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• Metrics & Reporting: the definition of a metrics framework, key metrics and processes for gathering, analyzing and reporting the business results and value delivery of projects.

• Client Satisfaction: a process (often a survey or client interview) for formally soliciting, measuring and reporting client satisfaction with an internal group's performance on engagements.

• Quality & CPI: the definition and implementation of methods to track improvements in quality and ongoing process improvements that the business client experiences as a result of work delivered by the internal services group.

It is critical for internal consulting groups to measure their results with and for clients. Client Satisfaction is universally seen as useful and important to both business clients and executive stakeholders alike. The majority of internal groups take an informal approach to gathering client satisfaction results, however, those that have a more formal approach are able to measure and improve their operations more tactically.

Groups with specific, formal engagement methodologies also tend to have an approach which is better at articulating measures of their value and their impact on the business (often quantitative, and profit or ROI-focused). There is a varying degree of tension between the usefulness of a common methodology and the cost / difficulty of developing, implementing and maintaining a methodology.  Utilizing a common methodology enhances value measurement and assessment.

Due to their position from within the organization they serve, a key advantage that internal service providers have is their ability to provide follow up and follow on support for their services. Formal approaches to measuring quality and continuous process improvement can be a lever for institutionalizing measurement of the group's value contribution over time.

• Value Measures for OE Services

• Value Worksheet