CMMI Institute

Capability Counts 2019

30 April & 1 May, 2019

Reston, VA

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Speaker Profile

Francine Klein, Senior Process Improvement and Project Management Specialist


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Francine Klein is a Senior Process Improvement and Project Management Specialist at Perspecta. Francine Klein has extensive experience in consulting, leading, coaching, and appraising project/program management and process improvement efforts in multiple organizations and companies spanning different industries types, customers, and services. All of her experience has involved extensive organizational change from the highest levels of management to the individuals performing the daily work. She developed an agile methodology and tool kit for implementing management practices in very small to very large.



The Journey from an Organizational Support Function Group to a Service Organization

Conference Track: CMMI: One Size DOES Fit All

Organizations have internal groups that operate as support functions. These groups provide services to their organizations in support of the end customer; however they are not managed as “true” Services. The main reason to manage these groups as a service is to improve work management and delivery effectiveness. Many support groups do not have control over the work they perform, due to lack of visibility and insight into services they provide.Restructuring support groups into a Service might seem simple. However this is not the case. Difficulties are with understanding, distinguishing and defining services and capabilities. We will discuss how to address these difficulties. 1. Ability to apply the tools for your internal support organizations to provide greater visibility into the services provided. 2. Ability to understand the difference between service and a capability. 3. Ability to use a tool to help determine the strategic direction of your organization.