Approach
The approach was founded upon an outcomes-based project management framework tied to a staged maturity strategy. Standards and methodologies stemming from numerous best practices, both internal and external to the organization, were evaluated for suitability in the changing environment. Both manual and automated tools were assessed based upon ease of use, scalability and relevance. Models for resource management, project practitioner development and knowledge management were evaluated. Various training offerings and programs were analyzed.

Solution
The PMO system constructed was based upon a hybrid of best-in-class external and internal practices relevant to the firm's client, internal culture, market, and industry. The full-service PMO encompassed tools, training, and processes for: project request tracking and response, resource capacity and demand tracking, project management proficiency development for all functions, quality management, asset consumption tracking, knowledge management, resource skill set tracking, portfolio criteria and selection, performance management, regulatory compliance and auditing, and cross functional delivery.

Results
Client satisfaction increased by over 30%, project cycle time and costs were reduced, and project quality and project delivery expertise increased. The PMO established a common framework within which all client-facing teams - call center, engineering and account management - operated, as well as offshore vendors. The PMO was a key element in facilitating the business unit's 300+% growth through developing economies of scale in project delivery.