Evaluation
Evaluation tests whether the delivered solution actually meets the business need and delivers value. The exam covers acceptance, transition to operations, post-implementation review, benefits measurement, and lessons learned.
Core rules
- Acceptance confirms the solution meets agreed acceptance criteria; evaluation asks whether it solves the original problem and delivers expected value.
- Measure against the baseline captured in Needs Assessment. Use outcome metrics such as cycle time, error rate, adoption, revenue, and satisfaction, not only output metrics such as features delivered.
- Define benefits, owners, measures, and review timing before launch so evaluation has a standard.
- Plan transition: training, support model, data migration, operational readiness, and handover to the business owner.
- Conduct a post-implementation review after enough live data exists, then compare actual results with the business case.
- Capture lessons learned and feed them into future needs assessment and planning.
Worked example
A CRM rollout targets a 15 percent reduction in average handle time and a 10-point rise in customer satisfaction. At go-live, the project reports all features delivered, but evaluation waits eight weeks for stable data. Actual results show handle time down 4 percent and satisfaction down 2 points because agents lack a knowledge-base workflow. The BA compares results with the business case, identifies the missing workflow as a solution gap, and recommends a follow-up release. The reasoning: go-live is an output; benefits are an outcome measured after adoption.
Traps
Declaring success at go-live, measuring outputs instead of outcomes, having no baseline, ignoring stakeholder satisfaction, and closing the project before benefits can be assessed.