Refining the Post-Implementation Review Process

After a new system is implemented, it is critical to assess its effectiveness through a structured post-implementation review. This process ensures that project objectives have been met and identifies areas for potential improvement. There are multiple techniques available to conduct an effective evaluation, ranging from data-driven performance analysis to direct user feedback.

One approach is to measure system performance against predefined metrics by reviewing system logs and performance reports. This allows for a technical assessment of functionality, identifying inefficiencies or errors that may not be immediately visible to users. However, while this method provides objective data, it should be supplemented with user feedback to gain a complete understanding of the system's impact.

Engaging directly with stakeholders is another key component of a post-implementation review. As Schwartz (2024) notes, such a review "provides the stakeholders of the project the confidence to know that the objectives of the project were met successfully." Conducting interviews with users, IT professionals, and management can uncover valuable insights that may not be evident through data analysis alone. Facilitating focus groups also allows for open discussions about user experiences, highlighting areas that may require further refinement.

A balanced approach involves distributing surveys and questionnaires, which can capture both qualitative and quantitative feedback. These should be directed toward end-users, IT support staff, HR personnel, and management. Some general questions might include:

How would you rate the usability of the new system?

Have you encountered any issues or errors while using the system?

Does the system meet your expectations in terms of functionality and performance?

How has the new system impacted your daily tasks and productivity?

How does the new system compare in function and performance to the previous one?

Determining the best timing for a post-implementation review can vary based on organizational needs. According to Temov (2023), such a review is "conducted after the completion of a project, typically between two to three months post-completion." This timeframe allows users enough time to familiarize themselves with the system while still providing fresh and relevant feedback. An initial review around the two-month mark can capture immediate successes and challenges, while additional evaluations—scheduled quarterly or bi-monthly—can monitor ongoing performance and support continuous improvements.

The decision of when to conduct the first evaluation should also align with the organization’s operational cycles. If users have had approximately six weeks of experience with the system, waiting another two weeks might allow for a more informed and meaningful evaluation. As Schwartz (2024) explains, "post-implementation review is the last step in your project cycle and usually involves an independent party, which can act more objectively in making their determinations about how the project was run." An objective review, combined with stakeholder input, provides a well-rounded assessment that ensures the system evolves to meet the needs of its users.

A well-executed post-implementation review is essential for identifying both immediate successes and areas for future enhancement. By combining performance analysis with stakeholder engagement and well-timed evaluations, organizations can ensure their systems deliver long-term value and effectiveness.

References

Schwartz, B. (2024, August 26). What is a post-implementation review in project management? ProjectManager.com. https://www.projectmanager.com/blog/post-implementation-review

Temov, J. (2023, November 24). What are post implementation reviews?. Enov8. https://www.enov8.com/blog/what-are-post-implementation-reviews/