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Presented by: Amul Shrestha (114) Lokesh Joshi (119) Bhupendra Yadav (120) Santosh Kumar Das (122)
A Post-Implementation Review (PIR) is a review and assessment of the completed working project The Post Implementation Review (PIR) is conducted after a project has been completed. By conducting PIR, an organization can ensure that investment intensive projects achieve intended goals and make necessary modifications throughout the implementation of project. It will be performed after a period of live running, sometimes after the project is completed.
The purpose of the PIR is to evaluate how successfully the project objectives have been met and how effective the project management practices were in keeping the project on track. The main purposes of a PIR are: to ascertain whether the project has achieved its intended objectives to review the performance of project management activities to capture learning points for future improvements.
Example A department has introduced a telephone booking service to improve its appointment booking service. A PIR was conducted to evaluate the project achievements. The review team found that the telephone booking service was delivered on schedule and within budget. Instead of making an appointment in person, customers can make use of an Interactive Voice Response System (IVRS) and complete the booking within two minutes. The project was considered a success on its own. However, most of the departments customers are elderly persons and they are not used to making appointments through IVRS. As a result, the project has made little impact on improving the departments overall appointment booking service.
A PIR helps answer questions such as: whether the project was successful or not and for what reasons? to what extent has the project achieved its intended outcomes? to what extent has the project delivered its agreed outputs? what may be done to improve the current or future projects?
Purpose: pilot/exemplary projects and joined-up projects A PIR can be conducted to determine whether new approaches or service models should be continued, modi ed or adopted for wider application. Nature: on-going versus one-off projects A one-off project is less likely to be replicated in future. PIRs for this kind of projects may have a lower reference value. Outcome: successful and unsuccessful projects It is equally important to identify best practices/lessons from successful and unsuccessful projects.
Example For an initiative on prevention of domestic violence, the short-term outcome may be increased awareness of domestic violence while the longterm one may be reduced domestic violence. A PIR can be conducted after the launch of a publicity campaign to assess the public awareness. When the reduction of domestic violence is expected to be more apparent, another PIR can be conducted to examine the change in the extent.
The PIR Four-Step Process The four-step process is the same for each review-plan, prepare, conduct, and follow upthough the products of the process differ. Where the Release Readiness Review produces action plans and communications for the current release, the post-implementation review produces action plans and lessons learned for future releases.
2. Prepare for Review Team member preparation is different, however, focusing on how the plans for the release compare with the actual results. They rely heavily on the templates completed in the Release Readiness Review meeting. Each team member annotates these previously completed templates with actual results and talking points for the meeting, focusing on results that differed from the plan and the probable reasons.
3. Conduct Review
The review team lead facilitates the review meeting with assistance from the timekeeper and minutes-taker. The goal is to examine the plannedversus-actual results of the release and to identify reasons for any differences. The review proceeds in five parts as follows: Release deployment - The review team lead facilitates a discussion of the planned-versus-actual results relative to the deployment of the release. Target environment (organization and infrastructure) deployment - The review team lead facilitates a discussion of the planned-versus-actual results of the release on the target environment. Rollout plan - As in the previous two discussions, the review team lead facilitates a discussion of the planned-versus-actual results of the rollout plan. The complete plan should include the following six elements: "Day of" plan Build plan Test plan Contingency plan Communications plan Contact information
Risk management - The review team lead facilitates a discussion of the risks associated with the release. Questions to ask the team include the following:
Did we anticipate all potential risks? If not, what did we miss? How effective was our analysis? Did we accurately predict the probability and impact of the risks we identified? How effective were our mitigation plans for the risks we identified?
Lessons learned - The review team lead facilitates a discussion of the lessons learned from this release. Action plans - The review team lead facilitates the development of specific action plans required to enact the lessons learned from this release. If action items are identified, each must have the following components:
Description of the action. Owner of the action. Deadline for completion. Criteria for completion.
4. Follow Up on Review
After the post-implementation review meeting is complete, the minutes-taker circulates a detailed set of meeting minutes to all team members, with a deadline for review and comments. (In the case of emerging IT service providers such as B2B and ASP scenarios, a communication to the end customer may be in order to describe what was done and how it is meant to improve or further ensure service levels.) Team members review these minutes and, where appropriate, send comments back to the team leader. A Review Meeting Minutes template is available online at Operations Templates. The review team lead is responsible for compiling and documenting the lessons identified in the review meeting. This is intended for the reference of future development and operations teams so that they may directly benefit from anything learned during this release. Lessons learned should be grouped into two major categories: things to repeat and things to avoid in future deployments. Each lesson learned should have the following three components: A title that describes the lesson learned.
An overview of what happened and what benefit (or detriment) resulted. Specific action items to be taken to ensure that these benefits are realized in future releases (or that these detriments are not). Lessons learned are valuable only if the entire organization can benefit from them. Lessons-learned documents should briefly summarize what was learned-they shouldn't note every detail. They are designed to be starting points for conversations between people, not detailed transcripts of everything learned during an implementation. They need to be cataloged in a standard manner and stored in a searchable location so that personnel outside the original review team can easily find and retrieve them. A template for the lessons-learned document is available online at Operations Templates.
The review team leader is also responsible for coordinating the completion of the action items identified in the lessons-learned document. This entails following up with individual review team members to ensure that committed action items are completed. The change review is the last set of activities for the change management process. If the postimplementation review judges the change to be successful, the RFC is closed and responsibility is transferred to the Operating and Supporting Quadrants.
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