OPTIMIZATION Phase

Ensure that the solution or services delivered are fully optimized for long-term use and scalability. This is typically where you have the opportunity to sell recurring support and consultation services.

 6. OPTIMIZE Phase: Driving Continuous Improvement

  • Conduct after action assessment
    A retrospective review gathers insights on what worked well and areas for improvement, as well as opportunities for optimization and expansion.

  • Analyze usage patterns
    Data is reviewed to identify underutilized features or areas for enhancement.

  • Validate change management needs are met
    Review the FROM-TO-WHY-WHAT change management plans for each persona to determine if the change management was successful or if there are additional areas of opportunity to ensure the changes were adopted. 

  • Develop recommendations for optimization
    Concrete suggestions for system improvements or expanded usage are proposed.

  • Offer additional training or consulting
    Tailored sessions are provided to help the customer deepen their understanding or unlock new capabilities.

  • Provide regular health checks
    Periodic evaluations ensure the system is operating optimally and meeting evolving business needs.

  • Propose enhancements or upgrades
    Opportunities for new features, integrations, or upgrades are presented to drive further value. A best practice is to provide a formal write up proposing the adoption areas. 

  • Share industry best practices
    The team offers insights and benchmarks to help the customer stay competitive and innovative using the solution(s) launched.


Managing Budget & Customer   and Internal Project Team Feedback  in the OPTIMIZE Phase: Driving Continuous Improvement

Budget Management:

  • Offer budgeted options for additional optimization work (e.g., upgrades, enhancements).

  • Track the costs of periodic health checks or consulting engagements separately from the initial project budget.

  • Ensure clear communication of new costs and ROI for optimization activities.

Customer Feedback:

  • Regularly check in with customers to gather insights on long-term system performance and satisfaction.

  • Use structured mechanisms like Net Promoter Score (NPS) surveys or quarterly business reviews (QBRs).

  • Leverage feedback to propose targeted optimization or consulting opportunities.

Internal Project Team Feedback:

  • Gather feedback regarding whether or not the solution(s) delivered should be considered for potential packaging or standardization.