I'm working on a project where we've just finished the Strategy Analysis phase, but I'm struggling with the transition into Solution Evaluation. How do you effectively measure the performance of a solution that hasn't been fully deployed yet? According to the CBAP framework, what are the key performance indicators (KPIs) I should be looking at to ensure the business value is realized?
3 answers
The transition is all about the 'Solution Performance Measures' task. Even if the solution isn't fully live, you can evaluate prototypes or use predictive modeling. In the CBAP context, you should look at 'Operational Support' metrics and 'Customer Satisfaction' indicators. Use qualitative data from early adopters to see if the solution is meeting the business goals defined during Strategy Analysis. If the KPIs are trending away from your targets, you must perform a 'Root Cause Analysis' to determine if the issue is with the solution itself or the organizational culture.
Are you finding that the stakeholders are more interested in the financial ROI or are they looking for improvements in internal process efficiency and employee productivity?
Always refer back to your 'Change Strategy'. The KPIs you chose during the planning phase should remain your north star during the evaluation phase to maintain consistency.
I agree, Linda. The 'Change Strategy' ensures that we aren't just measuring for the sake of measuring, but actually checking if the intended business transformation is happening.
Gary, it’s usually a mix, but for CBAP-level work, you must address both. Financial ROI is a lagging indicator, so I recommend focusing on leading indicators like 'Reduced Cycle Time' or 'Error Rates' during the initial rollout. These provide immediate feedback on whether the solution is viable. By showing these quick wins, you maintain stakeholder buy-in while waiting for the long-term financial benefits to materialize.