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You may need to carry out a survey of customers’ perceptions of support. Example questions examining what customers think of a P3O’s services are as follows:

Question

Customer perception
  1. Is there a documented P3O vision?
  1. Are there clear terms of reference (TOR) for each part of the P3O?
  1. Are these TOR fully understood by the relevant P3O staff members?
  1. Do the stakeholders agree that the TOR are being met?
  1. Does the organization require P3O support for projects and programmes using specialist skills in any of the following areas?
  • Workshop facilitation
  • Planning
  • Risk and issue management
  • Procurement
  • Supplier management
  • Quality assurance
  • Financial control
  • Application of project/programme standards and methods
  • Benefits management
  • Configuration management
  • Change control
  • Communications and stakeholder engagement
  1. For each area of expertise: If so, are the requirements adequately satisfied? If not, where are the shortfalls?
  1. What value does each level of the P3O add to the organization?

Portfolio

  • Is it a respected information hub?
  • Does it provide the right level of information to support decision-making by senior management?
  • Does it reassure senior management that they are optimizing their investment in change?

__________________________________________________________________________________________

Programme

  • Does it support programme and project management effectively?
  • Does it ensure the viability of outcomes project?
  • Does it support the relevant projects effectively?
  • Does it assist the project manager in delivering to the required tolerances of time, cost and quality?
  • Do the relevant parts of the P3O support reviews of projects and programmes?
  • If so, does the P3O involvement enable swift and effective review processes wherever they are needed?

__________________________________________________________________________________________

Portfolio, programme and project

Are all levels collecting, collating and analysing information from the same data sources? Or are different processes duplicating the keying in of information from feeder systems – i.e., requiring re-entry of similar or identical information in different forms?

How does your organization manage business value versus technical risks?

__________________________________________________________________________________________

How does your project get its funding and how are changing priorities managed?

__________________________________________________________________________________________

How do you decide what is right for your organization and its investment?

__________________________________________________________________________________________

 

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