How do you evaluate and learn from the outcomes and feedback of process re-engineering?

1 Define success criteria

Before you start any process re-engineering project, you need to define what success looks like for your organization. What are the key performance indicators (KPIs) that measure the effectiveness, efficiency, and quality of your processes? How do they align with your strategic objectives and customer expectations? How will you track and report them before, during, and after the project? By defining clear and measurable success criteria, you can set realistic and achievable targets, and monitor your progress and results.

3 Solicit and incorporate feedback

Feedback is essential for learning and improving your process re-engineering efforts. You need to solicit and incorporate feedback from different stakeholders, such as customers, employees, managers, suppliers, and partners, to understand their needs, expectations, satisfaction, and challenges with the new processes. You can use various methods, such as surveys, focus groups, interviews, reviews, and testimonials, to gather and analyze feedback. You also need to communicate and share feedback with your team and other stakeholders, to celebrate successes, address concerns, and foster collaboration and commitment.

4 Conduct reviews and audits

Reviews and audits are formal and structured ways to evaluate and learn from the outcomes and feedback of process re-engineering. You need to conduct reviews and audits at regular intervals, such as monthly, quarterly, or annually, to examine the performance, compliance, and quality of your new processes, and verify if they meet the success criteria and standards. You also need to document and report the findings, recommendations, and action plans from the reviews and audits, and follow up on them to ensure continuous improvement.

5 Identify and implement lessons learned

Lessons learned are the valuable insights and knowledge that you gain from the experience of process re-engineering. You need to identify and implement lessons learned from the outcomes and feedback of process re-engineering, to enhance your skills, capabilities, and practices, and avoid repeating the same mistakes or problems. You can use various tools, such as debriefs, workshops, reports, and databases, to capture and share lessons learned with your team and other stakeholders, and apply them to future projects or initiatives.

6 Adapt and innovate

Process re-engineering is not a one-time event, but an ongoing journey of learning and improvement. You need to adapt and innovate your processes based on the outcomes and feedback of process re-engineering, to respond to changing customer needs, market conditions, and business goals. You also need to foster a culture of innovation and experimentation, where you encourage your team and other stakeholders to suggest and test new ideas, solutions, and technologies, to enhance your processes and create value for your customers.