OK, that title isn’t exactly what this post is about, but I couldn’t resist the echo of the U.S. Declaration of Independence. When I posted on promoting a deliverables-oriented mindset a few weeks ago (here), I started a draft post about project deliverables that don’t get held to the same standard as most product-related deliverables.
The first group that came to mind were supporting deliverables: training, [added 9 Dec for clarity] organizational change management, etc. While such deliverables may be tangible, validating the effectiveness of such deliverables is more problematic. At least in my experience, the tendency in both cases is to focus on production measures (e.g., classes delivered, content uploaded/downloaded) or soft measures such as customer or training satisfaction.
We wouldn’t accept such fuzzy success measures for our solution deliverables, would we? Have you all see better ways to measure and ensure the effectiveness of such enabling deliverables? I have a few ideas and experiences, but I’d like to hear from you all first.