Using CMMI, ITIL, and PMBoK to Improve Proposal Operations

Presenter: Brenda Crist

Lohfeld Consulting Group

Current Proposal Practices 
Proposal Management Books Often Focus on Proposal Management Basics: 
    

Capture and Positioning Bid Request Bid Decision Proposal Scheduling and Development Proposal Planning Review Teams These processes are tried and true and promote collaboration and delivery on schedule

³Knowledge is Power´ June 9-12, 2009, Chandler, AZ

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Do These Processes Meet All Your Job Needs?

³Knowledge is Power´ June 9-12, 2009, Chandler, AZ

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Does Your Job Involve Multiple Functions? 
Do You Manage Multiple Projects?  Staffing and Resources  Budgets and Communications  Cost and Quality Control  Do You Provide These Services?  Proposal Systems Design  Pipeline Management  Knowledge Management  Configuration Management  Template Creation  Training Services  Do You Promote Continual Improvement?

³Knowledge is Power´ June 9-12, 2009, Chandler, AZ

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What Can We Learn from Industry to Improve Our Management of These Tasks?

³Knowledge is Power´ June 9-12, 2009, Chandler, AZ

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let¶s use them to improve proposal management ³Knowledge is Power´ June 9-12. AZ 6 . 2009. Project Management Body of Knowledge (PMBoK) can help us effectively manage multiple projects  Information Technology Infrastructure Library (ITIL) can help us deliver better proposal services  Capability Maturity Model Integrated (CMMI) can help us smoothly integrate proposal functions  ISO 9001:2000 can help us improve consistency and quality We write about ³industry best practices´ daily. Chandler.We Can Take Best Practices From:  The Project Management Institute.

What Can We Learn from PMBoK? ³Knowledge is Power´ June 9-12. Chandler. 2009. AZ 7 .

AZ 8 . 2009.PMBoK Highlights Project Planning and Management Scope Management Schedule Management Cost Management Quality Management Human Resources Management Communications Management Risk Management Continuous Improvement Offers a framework for project management backed by project management best practices ³Knowledge is Power´ June 9-12. Chandler.

What Can We Take From PMBoK?  Specific practices for improved: Project Planning Schedule Management Quality Management Communications Management Cost Management Risk Management We can also use PMBoK methods for managing two or more projects concurrently ³Knowledge is Power´ June 9-12. 2009. Chandler. AZ 9 .

30. 15.Project Planning and Scheduling  In advance of proposal activities:  Develop a realistic pipeline to determine workload (preferably Using a Customer Relationship Management (CRM) Tool)  Develop project plans with WBSs and schedules for 10. Chandler. AZ 10 . actual activities Pre-planning + Commitment = Success ³Knowledge is Power´ June 9-12. and 45 day turnarounds  Establish milestones for major capture/proposal activities  Establish agreements with vendors and consultants  Manage to the schedule. 2009. reporting status daily against the milestones  Proactively monitor and record variance of planned vs.

'09 S M F S T T Apr 26. '09 Apr 5. 2009. Chandler. '09 Apr 19.Examples ID# Agency Name 110 210 330 DOE DOC Navy ELMS Program IPS Program TACS Program Description BPR Help Desk Call Center Capture Smith Jones Turner Status Pre-RFP RFP Future RFP Date Value 5/1/09 6/1/09 9/1/09 $25M $50M $40M Create a Pipeline ID 1 2 3 4 5 6 7 8 Task Name RFP Release Kick-O Meeting Storyboards Pink Team Red Team Gold Team Production Delivery Duration 0 days 0 days 0 days 0 days 0 days 0 days 0 days 0 days Start ed 4/1/09 Fri 4/3/09 Thu 4/9/09 Fri 4/10/09 Mon 4/20/09 Mon 4/27/09 ed 4/29/09 Thu 4/30/09 Finish Mar 29. AZ 11 . '09 May 3. '09 S M F S T Create a Work Breakdown Schedule ³Knowledge is Power´ June 9-12. '09 M F S T T 4/1 ed 4/1/09 Fri 4/3/09 Thu 4/9/09 Fri 4/10/09 Mon 4/20/09 Mon 4/27/09 ed 4/29/09 Thu 4/30/09 4/3 4/9 4/10 4/20 4/27 4/29 4/30 Apr 12.

Cost Management  Budget realistically  Plan ways to drive down proposal development costs  Proposal costs are often unpredictable. AZ 12 . leave plenty of cushion in the budget  Implement cost controls and break down work into small incremental pieces  Measure performance  Maintain historic cost data for the next budgeting cycle You will be a hero if you deliver your proposal under your B&P budget ³Knowledge is Power´ June 9-12. Chandler. 2009.

and binders and tabs  Negotiate discount rates for hardware maintenance (printers. AZ 13 . toner cartridges. graphics)  Hold brainstorming sessions after hours w/dinner so billable hours are not lost  Limit review team membership  Control color printer use 30% OFF YOUR NEXT PURCHASE OF PAPER Re-invest savings back into the training of your staff ³Knowledge is Power´ June 9-12. 2009. copiers)  Establish agreements with set rates for services vendors like writing or editing  Create a knowledgebase of reusable written materials (resumes.Tips for Driving Down Costs  Buy supplies in discounts like paper. Chandler.

Chandler. 2009. PMBoK. AZ 14 .Quality Management  Incorporate quality standards  ISO 9001:2000. CMMI  Implement a Quality Assurance Program  Define quality metrics  Define processes for accomplishing milestones  Identify artifacts resulting from reviews  Implement Quality Controls  Compliance and solution reviews  Editorial and document reviews  Book check and media reviews  Evaluate and continuously improve quality Compliance Reviews Editorial Reviews Book and Media Checks The quality of the proposal reflects your company s quality ³Knowledge is Power´ June 9-12.

AZ 15 . 2009.Incremental Quality Controls Capture Plan Check Red Team Gold Team Check Compliance Check(s) Pink Team Check Final Edit Storyboard Check Outline Check Book/ Media Check Build time in for quality reviews throughout the proposal life cycle ³Knowledge is Power´ June 9-12. Chandler.

and responsibilities  Define competencies.Human Resources Management  Define Staffing Plan  Define roles. experience. authority. certifications  Maintain a realistic staffing plan for program and specific proposals  Develop a Training Plan  Define Program-Level Plan  Define Individual Development Plans  Attend APMP events  Develop a Retention Plan  Spot bonus pool or bonus plan  Alternate work schedules for long hours  Morale boosters Develop plans and objectives for training and retaining valued capture and proposal management employees ³Knowledge is Power´ June 9-12. AZ 16 . Chandler. education. 2009.

Communications Management  Five things we can learn from PMBoK:  Create a communications plan and train members in its use  Identify the most effective and secure methods for information distribution  Define the best way for communicating with stakeholders/participants  Identify how to report status  Define your risk escalation path Communications represent a significant part of a proposal manager s daily activities ³Knowledge is Power´ June 9-12. 2009. Chandler. AZ 17 .

Communications Plan ³Knowledge is Power´ June 9-12. 2009. Chandler. AZ 18 .

John Doe SW Dept. 2009. Lack of time  Proposal risks: Solution gaps. Jane Jones  Risk Log  Keep management aware and focused on potential capture and proposal risks to mitigate deficiencies ³Knowledge is Power´ June 9-12. funds). Missing price information. Chandler. Unforeseen RFP changes/amendments Maintain a risk mitigation log  Identify the risk  Person responsible for mitigating the risk  Risk mitigation timeframe and due date  Risk mitigation outcome Discuss risk mitigation during daily standup meetings and at routine staff meetings Date 6/16 6/17 6/18 Risk No Solution for Reports Missing Key Personnel Missing SW Pricing Due 6/26 6/27 6/28 Assigned To James Smith Recruiting. technology. AZ 19 . Lack of key personnel.Risk Management   Define a risk management plan or processes with escalation paths Identify major risks  Proposal program risks: Lack of resources (personnel. Lack of training.

Chandler.What Can We Learn from ITIL? ³Knowledge is Power´ June 9-12. 2009. AZ 20 .

Chandler. 2009. ITIL offers a framework for the delivery of services ³Knowledge is Power´ June 9-12. AZ 21 .Information Technology Infrastructure Library (ITIL) Framework Service Strategy Continual Service Improvement Service Design Service Operation Service Transition If your job requires more than just proposal management.

and service delivery (infrastructure and security management)  Continual Service Improvement measures performance. infrastructure knowledge. implements improvements. Chandler. access mgmt. and ensures expected results are achieved ITIL is an IT infrastructure and services framework originated by the UK Office of Government Commerce ³Knowledge is Power´ June 9-12. develop and implement service management  Service Design describes how to convert your service strategy objectives into service assets  Service Transition describes how to ensure service elements (applications. problem.The ITIL Framework Defined  Service Strategy provides guidance on how to design. facilities) are delivered on schedule  Service Operations provides strategies for service support (incident. 2009. AZ 22 .

Service Strategy and Design  Develop Your Service Strategy  What services are you offering in addition to proposal management and production? o Knowledge management o Data calls/information requests o Change and configuration management o Customer relationship management (CRM) o Pipeline management o Proposal facilities management o Task order registration and processing  Who are your internal/external clients?  What assets do you need? Develop a service strategy that meets the needs of your internal and external clients ³Knowledge is Power´ June 9-12. Chandler. AZ 23 . 2009.

Chandler. 2009.Knowledge Management Services ³Knowledge is Power´ June 9-12. AZ 24 .

AZ 25 . 2009. Chandler.ITIL Knowledge Management Tips  Make knowledge easy to access and intuitive to find  Create an electronic library using directory folders or a collaboration tool  Create instructions for a cheat sheet for finding information  Restrict access to the knowledgebase as appropriate for your company Don¶t re-create the wheel ± build a knowledgebase ³Knowledge is Power´ June 9-12.

and security management  Technical architectures and system flows for operations  Performance management success stories to demonstrate performance at or above industry averages  Problems and solutions  Kudo letters and success stories  Proposal templates  Art library containing photos and graphics ³Knowledge is Power´ June 9-12. communication. quality. and monitoring  Management factoids about retention. certifications  Processes for transition. 2009. configuration. change. incident. human resources.Items to Put in the Knowledgebase  Resumes (updated annually)  Past performance summaries (updated annually)  Processes for program planning. asset. cost control. capacity. problem. degrees. Chandler. risk. availability. release. AZ 26 .

implement ITIL best practices for service management to function most efficiently ³Knowledge is Power´ June 9-12.Do You Feel Like a Help Desk?  Are you always fielding questions about company characteristics? Like number of employees. AZ 27 . 2009. Chandler. certifications or revenue?  Are you always asked for past performance summaries or resumes?  Are you always asked for sample graphics or photos? If you feel like a help desk.

Chandler. and timely information ³Knowledge is Power´ June 9-12. consistent. 2009. AZ 28 . accurate.Consider Adding a Self-Help Feature Work with company executives to determine what type of knowledge should be included in the self-help feature Determine how you will restrict access based on roles Identify what subset of the knowledgebase can be shared Setup policies for adding. updating. and maintaining data The self-help feature can benefit the company by providing secure.

Chandler. 2009.Configuration Management Services ³Knowledge is Power´ June 9-12. AZ 29 .

AZ 30 .ITIL Configuration Management Tips Develop a central repository for managing proposal configuration items (CIs) Develop a folder / structure for the repository for CIs Keep Proposal Assets Under CM Control Routinely review knowledge for timeliness and accuracy Number and label CIs Keeping knowledge under configuration control increases proposal preparation efficiency ³Knowledge is Power´ June 9-12. 2009. Chandler.

Items to Put Under CM Control Capture Plans and CRM data Solicitation. past performance summaries Final proposals (hardcopy and softcopy) Proposal budgets and metrics ³Knowledge is Power´ June 9-12. Q&As. graphics. outlines Templates. debriefs Proposal Management Plans and schedules Kick-off meeting agendas Compliance matrices. black. amendments. storyboards. red. 2009. pink. and gold team versions of the proposal/task order or oral presentations Resumes. Chandler. BAFOs. AZ 31 . photos Background information Input from authors Blue.

AZ 32 . Chandler. 2009.What Can We Learn from CMMI? ³Knowledge is Power´ June 9-12.

and reactive 33 . repeatable. 2009.Capability Maturity Model Integration (CMMI) CMMI is a process improvement approach Level 5 Optimizing Level 4 Quantitatively Managed Level 3 Defined Focus on process improvement Process is measured and controlled Process is defined. poorly controlled. AZ Process is characterized but is often reactive Process in unpredictable. and proactive Level 2 Managed Level 1 Initial ³Knowledge is Power´ June 9-12. Chandler.

AZ 34 .Continual Process Improvement Obtain buy-in for a CPI Program Define SOPs for performing your job Establish metrics Allocate sufficient resources to collect metrics and analyze findings Use IT to facilitate CPI data capture and analysis Monitor performance and record lessons learned Identify and implement improvements Control improvements to verify they achieve the intended result Plan Manage Optimize Start with one or two areas you wish to improve ³Knowledge is Power´ June 9-12. Chandler. 2009.

AZ 35 . 2009.Suggested Measurements Win ratio Completed on schedule Completed within budget Free of editorial defects No unauthorized changes made to baselines All proposal artifacts are kept under CM control Internal clients express high satisfaction with service Select performance metrics and use them to measure how well you perform ³Knowledge is Power´ June 9-12. Chandler.

AZ 36 . Chandler. and improves morale ³Knowledge is Power´ June 9-12. knowledgebase. professional certification programs APMP NCA Professional Day 2008 A well-trained team improves efficiency. just-in-time training knowledgebase Proposal team training: On-the-job training. increases retention.Training Use feedback and metrics to identify training needs Train external clients: Proposal training classes. APMP events. secure. formal proposal training. 2009.

Chandler. 2009.Consider Using Software Development Techniques to Facilitate Proposal Management ³Knowledge is Power´ June 9-12. AZ 37 .

Software Development Methods Applied to Proposal Development The Software Engineering Institute (SEI) originally designed CMM/CMMI to define what processes and activities were needed to develop software Many best practices were developed to specify how these processes and activities should be accomplished: Waterfall Method Spiral Method Iterative Development Method Agile Method Plug and Chug Method Evaluate each solicitation to determine the best process for developing a winning proposal response ³Knowledge is Power´ June 9-12. 2009. Chandler. AZ 38 .

Chandler.Proposal Development Methods to Consider Traditional Development SW Development Techniques Storyboard Annotated Outline Pink Team Red Team Gold Team Production Delivery Waterfall Plug and Chug Iterative Method Spiral Method Agile Method Consider using an iterative development technique if your solution is not established ³Knowledge is Power´ June 9-12. 2009. AZ 39 .

Chandler. so executives can assess progress in comparison to the schedule ³Knowledge is Power´ June 9-12. 2009.Burn Rate/Burn Down Chart Burn Rate/Burn Down Chart When using an iterative/agile development method link accomplishments to a Burn Rate/Burn Down Chart. AZ 120% 100% 80% 60% Forecast 40% Actual 20% 0% A Burn Rate Chart illustrates your performance against the budgeted schedule and cost 40 .

AZ 41 . Chandler. 2009.What Can We Learn from IS 9001:2000? ³Knowledge is Power´ June 9-12.

AZ 42 .ISO 9001:2000 Highlights ISO 9000 is a family of quality management standards maintained by the International Organization for Standardization (ISO) To become ISO 9001:2000 certified you need: A set of procedures covering your business process A plan for monitoring processes Records demonstrating you followed your business processes A plan to check output for defects and a plan for corrective action Regular review processes A plan for continual improvement ³Knowledge is Power´ June 9-12. 2009. Chandler.

2009.We Can Learn to Write Effective SOPs Using ISO Guidance Procedures should have: Clear instructions and a schedule Owner(s) Metrics Monitoring methods Reporting methods Audit methods Set expectations and communicate how you will perform proposal management activities using SOPs ³Knowledge is Power´ June 9-12. Chandler. AZ 43 .

proposal schedule. AZ Agenda distributed at the Kick-Off Meeting and stored in the Proposal Library Quarterly review of Proposal Library to determine if the Agenda is present 44 . writing assignments. Chandler. and meeting schedule Proposal Manager Distributed at Kick-Off Meeting Capture Manager works with the Proposal Manager to ensure it is being created Owner Metric Monitoring Method Evaluation Method Executive Management and the Capture Manager review the agenda prior to the meeting and Proposal Manager makes corrections Reporting Method Audit Method ³Knowledge is Power´ June 9-12. The Agenda should contain a welcome from executives. 2009. a bid review.Sample SOP SOP Element Instruction SOP for a Proposal Kick-Off Meeting Agenda Develop an Agenda for the Proposal Kick-Off Meeting.

Internal Audits Conduct quarterly audits to determine if artifacts are: Present Complete Secure Correctly located Require updating Internal audits provide a discipline for ensuring your records are present. up-to-date. Chandler. secure. 2009. AZ 45 . and easily located ³Knowledge is Power´ June 9-12.

Chandler.To determine if industry best practices can help. 2009. AZ 46 . make a list of your job functions ³Knowledge is Power´ June 9-12.

To determine if industry best practices can help. Chandler. service. make a list of your job functions Proposal Process Management Proposal Project Management Service Mgmt Proposal Service Management Proposal Performance Management Process Mgmt Functional Categories Project Mgmt Performance Mgmt Proposal management is a multi-dimensional process often involving project. 2009. AZ 47 . and performance management ³Knowledge is Power´ June 9-12.

Chandler. 2009. AZ 48 .Functional Breakdown Process Management Capture Management Proposal Management Coordination Management Graphics/Art Management Production Management Project Management Service Management Knowledge Management Pipeline Management CRM Management Change Management Configuration Management Performance Management Measurement and Analysis Training Continual Improvement Project Planning / Scheduling Cost Management Quality Management Human Resources Management Communications Management Risk Management List and categorize your job functions to determine if you can benefit from industry best practices ³Knowledge is Power´ June 9-12.

2009. Chandler.Link Functions to Best Practices Function Risk Management Cost Management Knowledge Management Continual Improvement Quality Management Communications Management Configuration Management Best Practice Area PMBoK Risk Management PMBoK Cost Management ITIL Service Transition for Knowledge Management CMMI Continuous Process Improvement and ITIL Continual Service Improvement ISO 9001:2000 and CMMI Process and Product Quality Assurance Process Area PMBoK Communications Management ITIL Service Transition for Configuration Management and CMMI Configuration Management Process Area Link your job functions to best practices and create SOPs to enhance your performance ³Knowledge is Power´ June 9-12. AZ 49 .

Summary As a proposal professional your job is complex and demanding It involves the management of multiple processes. 2009. AZ 50 . projects. Chandler. and services simultaneously Learn from industry and adapt best practices and lessons learned to help as needed Pass your lessons learned and best practices onto others ³Knowledge is Power´ June 9-12.

Lohfeld Consulting Group www. 2009. AZ 51 .Thank You Brenda Crist APMP NCA Vice President Professional Day Committee Chairperson 2009 Principal. Chandler.com 301-466-9566 ³Knowledge is Power´ June 9-12.com bcrist@lohfeldconsulting.lohfeldconsulting.

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