Revolution IT will construct a governance structure with our clients prior to the commencement of the engagement. The makeup of the governance structure is flexible and is tailored to each client and each engagement. On small or short engagements it could be as informal as a regular catch up between our delivery management and the key client stakeholder or for more substantial engagements it may follow a structure similar to the example below.
Our governance structures are based primarily on our Service Delivery Management Framework and customer relationship structures relating to account management. Below is a sample program governance structure. These structures vary depending on our role in the program/project and size & nature of the engagement.
With regard to Quality Assurance, Revolution IT prides itself on consistently aiming to measure our delivery against our own key indicators. The following areas form part of our Service Delivery Management Framework and are applied to all active client engagements.
“Schedule Variance” is used as a performance measure. We target a benchmark of delivering actual duration within +/- 10% of planned duration. Actual duration is measured as number of working days from the actual start of a respective phase / level / type to the completion of deliverables and activities. Delays beyond our control or caused by slippages in entry criteria, defect resolution or key dependencies (customers and vendors) are excluded.
Delivering within budget
“Effort Variance” is used as a performance measure. We target a benchmark of delivering actual effort within +/- 10% of planned effort. Actual effort is measured as number of person days consumed from actual start of a phase / level / type to the completion of deliverables and activities. Delays beyond our control or caused by slippages in prerequisites, defect resolution or key dependencies (customers and vendors) will be excluded.
Revolution IT targets to complete deliverables and activities with a rating of “acceptable quality.” Revolution IT will assist the project/s in assessing the quality of vendor delivered IT solutions through adequate testing before implementation.
Achieving Customer Satisfaction
Revolution IT will conduct a customer satisfaction survey at the end of all projects. Revolution IT targets to achieve “satisfied with Revolution IT services” rating from 90% or more of customer stakeholders.
Revolution IT follows organisation wide quality assurance methods to ensure we meet our client requirements around quality:
- Over 92% of our test practice members are ISTQB trained and certified (International Software Testing Qualifications Board) or equivalent
- Revolution IT testing documentation complies with IEEE standards
- Our delivery methodology provides comprehensive checklists for tasks in each phase
- Revolution IT conducts quantitative metrics based Continuous Improvements Programs
- Each deliverable to a customer is peer reviewed by an independent Subject Matter Expert prior to delivery
- Each deliverable to a customer will be approved by an authorised manager before delivery