BEST PRACTICES IN ENGAGING SMES DURING

BEST PRACTICES IN ENGAGING SMES DURING A LEARNING CONTENT DEVELOPMENT PROJECT www.gpwrldwid.cm www.raiigidury.cm B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai Survy Rarch Rpr May 2011 0

Tabl f C Survy Ovrviw 2 Ky Fidig 2 I. Ovrall SME Egagm 3 II. SME Egagm Objciv Ara & Pracic 6 Clarly Cmmuicaig Expcai wih SME 6 Eurig SME Cmmim h Prjc 8 Culivaig a Effciv Tam Dyamic wih SME 9 Effcivly Maagig SME' Tim h Prjc 11 Miimizig Cflicig Pririi f SME/L&D Tam 13 M ad La Of D Pracic Ovrall 14 III. Abu h Sudy 15 Abu Gral Phyic Crprai 17 Abu TraiigIdury.cm 17 Abu Thi Rarch 17 Appdix A: SME Egagm Pracic Summary 18 B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 1

Ovrviw Larig ad dvlpm (L&D) am, prjc maagr, irucial digr ad dvlpr fac a majr challg wh i cm gagig ubjc mar xpr (SME) dvlp qualiy c im ad budg: SME im i vry limid. SME ly hav high-pririy jb rpibilii rquirig m f hir im, bu al c a larig prjc, hy may digag frm h ak r hr acivii may ak pririy vr h larig prjc. T addr h challg, L&D am mu d all hy ca wi h har, mid ad im f SME. I hi udy, 173 L&D prfial ulck which amg 37 pracic ar m impra ad which ar m f d gag SME i fiv bjciv ara: Clarly cmmuicaig xpcai wih SME Eurig SME cmmim h prjc Culivaig a ffciv am dyamic wih SME Effcivly maagig SME' im h prjc Miimizig cflicig pririi f SME/L&D am Th udy al pr which bjciv ar m criical, hw ffciv larig prfial ar a rachig hm ad hw ffciv hy ar a gagig SME i gral. Ky Fidig 1) Fry-fur prc f h L&D rpd cidr hmlv ffciv r highly ffciv a gagig SME. 2) Grar ivlvm f SME hrughu h c dvlpm lifcycl i aciad wih grar ffciv i gagig hm. Mr f h wh ar ffciv a gagig SME ivlv SME a ach pha f h lifcycl, paricularly Plaig, Aalyi, Implmai ad Evaluai. Pracic rlad ivlvig SME i prjc plaig/dig r hrughu h lifcycl wr al viwd a criical ad wr ablihd by vr 70% f h rpd. 3) L&D prfial viw cmmuicaig xpcai wih SME a m criical. Th prjc cp, SME rl ad im rquirm ar ky ara cmmuica facilia SME gagm. 4) Th bigg ppruiy fr imprvm i gagig SME li i urig SME cmmim h prjc. Whil a criical bjciv ara, l ha half f all rpd ar ffciv a i. T imprv i hi ara, L&D prfial huld dmra ha hy valu SME im ad ivlv hm i plaig ad dig. 5) Maiaiig rgular vrbal cmmuicai wih SME wa h m criical pracic ur SME gagm durig a c dvlpm prjc. I gral, L&D rpd did h hig hy hugh wr m criical. 6) Eurig SME ladrhip buy-i bfr h SME i aigd h prjc i h m criical pracic fr miimizig cflicig pririi wih SME. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 2

I. Ovrall SME Egagm Ovrall Effciv Ovrall, 44% f urvy rpd fl hy wr ffciv (r highly ffciv) a gagig SME dig c, a Figur 1 hw. Abu h am prcag f rpd (41%) fl hy wr avrag. Vry fw rgardd hir SME gagm capabilii a iffciv (ly 1). Figur 1: Slf-Raig fr Ovrall Effciv i Egagig SME 4 3 36% 41% 30% 2 20% Mr Effciv Grup L Effciv Grup 1 8% 8% 7% 0% N = 167 Highly Effciv Effciv Avrag Iffciv Highly Iffciv T if hr ar diffrc i wha h wh cidr hmlv mr ffciv (h 44% wh rad hmlv ffciv r highly ffciv) d vru h wh cidr hmlv l ffciv (h rmaiig 56%), h fllwig qui wr rviwd fr h grup: Wh Ar SME Ivlvd i h C Dvlpm Lifcycl? Hw Effciv Ar L&D Prfial a Each SME Maagm Objciv? Wh Ar SME Ivlvd i h C Dvlpm Lifcycl? T fully udrad hw SME ar gagd, i i cary kw ly wha pracic ar mplyd gag hm, bu al wh hy ar ivlvd wih h c dvlpm lifcycl. Th urvy dfid ix ag i h c dvlpm lifcycl a fllw: Plaig (.g., hw b m raiig/jb d) Aalyi (.g., ak, adard, kill/kwldg dd) Dig (.g., prgram, bjciv, im, jb aid) Dvlpm (.g., l pla; mhd ad marial) Implmai (.g., raiig, cllcig cur daa) Evaluai (.g., whhr raiig ipu wr ffciv) A Figur 2 hw, mr ivlvm i ach f h ag i aciad wih mr ffciv. I fac, a much highr prcag f h mr ffciv grup ivlv SME durig all pha xcp Dig ad Dvlpm. Th gra diffrc bw h w grup i i Aalyi, whr 89% f h mr ffciv grup mak ur hy gag SME, cmpard wih ly 69% f h l ffciv grup. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 3

Figur 2: Frqucy f SME Ivlvm i C Dvlpm Pha by Effciv Grup 100% P r c f R p d 90% 80% 70% 60% 50% 30% 77% 6 89% 69% 82% 78% 80% 7 Mr Effciv Grup L Effciv Grup 7 59% 56% 41% 20% N = 171 0% Plaig Aalyi Dig Dvlpm Implmai Evaluai Hw Effciv Ar L&D Prfial a Each SME Maagm Objciv? Bid h im prid fr gagig SME, hr ar al pcific bjciv rlad SME gagm, which wa brk dw i h fllwig fiv bjciv: Clarly cmmuicaig xpcai wih SME Eurig SME cmmim h prjc Culivaig a ffciv am dyamic wih SME Effcivly maagig SME im h prjc Miimizig cflicig pririi f SME/L&D am A a grup, rpd ar b a cmmuicaig xpcai wih SME, a hw i Figur 3. Abu w-hird f all rpd d hi wll. Mawhil, a lid majriy 58% rprd hmlv a ffciv a culivaig a ffciv am dyamic wih hir SME. Th ar bh ara ha primarily rly cmmuicai frm h L&D am ihr a h bgiig r durig h cur f a prjc, ara ha ar largly wihi h dirc crl f h h L&D am. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 4

Figur 3: Slf-Raig fr Effciv i Each SME Egagm Objciv Ara Clarly cmmuicaig xpcai wih SME 6 Culivaig a ffciv am dyamic wih SME 58% Eurig SME cmmim h prjc* Effcivly maagig SME' im h prjc 46% 4 Miimizig cflicig pririi f SME 38% 0% 20% 30% 50% 60% 70% N = 172 Prc Raig Thir L&D Tam Effciv r Highly Effciv Hwvr, rpd ar l ffciv i h hr hr ara, which f dpd h availabiliy ad willig f h SME pd im wrkig h prjc. Effciv a urig SME cmmim h prjc (d wih a arik * abv) i highly aciad wih vrall ffciv a gagig SME. Far mr (43%) f h wh aid hy wr ffciv a gagig SME aid ha hy wr al ffciv a urig SME cmmim h prjc. Wha I M Criical fr Egagig SME? A Figur 4 hw, cmmuicaig xpcai i h m criical bjciv, fllwd by urig SME cmmim h prjc. I fac, wh rpd wr akd why h wr m criical, may dcribd cmmuicaig xpcai a big fudaial h hr ara. Fr xampl, ly afr h L&D am lay u h im xpcai ca h SME dcid whhr cmmi h im h prjc. Th udrlyig ra why rpd bliv ha all f h bjciv ar criical i bcau hy uppr h dvlpm f qualiy c (.g., aligd wih larig bjciv) i a ffici ad imly mar. Figur 4: M Criical Objciv Ara Clarly cmmuicaig xpcai wih SME 3 Eurig SME cmmim h prjc 27% Culivaig a ffciv am dyamic wih SME 16% Effcivly maagig SME' im h prjc 13% Miimizig cflicig pririi f SME/L&D am 9% N = 242 V 0% 1 20% 2 30% 3 Prc f All "M Criical" Raig N: Ulik h ffciv raig abv, h char i Figur 4 rpr h prc f m criical v rpd gav ach f h fiv bjciv dividd by h al v fr all bjciv; hy add up 100%. Of cur, i mar mr if L&D am ar ffciv a ara ha mar m i gagig SME. Cmparig Figur 3 Figur 4 hw ha wih xcpi urig SME cmmim h prjc L&D prfial hik hy ar b a wha hy hik i m impra. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 5

Th m criical ara by far clarly cmmuicaig xpcai SME i al h ara whr rpd fl hy ar m cmp. Thi i gd w. Hwvr, i i gd w ha urig SME cmmim h prjc i h cd m criical ara, bu l ha half f all rpd aid hy wr ffciv a i. Thi hw ha a) i m b a challgig ara ad b) i rpr a ky ppruiy fr imprvm. Nw ha w kw which bjciv ar m impra, hw d a L&D am g abu achivig ach bjciv br gag SME? I h x ci, w will drill dw ach bjciv ara lk a hw ffciv rpd fl hy wr, which pracic hy hik ar m criical ad which hy d m frquly. Th b pracic ar h pracic ha ar bh rad amg h m criical ad ar mr f d. II. SME Egagm Objciv Ara & Pracic Thi ci i dividd i ix par: fr ach f h fiv SME gagm bjciv (frm m la criical) ad par ha ummariz h m ad la frquly d pracic. Each f h fiv bjciv ara iclud awr h hr qui: Hw Effciv Ar Larig Prfial a Dig Thi? Which Pracic Ar M Criical? Which Pracic Ar Big D? Clarly Cmmuicaig Expcai wih SME Hw Effciv Ar Larig Prfial a Dig Thi? Of h fiv bjciv ara, larig prfial ar h m ffciv a cmmuicaig xpcai SME. A Figur 5 hw, arly w-hird f all rpd fl hy wr ffciv a i. Figur 5: Slf-Raig fr Effciv a Cmmuicaig Expcai 60% P r c f R p d 50% 30% 20% 14% 51% 28% 7% N = 172 0% Highly Effciv Effciv Avrag Iffciv Highly Iffciv 0% Which Pracic Ar M Criical? A Figur 6 illura, hr ar may ara viwd a criical i cmmuicaig xpcai. Fir ad frm i Shar a wll-dfid prjc cp wih SME xplai wha h L&D am i ryig d, B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 6

fllwd by Dfi rl ad rpibilii fr SME xplai wha h L&D am wa h SME d. Whil h may al b pu i wriig, rpd fl ha prjc kick-ff mig wr impra. Figur 6: M Criical Pracic fr Cmmuicaig Expcai Shar a wll dfid prjc cp wih SME 22% Dfi rl ad rpibilii fr SME 19% Hld a prjc kick ff mig wih SME 16% G SME ipu prjc gal ad bjciv 13% G SME agrm dfid rviw cycl 11% Cra a frmal pla wih SME aigm Eablih a igl pi f cac fr SME Prvid SME wih upfr cmmuicai pla N = 339 V 7% 6% 6% 0% 1 20% 2 Prc f All V I p-dd cmm, rpd labrad h way hy cmmuicad xpcai: Prvid wri dcum, uch a prjc chckli ad brif, larig crac, rvic lvl agrm, raiig charr ad mar prjc pla, cmmuica xpcai. Dcrib all f h rl i h ISD prc; aum hy kw hig abu h c dvlpm prc. A prjc kick-ff, dicu ad ur h SME udrad hw much f hir im i dd. Dicu larig gal ad dlivrabl, ad h yp f SME cribui ha wuld b u hir im ad xpri. Thi build hir cmmim ad allw hm ig-ff h prjc. Which Pracic Ar Big D? A Figur 7 hw, rpd ar grally dig wha hy hik i m criical. Th fur m frquly ud pracic ar h am a h fur m criical pracic, ad h fur la frquly ud pracic ar h am a h la criical pracic, i diffr rdr. Th majriy f rpd (70% r mr) d m f h pracic lid. Hwvr, rlaiv i p imprac lvl, mr rpd culd adp h pracic f craig a wll-dfid prjc cp ha hy har wih SME. Figur 7: Pracic Big D Cmmuica Expcai Hld a prjc kick ff mig wih SME 82% Dfi rl ad rpibilii fr SME Shar a wll dfid prjc cp wih SME G SME ipu prjc gal ad bjciv Eablih a igl pi f cac fr SME 78% 7 74% 72% G SME agrm dfid rviw cycl* 63% Cra a frmal pla wih SME aigm Prvid SME wih upfr cmmuicai pla N = 172 59% 59% 0% 20% 30% 50% 60% 70% 80% 90% Prc f Rpd Dig h Pracic B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 7

Wh cmparig h wh ar mr ffciv a cmmuicaig xpcai wih h wh ar l ffciv, h pracic ha far mr f h ffciv grup d i G SME agrm clarly dfid rviw cycl. Thi pracic may b impra i cmmuicaig xpcai ffcivly. Eurig SME Cmmim h Prjc Hw Effciv Ar Larig Prfial a Dig Thi? Ulik cmmuicaig xpcai wih SME, whr 6 wr ffciv a i, ly 46% ar ffciv a urig SME cmmim h prjc, a hw i Figur 8. Clarly, rpd fud hi ara much mr challgig. Th majriy ar l ffciv a i maig avrag, iffciv r highly iffciv. Figur 8: Slf-Raig fr Effciv a Eurig SME Cmmim h Prjc P r c f R p d N = 172 4 3 30% 2 20% 1 0% 42% 12% 6% 1% Highly Effciv Effciv Avrag Iffciv Highly Iffciv Which Pracic Ar M Criical? Abv h r, w pracic ad u fr urig SME cmmim: Dmra ha yu rpc ad valu SME im/cribui ad Ivlv SME i prjc plaig ad dig. Thi hw ha h way h L&D am irac wih ad ivlv h SME durig h prjc i mr impra ha h hr pracic rlad ffrig iciv ad rcgii SME afr h prjc d. Rfr Figur 9. Figur 9: M Criical Pracic fr Eurig SME Cmmim h Prjc Dmra yu valu SME' im/cribui Ivlv SME i prjc plaig ad dig 27% 28% Pii SME wrk a dvlpm ppruiy 13% Giv SME crdi by amig hm marial Rcgiz SME wih mary iciv Giv SME flxibiliy hw hy cduc rviw 9% 9% 8% Mak L&D wrk a facr i SME advacm Rward SME wih mary iciv 2% 0% 1 20% 2 30% N = 317 V Prc f All V B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 8

I p-dd cmm, rpd labrad hw hy curd h cmmim f SME: Cvy wha i i fr m uch a hw i will ulimaly bfi hm ad mak hir jb air (.g., hrugh a mr ducad wrk am ha i l dpd h SME). Parr wih SME hw marial will b dvlpd ad hw h am will cmmuica. Cmmuica h cribui f h SME ad prjc ucc hir maagr/largr grup. B fcud wha yu d frm SME i mig, ad ivlv SME hrughu h c dvlpm lifcycl ( Effcivly Maagig SME Tim h Prjc ). G SME ladrhip buy-i ( Miimizig Cflicig Pririi f SME/L&D Tam ). Which Pracic Ar Big D? Thr i rg vrall aligm bw h pracic ha ar d m f ad h ha ar m criical. Of paricular ir i h pracic, Pii SME wrk a dvlpm ppruiy, which wa viwd a criical, bu ly 46% f rpd did i, a hw i Figur 10. I i al h ly pracic ha i d by far mr f h wh wr ffciv a urig SME cmmim h prjc uggig i may driv ffciv i hi ara. Figur 10: Pracic Big D Eur SME Cmmim h Prjc Dmra yu valu SME' im/cribui 81% Ivlv SME i prjc plaig ad dig 70% Giv SME flxibiliy hw hy cduc rviw Giv SME crdi by amig hm marial Pii SME wrk a dvlpm ppruiy* Rcgiz SME wih mary iciv 51% 48% 46% 41% Mak L&D wrk a facr i SME advacm Rward SME wih mary iciv 1 12% 0% 20% 30% 50% 60% 70% 80% 90% N = 170 Prc f Rpd Dig h Pracic N ha h la criical ad la d pracic bh ivlv m kid f pral carr r mary gai fr h SME. Eihr hi i uid L&D crl r hy d dm hi b ffciv, r bh. Culivaig a Effciv Tam Dyamic wih SME Hw Effciv Ar Larig Prfial a Dig Thi? Th majriy f rpd (58%) cidr hmlv mr ffciv a culivaig am dyamic wih SME, a hw i Figur 11. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 9

Figur 11: Slf-Raig fr Effciv a Tam Dyamic P r c f R p d N = 169 50% 4 3 30% 2 20% 1 0% 46% 36% 12% 1% Highly Effciv Effciv Avrag Iffciv Highly Iffciv Which Pracic Ar M Criical? A hw i Figur 12, h w m impra pracic i culivaig ffciv am dyamic bh hav d wih gig cmmuicai hrughu h prjc bh i gral ad abu mig prjc mil. Th frqucy ad pic f cmmuicai ar mr impra ha h pcific l (.g., pral, wrkflw l r mag bard) r i-pr md f cmmuicai (.g., mig, luch r i a lcai ar h SME). Figur 12: M Criical Pracic fr Effciv Tam Dyamic Maiai rgular vrbal cmmuicai wih SME 43% Sd pridic mail am wh mil m 22% Cduc am buildig wih SME a prjc kick ff U pral p prjc aucm/upda U a wrkflw l (.g., LCMS) wih SME Clca L&D am wih SME Cduc am buildig a d f prjc wih SME H pridic wrkig luch wih SME U mag bard prm wrkig 8% 4% 4% 2% 1% 0% 1 20% 2 30% 3 4 50% N = 297 V Prc f All V Rpd dcribd hw hy culiva ffciv am dyamic i p-dd cmm, icludig: Mak ur prjc ifrmai i accibl SME. Chck i wih SME ad hr am mmbr ur hy ar arg m dadli. Rpr prgr SME akhldr, ju h L&D am. Hav h L&D am g h SME wrk i ad prally gag hm. Build a rpcful rlaihip wih SME by larig abu hm ad hir ara f xpri. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 10

Which Pracic Ar Big D? A wih h prviu bjciv ara, h m frquly mplyd pracic ar al h p m criical: i hi ca, Maiai rgular vrbal cmmuicai wih SME ad Sd pridic mail am wh mil (ar) m. Agai, rpd ar fcud dig wha hy hik i m impra. Rfr Figur 13. Figur 13: Pracic Big D Culiva Effciv Tam Dyamic Maiai rgular vrbal cmmuicai wih SME 8 Sd pridic mail am wh mil m 6 U a pral p prjc aucm/upda 37% Cduc am buildig wih SME a prjc kick ff 27% U a wrkflw l (.g., LCMS) wih SME H pridic wrkig luch wih SME Clca L&D am wih SME Cduc am buildig a d f prjc wih SME U mag bard prm wrkig 19% 1 14% 12% 12% 0% 20% 30% 50% 60% 70% 80% 90% N = 170 Prc f Rpd Dig h Pracic Effcivly Maagig SME Tim h Prjc Hw Effciv Ar Larig Prfial a Dig Thi? A hw i Figur 14, h majriy f rpd (5) ra hmlv a l ffciv a maagig SME im prhap bcau hy prciv i b l wihi hir crl. Figur 14: Slf-Raig fr Effciv a Maagig SME Tim P r c f N = 171 R p d 4 3 30% 2 20% 1 0% 41% 12% 2% Highly Effciv Effciv Avrag Iffciv Highly Iffciv B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 11

Which Pracic Ar M Criical? Ulik m hr bjciv ara, r w pracic d u a h m criical pracic by far. Iad, fur pracic all rlad wrkig wih h SME ar rprd a h p chic, a hw i Figur 15. Figur 15: M Criical Pracic fr Maagig SME Tim ISD gag SME hrughu h c lifcycl 2 ISD i wll prpard fr all SME mig 22% ISD ad SME jily rviw draf f marial 21% ISD irviw SME gahr if. ad daa 17% Aig ISD wih rlva kwldg prjc ISD rarch pic bfr SME mig 7% 8% 0% 1 20% 2 30% N = 326 V Prc f All V Th w pracic ha ar la criical bh rla wha h ISD kw bfr mig wih h SME. Rpd addd h fllwig dail hw hy b maagd h im f SME: Acivly ivlv hm i diffr par f h lifcycl, icludig arly i h prc a wll a i ara uch a lcig dlivry mhd ad am, ad i p-prjc rviw. Eur h ISD pla ahad wha pic cvr ad prpar gd qui. Kp h SME fcud h righ yp ad lvl f c fr h larr d. Dcum hir awr, ad h dvlp c fr hm rviw i chuk fr accuracy. G hir wrki, ad wrk arud hir chdul. Which Pracic Ar Big D? Th majriy f all rpd d all f h pracic maag SME im. Abu qual umbr d h p hr, bu rlaivly fwr 71% d h m criical pracic, ISD gag SME hrughu h c dvlpm lifcycl, igalig rm fr imprvm fr hi impra pracic. S Figur 16. Figur 16: Pracic Big D Maag SME Tim ISD ad SME jily rviw draf f marial ISD irviw SME gahr if. ad daa ISD i wll prpard fr all SME mig* 78% 78% 76% ISD gag SME hrughu h c lifcycl 71% ISD rarch pic bfr SME mig 66% Aig ISD wih rlva kwldg prjc N = 167 0% 20% 30% 50% 60% 70% 80% 90% 60% Prc f Rpd Dig h Pracic B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 12

O pracic ha may lad grar ffciv a maagig SME im i ISD i wll-prpard fr all SME mig. I wa d by ubaially mr f h wh cidrd hmlv mr ffciv a i. Miimizig Cflicig Pririi f SME/L&D Tam Hw Effciv Ar Larig Prfial a Dig Thi? A Figur 17 hw, rpd a a whl d hav a high dgr f cfidc i hir abiliy miimiz cflicig pririi bw h SME ad hir L&D am. Narly w-hird wr l ffciv a i. Rpd fl la cmp i hi ara amg h fiv bjciv. Figur 17: Slf-Raig fr Effciv a Miimizig Cflicig Pririi 4 P r c f R p d 3 30% 2 20% 1 6% 32% 19% 4% N = 171 0% Highly Effciv Effciv Avrag Iffciv Highly Iffciv Which Pracic Ar M Criical? A hw i Figur 18, w pracic ri h p i miimizig cflicig pririi: Eur ladrhip buy-i bfr SME aigd ad S a raliic prjc chdul fr SME. Figur 18: M Criical Pracic fr Miimizig Cflicig Pririi Eur ladrhip buy i bfr SME' aigd 32% S a raliic prjc chdul fr SME 2 Allw m flxibiliy i SME prjc chdul 16% Blck im fr SME wrk uig caldar l Adju jb pririi ur SME availabiliy 11% 11% Eablih calai prc fr chdul cflic 0% 1 20% 2 30% 3 N = 327 V Prc f All V B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 13

Rpd prvidd furhr dail hw hy achivd h w m criical pracic: Parr wih bui agr bui d ad dird ucm fr h larig prjc. Ak xcuiv pr rcmmd SME wh will m h d ad wh ar availabl. Egag SME maagr i iiial p f c dvlpm (.g., aalyi ad plaig). Eur SME maagr ar fully awar f ad agr im cmmim f SME. Wrk wih SME ad SME maagr dvlp ad agr h chdul. Egag SME i chdul rviw bh a h bgiig ad hrughu h prjc. Which Pracic Ar Big D? Th p hr pracic wr h am a h hr m criical pracic, wih a rdr chag, a hw i Figur 19. Fwr rpd d h m criical pracic, Eur ladrhip buy-i bfr SME aigd. Thi ugg ha i may b mr difficul d bu may b wrh h ffr. Figur 19: Pracic Big D Miimiz Cflicig Pririi Allw m flxibiliy i SME prjc chdul 81% S a raliic prjc chdul fr SME Eur ladrhip buy i bfr SME' aigd 71% 7 Blck im fr SME wrk uig caldar l Adju jb pririi ur SME availabiliy 54% 58% Eablih calai prc fr chdul cflic 34% 0% 20% 30% 50% 60% 70% 80% 90% N = 170 Prc f Rpd Dig h Pracic M ad La Of D Pracic Ovrall Amg h fiv bjciv ara, w lid bw ix ad i pracic ha L&D am ca d achiv ach bjciv, fr a al f 37 pracic. Of h 37, 7 r mr f all rpd did pracic, a hw i Figur 20. All fiv bjciv ara ar rprd amg hm, ad arly all f h pracic ar al amg h m criically rad pracic wihi hir ara. Th m f d vrall pracic al had h high criical raig by far: Maiai rgular vrbal cmmuicai wih SME. Figur 20: M Of D Pracic Maiai rgular vrbal cmmuicai wih SME Hld a prjc kick ff mig wih SME Allw m flxibiliy i SME prjc chdul Dmra yu valu SME' im/cribui Dfi rl ad rpibilii fr SME ISD ad SME jily rviw draf f cur marial ISD irviw SME gahr if. ad daa ISD i wll prpard fr all SME mig S a raliic prjc chdul fr SME Cra a wll dfid prjc cp har wih SME 8 82% 81% 81% 78% 78% 78% 76% 7 7 0% 20% 30% 50% 60% 70% 80% 90% N = 167 Prc f Rpd Dig h Pracic B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 14

A hw i Figur 21, l ha 20% f all rpd did v pracic, which rpd al rad a la criical i hir ara. Fiv rla md f cmmuicai i am dyamic, ad w rla iciv i urig cmmim. T a li f all 37 pracic wih hir bjciv ara, vrall frqucy ad criical raig, Appdix A. Figur 21: La Of D Pracic U a wrkflw l (.g., LCMS) wih SME 19% H pridic wrkig luch wih SME Mak L&D wrk a facr i SME advacm Clca L&D am wih SME 14% 1 1 U mag bard prm wrkig Cduc am buildig a d f prjc wih SME Rward SME wih mary iciv 12% 12% 12% 0% 2% 4% 6% 8% 12% 14% 16% 18% 20% N = 170 Prc f Rpd Dig h Pracic III. Abu h Sudy Iduri Th 173 al urvy paricipa cam frm a la 11 brad idury cr, wih abu 1 i 3 cmig frm h fiacial rvic r chlgy cr. Rfr Figur 22. Figur 22: Iduri f Rpd Fiacial Srvic (Bakig, Iurac) Tchlgy & Tlcmmuicai Bui Srvic / Culig Maufacurig Halhcar, Pharma & Mdical Educai (K gradua) Rail Gvrm (Fdral, Sa/Lcal) N prfi Hpialiy Uilii Ohr 3% 3% 3% 3% 2% 6% 9% 9% 1 17% 20% 0% 1 20% 2 N = 173 Prc f Rpd N: Ohr iclud Traprai, Arpac, Cruci ad Traiig & Dvlpm. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 15

Cmpay Siz Ovr 2 i 3 rpd (69%) cam frm cmpai wih iz f 1,000 r mr. Rfr Figur 23. Figur 23: Emply Siz Rag f Rpd P r c f R p d 2 20% 1 0% 6% 1% 11% 9% 23% 13% 23% N = 167 C Dvlpm Rl A hw i Figur 24, half f all rpd wr irucial ym digr r dvlpr, whil i hr wr ihr prjc maagr r raiig ladr. Figur 24: C Dvlpm Rl f Rpd Dvlpr r Irucial Sym Digr (ISD) 50% Prjc Maagr 24% Traiig Ladr (.g., Maagr, Dircr) 11% Bui Ui Spr 8% SME 6% Ohr Traiig Rlad Rl 2% 0% 20% 30% 50% 60% N = 173 Prc f Rpd B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 16

Abu GP Gral Phyic Crprai (GP) i a glbal raiig ad culig cmpay ha hlp prfrmac-driv rgaizai lv bui iu whil craig pahway fr ciuu imprvm. GP apprach amwrk i pralizd ad rifrcd by a rg cmmim arig cli aifaci. GP larig prfial ar ddicad prvidig h uprir rvic ad flxibl lui ha hav b h hallmark f h cmpay fr mr ha 40 yar. Frm cum raiig, al raiig ad culig al maagm ad bui prc uurcig, wh wrkig wih GP, cli ca cu a ailrd apprach ha fcu hir bui gal. Fr mr ifrmai, vii hp://raiiguurcig.gpwrldwid.cm r call 1-888-843-4784. Abu TraiigIdury.cm TraiigIdury.cm pligh h la w, aricl, ca udi ad b pracic wihi h raiig idury. Our fcu i hlpig ddicad bui ad raiig prfial g h ifrmai, iigh ad l dd mr ffcivly maag h bui f larig. Fr mr ifrmai, g www.raiigidury.cm r call 1-866-298-4203. Abu Thi Rarch Cpyrigh 2011 by GP ad Traiig Idury, Ic. All righ rrvd. N marial frm hi udy ca b duplicad, cpid, r-publihd r r-ud wihu wri prmii frm GP r Traiig Idury, Ic. Th ifrmai ad iigh caid i hi rpr rflc h rarch ad brvai f GP ad Traiig Idury, Ic. aaly. B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 17

Appdix A: SME Egagm Pracic Summary Pracic Objciv Ara % D % Criical Criical Rak Maiai rgular vrbal cmmuicai wih SME Tam Dyamic 8 43% 1 f 9 Hld a prjc kick-ff mig wih SME Cmmuicaig Expcai 82% 16% 3 f 8 Allw m flxibiliy i SME prjc chdul Miimizig Cflicig Pririi 81% 16% 3 f 6 Dmra yu valu SME' im/cribui Eurig SME Cmmim 81% 28% 1 f 8 Dfi rl ad rpibilii fr SME Cmmuicaig Expcai 78% 19% 2 f 8 ISD ad SME jily rviw draf f marial Maagig SME Tim 78% 21% 3 f 6 ISD irviw SME gahr if. ad daa Maagig SME Tim 78% 17% 4 f 6 ISD i wll-prpard fr all SME mig Maagig SME Tim 76% 22% 2 f 6 S a raliic prjc chdul fr SME Miimizig Cflicig Pririi 7 2 2 f 6 Shar a wll-dfid prjc cp wih SME Cmmuicaig Expcai 7 22% 1 f 8 G SME ipu prjc gal ad bjciv Cmmuicaig Expcai 74% 13% 4 f 8 Eablih a igl pi f cac fr SME Cmmuicaig Expcai 72% 6% 7 f 8 ISD gag SME hrughu c lifcycl Maagig SME Tim 71% 2 1 f 6 Eur ladrhip buy-i bfr SME' aigd Miimizig Cflicig Pririi 71% 32% 1 f 6 Ivlv SME i prjc plaig ad dig Eurig SME Cmmim 70% 27% 2 f 8 ISD rarch pic bfr SME mig Maagig SME Tim 66% 7% 6 f 6 Sd pridic mail am wh mil m Tam Dyamic 6 22% 2 f 9 G SME agrm dfid rviw cycl Cmmuicaig Expcai 63% 11% 5 f 8 Aig ISD wih rlva kwldg prjc Maagig SME Tim 60% 8% 5 f 6 Cra a frmal pla wih SME aigm Cmmuicaig Expcai 59% 7% 6 f 8 Prvid SME wih upfr cmmuicai pla Cmmuicaig Expcai 59% 6% 8 f 8 Blck im fr SME wrk uig caldar l Miimizig Cflicig Pririi 58% 11% 4 f 6 Adju jb pririi ur SME availabiliy Miimizig Cflicig Pririi 54% 11% 5 f 6 Giv SME flxibiliy hw hy cduc rviw Eurig SME Cmmim 51% 8% 6 f 8 Giv SME crdi by amig hm marial Eurig SME Cmmim 48% 9% 4 f 8 Pii SME wrk a dvlpm ppruiy Eurig SME Cmmim 46% 13% 3 f 8 Rcgiz SME wih -mary iciv Eurig SME Cmmim 41% 9% 5 f 8 U pral p prjc aucm/upda Tam Dyamic 37% 8% 4 f 9 Eablih calai prc fr chdul cflic Miimizig Cflicig Pririi 34% 6 f 6 Cduc am-buildig wih SME a kick-ff Tam Dyamic 27% 3 f 9 U a wrkflw l (.g., LCMS) wih SME Tam Dyamic 19% 5 f 9 Mak L&D wrk a facr i SME advacm Eurig SME Cmmim 1 7 f 8 H pridic wrkig luch wih SME Tam Dyamic 1 2% 8 f 9 Clca L&D am wih SME Tam Dyamic 14% 4% 6 f 9 Rward SME wih mary iciv Eurig SME Cmmim 12% 2% 8 f 8 Cduc am-buildig a d f prjc wih SME Tam Dyamic 12% 4% 7 f 9 U mag bard prm wrkig Tam Dyamic 12% 1% 9 f 9 B Pracic fr Egagig SME Durig a C Dvlpm Prjc Traiig Idury, Ic ad Gral Phyic Crprai 18