Innovation in Managed Services Delivery Operations

This award is presented to the company that has demonstrated innovation, thought leadership and operational excellence in delivery of their managed services offerings that has fundamentally advanced their company’s competitive advantage, financial performance, and customer success.

Overview: What You Did

Provide an overview of you solution at a high level. Details might include, among others:

  • Business/company challenges that led to the development of this delivery innovation
  • Customer challenges that led to the development of this delivery innovation
  • Description of internal challenges developing and launching this delivery innovation (e.g., offer, sales, channel conflict, product, delivery, finance, organizational, marketing)
  • Incentives for employees to encourage and reward desired business behaviors
  • The role of technology in the development of the innovation
  • The role of process excellence in the development of the innovation
  • The role of individuals’ excellence in the development of the innovation
  • How you overcame challenges and/or roadblocks
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Innovation Has Helped Your Company

Describe how this innovation in managed services delivery operations has impacted business outcomes for your company. Provide supporting metrics*, such as:

  • New revenue growth
  • Bookings growth
  • Base revenue growth
  • Adoption of underlying technology
  • Improvement in contract closure rate
  • Improvement in profitability
  • Channel enablement
  • New partnerships
  • Measures of employee performance (productivity, satisfaction, headcount addition, turnover, etc.)

Customer Impact: How This Innovation Has Helped Your Customers

Describe how this innovation in managed services delivery operations has positively impacted your customers. Provide supporting evidence*, such as:

  • Customer satisfaction scores/NPS
  • Metrics related to consumption of products/services
  • Impact on your customers’ businesses and/or on their customers (e.g., improved ability to respond to their customers’ requests, enhanced operational efficiency, inventory reductions, etc.)
  • Customer testimonials
  • Reduction in customer incidents and/or outages
  • Improvements in return on investment of new technology
  • Improvements in total cost of ownership and/or operation of technology

Judging Criteria

Your application will be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?
 

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.