Revitalizing Delivery Operations

The delivery function is the backbone of my business, but I’m not sure if everything is running smoothly or if it’s all under control. I notice systemic issues, but I lack the tools to quickly identify them and communicate with the manager. The manager always insists that everything is fine and that we've done our best. I suspect that project budget management is lacking, and that’s causing the business to lose money.

• There are no developed reports or performance metrics for the delivery department;
• Historical data hasn’t been collected for analysis to confirm the owner’s suspicions;
• There’s no unified project management system; project scope management was done without tying it to the team or tracking time. It was impossible to identify how much time was spent on a feature or who worked on it;
• Change requests were handled haphazardly, leading to regular financial losses for the business.

• QuickBooks Online (QBO);
• Google Spreadsheets;
• ClickUp.

• We developed custom reports for the delivery department, breaking down data by projects, managers, production teams, project types, and the company as a whole;
• Key performance metrics for the department were established, benchmarks were studied, and target values were set for each metric for plan vs. fact analysis;
• High-level reports were created based on financial information from previous periods, automating data processing and verification. Problem areas were identified;
• ClickUp was implemented as a project management system, allowing us to identify not just problems, but also their root causes;
• We streamlined change request management; everything is now tracked in one system with just one click;
• Project budget management is now possible across milestones, features, tasks, and team members, enabling us to monitor time efficiency, identify change requests, and manage project budgets effectively. As a result, the business can anticipate budget deviations, understand their causes, and make informed decisions to mitigate risks.

• Real-time operational management decisions are now made in the delivery department;
• The reporting and metrics system highlights problems and allows for proactive solutions;
• Decisions are based on business performance metrics;
• The business improved billability on fixed-price projects from 45% to 85%;
• Now, management can set client expectations promptly without waiting for project completion.