How can you effectively monitor and review process performance after project delivery?

1 Define key performance indicators

Before you start monitoring and reviewing the process performance, you need to define what you are going to measure and how. Key performance indicators (KPIs) are quantifiable metrics that reflect how well the process is achieving its objectives and goals. You should align your KPIs with the project scope, requirements, and deliverables, as well as the stakeholder expectations and needs. Some examples of KPIs for process performance are cycle time, error rate, customer satisfaction, cost, and quality.

2 Collect and analyze data

Once you have defined your KPIs, you need to collect and analyze data on how the process is performing. You can use various methods and tools to gather data, such as surveys, interviews, observations, audits, reports, dashboards, and analytics. You should collect data regularly and consistently, to track the trends and patterns over time. You should also analyze the data to identify the strengths and weaknesses of the process, as well as the gaps and opportunities for improvement.

3 Communicate and report results

Monitoring and reviewing the process performance is not only about collecting and analyzing data, but also about communicating and reporting the results to the relevant stakeholders. You should use clear and concise language, visual aids, and appropriate formats to present the findings and recommendations. You should also tailor your communication and report to the audience, purpose, and context. For example, you may need to provide different levels of detail and emphasis for senior managers, process owners, and process users.

4 Implement and evaluate changes

Based on the results of your monitoring and review, you may need to implement some changes to the process to improve its performance. You should follow a structured and systematic approach to plan, execute, and document the changes, as well as to manage the risks and issues that may arise. You should also evaluate the impact and effectiveness of the changes, by measuring the process performance before and after the changes, and comparing them to the baseline and target values.

5 Review and update documentation

Another important aspect of monitoring and reviewing the process performance is to review and update the documentation related to the process. Documentation includes any written or visual materials that describe, explain, or illustrate the process, such as process maps, procedures, manuals, guides, policies, and standards. You should ensure that the documentation reflects the current state of the process, and that it is accurate, complete, and consistent. You should also make sure that the documentation is accessible, understandable, and usable by the process stakeholders.

7 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?