BRMi operations and service delivery teams embrace several complementary standards, which are the basis for BRMi’s consistently high service quality and efficiency. Contrarily, many organizations struggle with implementing standard practices and procedures that disrupt their back-office operations and service delivery teams. It can be unnecessarily challenging if implementation is not approached with the long view of the overall value they will provide.
BRMi regarded the use of standards as a key technique for enabling high quality and efficiency and used them to institutionalize our client delivery and business operations functions. We quickly discovered that implementing additional meaningful standards became a value multiplier. The benefits take many forms. Improvements in service delivery quality and consistency lead to increased customer satisfaction; project team members avoid recreating common project artifacts when they use standard templates and processes, enabling them to quickly focus on customer requirements; and standardization of metrics leads to meaningful data analyses that help executives make better service delivery decisions.
Embracing efforts to earn our CMMI for Services and CMMI for Development certifications in conjunction with our ISO 9001 (quality), ISO/IEC 20000 (IT service), and ISO/IEC 27001 (information security) certifications has been rewarding for us as an organization in that it developed, matured, and institutionalized best practices. Our aggregate customer satisfaction score of greater than 96% approval demonstrates the value of pairing innovative teams with standard management system approaches. Good standard practices and procedures greatly contribute to BRMi’s ability to deliver “Automation Solutions That Work the First Time.”