How can you evaluate the impact of a service operations project?

1 Define your goals and metrics

Before you start your project, you need to define what you want to achieve and how you will measure it. Your goals should be specific, measurable, achievable, relevant, and time-bound (SMART). For example, you may want to reduce the average waiting time for customers by 10% in six months. Your metrics should be aligned with your goals and reflect the key aspects of your service operations, such as quality, efficiency, customer satisfaction, and profitability. For example, you may use metrics such as service level, cycle time, net promoter score, and revenue per service.

2 Collect and analyze data

Once you have defined your goals and metrics, you need to collect and analyze data to track your progress and evaluate your performance. You can use various sources and methods of data collection, such as surveys, interviews, observations, records, reports, and analytics. You should collect data before, during, and after your project to compare the baseline, interim, and final results. You should also use appropriate statistical techniques and tools to analyze your data and identify patterns, trends, gaps, and opportunities. For example, you may use charts, graphs, dashboards, or scorecards to visualize and communicate your data.

3 Use a framework or model

To evaluate the impact of your service operations project, you can use a framework or model that helps you organize and interpret your data and findings. A framework or model provides a structure and a logic for your evaluation and helps you answer questions such as: What did you do? What did you achieve? How did you achieve it? What worked well? What did not work well? What can you improve? There are different frameworks and models that you can use, depending on your project scope, objectives, and context. For example, you may use the Kirkpatrick model, the balanced scorecard, or the logic model.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?