Insights from a High-Performance PMO

PMI Southern Ontario Chapter

Bruce is the founder of, a resource for growing IT project managers.

Low client satisfaction scores. Inadequate project success. Internal coordination problems. Such problems can be found in many organizations. However, how many organizations find ways to deliver significant improvement in all three areas? That’s what Symcor’s Enterprise Project Office (EPO) has achieved through several years of hard work.

As a result of its progress, the company was recognized as a finalist for the PMO of the Year Award by the Project Management Institute in 2015. “I attribute our success and recognition to several factors, including improving client satisfaction and project success rates,” explains Haresh Desai, VP, Enterprise Project Office (EPO).

Founded in 1996, the company serves Canada’s largest banks with services such as check processing and producing bank statements. Symcor has quietly improved its project results while maintaining high levels of operational excellence in production. The company plays an important role in the Canadian financial services industry, where it serves nearly all of the country’s chartered banks.

Several challenges led to the creation of the EPO. First, the board of directors became concerned about declining client satisfaction scores several years ago. These declining scores raised the …

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