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04-16-2026 12:37 AM
- Identify Business Outcome - Always start with this to ensure that the path from vision to execution does not get lost in the project execution noise for e.g. Reduce operational cost. Ensure that this is reinforced throughout the execution
- Decide and agree on at least 2 measurable metrics along with the customer - This is important since there can be a multitude of ways to measure the outcome/goal. Continuing from the example above, let's say it's 'Cost of single ticket resolution' and 'TAT for single ticket resolution'. Choose wisely here because this can compound multi-fold since automation WILL improve efficiency (Transitioning from a different existing system is a more tricky affair!)
- Translate the decided metric into financial parameter - Cost is 'felt', we need to ensure benefit is 'felt' too. Continuing from above example metric 1 , this can be derived from Per FTE cost/No. of tickets resolved in 'X' duration (Time of measurement should be commensurate with the Project Execution Timeline since customer will always measure immediately from start of active engagement)
- Validate with stakeholders - Measure 'As-Is' value for both metrics from before the engagement to the point of Go-Live of 1st MVP (ensure the 'shape' of the MVP aligns with business goals) and validate with required stakeholders. Finally, as long as there is an improvement in one or more metric, celebrate the success!
