurement Analysis & Improvement Describes Enterprise-wide quality expectations, standards, and measurements for COMSYS Managed Solutions projects

13. 13 Confidential & Proprietary Data EPM QMS Quality ManualQuality Procedure QM 4.0 Quality Management System QP 4.3 Control of Documents QP 4.4 Control of Records QM 5.0 Management Responsibility QP 5.6 Management Review

14. 14 Confidential & Proprietary Data EPM QMS Quality ManualQuality Procedure QM 6.0 Resource Management QP 6.2.2 Training QM 8.0 Measurement Analysis & Improvement QP 8.2.1 Client Satisfaction QP 8.2.2 Internal Audit QP 8.2.4 Monitoring & Measurement QP 8.5 Corrective & Preventive Actions

15. 15 Confidential & Proprietary Data Customer Trend Report - Example

16. 16 Confidential & Proprietary Data EPM QMS Quality ManualQuality Procedure QM 7.0 Enterprise Project Management System QP 7.1 Developing the Project Management Plan QP 7.2 Project Kickoff Meeting QP 7.3 Scope Planning QP 7.4 Schedule & Budget Planning QP 7.5 Communication Planning QP 7.6 Risk Planning

17. 17 Confidential & Proprietary Data EPM QMS Quality ManualQuality Procedure QM 7.0 Enterprise Project Management System QP 7.7 Resource Planning QP 7.8 Project Change Management QP 7.9 Risk & Issue Management QP 7.10 Performance Reporting QP 7.11 Lessons Learned QP 7.12 Client Acceptance or Termination QP 7.13 Archive Update

18. 18 Confidential & Proprietary Data Where are We Today? Projects started after February 1, 2006 were to show evidence of using the project management processes We decided to give people two months to “get in the swing of things” In April began looking for evidence of compliance

19. 19 Confidential & Proprietary Data Next Steps Face to face meetings with project managers and their managers to determine why processes are not being used Too cumbersome? Don’t see value? Don’t understand them? Actually are doing the processes, but not uploading the documents to the repository? Don’t know how to use the systems! My manager doesn’t care, why should I? If I ignore them, maybe they will go away!

20. 20 Confidential & Proprietary Data Next Steps Create and resolve Corrective Action reports against the EPMS for processes/tools that need improvements Schedule training on systems as needed Initiate monthly management report as defined in the EPM QMS Begin to conduct project audits, initiating Corrective Action reports as necessary

21. 21 Confidential & Proprietary Data Next Steps In second or third quarter of 2007, seek a formal ISO audit which will result in ISO 9001 certification

22. 22 Confidential & Proprietary Data “Quality also marks the search for an ideal after necessity has been satisfied and mere usefulness achieved.” William A. Foster

23. 23 Confidential & Proprietary Data Biggest Challenges? Resistance to change Creating usable documentation and still address all of the ISO required pieces Project performance data resides in two separate systems

24. 24 Confidential & Proprietary Data