How Progress Software Professional Services Took "Global" From Concept to Reality
July 18, 2011 – Progress Software Corporation is a global enterprise software company that enables organizations to achieve higher levels of business performance by improving operational responsiveness. Operational responsiveness is the ability of business processes and systems to respond to changing business conditions and customer interactions as they occur. TOP Step Consulting partnered with Progress to implement the baseline NetSuite OpenAir system, then continued on to 3 additional projects to align standards and processes globally, including:
- Expansion of the initial Professional Services Automation project to align global processes and reflect these in the OpenAir system. The development of a consistent standard would enable the visibility needed to manage the growing operations. Challenging issues included resource management, revenue recognition, organizational responsibilities, and increasing system adoption.
- Implementation of a global Project Management Office (PMO) methodology. This focused not only on consistent usage of PM methods, tools and templates, and knowledge management, but also on the processes for setting up, tracking and monitoring projects within the new PSA system.
- Implementation of a Service Definition Framework (SDF) to define service offerings enabling consistency, repeatability, and high-quality delivery. A framework was needed for defining and developing a service offering. The core offering that was developed would later be a part of the Progress RPM™ solution.
