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___________________________________________________________________________________________ ___________________________________________________________________________________________ Business Consulting Quality Assurance Procedures Guidelines PAGE 1 January 1997 APPENDIX 13 - Lessons Learned Outline Following is a suggested, simple format for documenting lessons learned from client engagements. Title - provide a brief title which is descriptive of the content. This will aid in cataloging the item for future reference. Situation - provide a brief description of the circumstances or events that created the learning opportunity. Observation or Lesson(s) Learned - Conclude with a summary of the recommendation or “lesson learned”. This summary represents the content that you would want others to know to take with them on a similar engagement. Following are two documents completed as the result of the Learn Share phase. Lessons Learned 1. Date: August 1995 BEST PRACTICES FOR LARGE SCALE SYSTEMS INSTALLATION PROJECTS 1. Cost Benefit Analysis At the start, it is important to establish the business case for the large scale systems projects, even if it means spending additional promotional time to analyze the clients current situation and to project the impact of the new systems and processes. A joint process and technology team should carry out the cost benefit analysis and the team should develop a high level, as-is view of the clients business and systems and high level to be views. In addition, the identification of performance metrics is critical to demonstrating the value of the large investment the client will be making and to help them monitor progress and drive truly meaningful change. Although our Consulting Process Framework calls for this step, it is not often done to the degree of detail envisioned here or as an initial step to getting or doing the job. 2. Setting Client Expectations With Regard to Third-Party Software At the time we are setting expect