Solution Evaluation Report Template

Post-launch evaluation: measures with baseline, target and actual, attainment, solution and enterprise limitations, recommendations, decision

需求与分析标准BABOK Guide v3, chapter 8 (structure only)solution evaluation report更新于 2026年10月29日

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使用方法: Use it when a solution has been in use long enough to compare actual value with the expected benefits. Fill the measures from the business case first, then separate solution from enterprise limitations. The main pitfall is recommending new features when the cause sits in the organisation.

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Solution Evaluation Report: [Solution name]

Report that measures the value a solution actually delivers against the benefits expected of it, explains the gaps through solution and enterprise limitations, and recommends actions to increase value. The structure follows the five tasks of the Solution Evaluation knowledge area (chapter 8) of IIBA's BABOK Guide version 3 (2015). Replace every [bracketed] value and every row marked Example.

Document control

Field	Value
Document ID	[SER-SOLUTION-001]
Solution	[Solution name and release]
Evaluation period	[YYYY-MM-DD to YYYY-MM-DD]
Version	[0.1]
Status	[Draft / Final]
Author	[@business-analyst]
Sponsor	[@sponsor]
Reviewers	[Product owner, operations lead, finance partner]
Last updated	YYYY-MM-DD
Related documents	[Business case], [Benefits realisation plan], [Business analysis plan]

1. Summary

Example: Six months after launch, the Tarnwick Home Insurance claims portal (fictional) handles 31% of first notices of loss against a target of 40%, so it delivers 77.5% of the expected quarterly saving (27,156 of 35,040). Days to first payment fell from 9.0 to 6.5 against a target of 6.0. The main gap is in the enterprise, not the solution: contact centre agents still take portal-eligible claims by phone. We recommend a call-deflection message and agent guidance before any further portal development.

2. Solution performance measures

ID	Measure	Baseline	Target	Actual	Source
SM-01 (Example)	Share of first notices of loss made online	0%	40%	31%	Claims system, quarter 2
SM-02 (Example)	Online notices per quarter (12,000 total)	0	4,800	3,720	Claims system
SM-03 (Example)	Quarterly handling cost saved (7.30 per shifted notice)	0	35,040	27,156	Finance model
SM-04 (Example)	Average days to first payment	9.0	6.0	6.5	Payments system
SM-05 (Example)	Customer satisfaction with notification (1 to 5)	3.6	4.2	4.0	Post-claim survey
[SM-nn]	[Measure]	[Baseline]	[Target]	[Actual]	[Source]

Cost basis (Example): a phone notice takes 14 minutes at 0.60 per agent minute (8.40); an online notice costs 1.10 to process, so each notice moved online saves 7.30.

3. Analysis of performance

Measure	Attainment	Trend	Assessment
SM-03 (Example)	77.5% of target saving	Rising each month	Gap material: 7,884 per quarter, 31,536 per year
SM-04 (Example)	83.3% of the targeted reduction (2.5 of 3.0 days)	Flat after month 3	Gap small; caused by referred claims
SM-05 (Example)	4.0 against 4.2	Rising	Within survey margin; keep monitoring

Attainment for SM-04 is the reduction achieved divided by the reduction targeted: (9.0 - 6.5) / (9.0 - 6.0) = 83.3%. The annual saving at the current share is 108,624 against 140,160 at target.

4. Solution limitations

ID	Limitation	Evidence	Effect on value	Measure affected
SL-01 (Example)	Customers cannot save a half-completed notice	18% of started notices abandoned at the photo step	Lost online notices	SM-01, SM-02
SL-02 (Example)	Referred claims wait for a manual queue check	Referrals wait a median of 1 day before allocation	Slower first payment	SM-04
[SL-nn]	[Limitation]	[Evidence]	[Effect]	[SM-nn]

5. Enterprise limitations

ID	Limitation	Evidence	Effect on value
EL-01 (Example)	Contact centre agents are measured on calls resolved, so they complete portal-eligible notices by phone	Call sample: 6 in 10 callers had an active policy and a simple claim	Fewer online notices (SM-01)
EL-02 (Example)	Policy documents and renewal letters do not mention the portal	Document review	Low awareness
[EL-nn]	[Limitation]	[Evidence]	[Effect]

6. Recommendations

ID	Option	Addresses	Expected effect	Cost and effort	Owner
RC-01 (Example)	Call-deflection message and agent guidance to offer the portal	EL-01	Online share towards 40%	Low	Claims operations manager
RC-02 (Example)	Save and resume for notices	SL-01	Fewer abandoned notices	Medium: one iteration	Product owner
RC-03 (Example)	Automatic allocation of referred claims	SL-02	About one day faster first payment for referred claims	Medium	Claims IT lead
RC-04 (Example)	Do nothing		Saving stays near 27,156 per quarter	None	Sponsor
[RC-nn]	[Option]	[IDs]	[Effect]	[Cost]	[@owner]

Recommendation: [Option IDs and order], because [reason]. Next evaluation: [date], using the same measures.

7. Approval and follow-up

Role	Name	Decision	Date
Sponsor	[@name]	[Accept recommendations / Accept in part / Reject]	YYYY-MM-DD
Product owner	[@name]	[Decision]	YYYY-MM-DD

Standard and licence note

Structure aligned with the five tasks of the Solution Evaluation knowledge area (chapter 8: 8.1 Measure Solution Performance, 8.2 Analyze Performance Measures, 8.3 Assess Solution Limitations, 8.4 Assess Enterprise Limitations, 8.5 Recommend Actions to Increase Solution Value) of A Guide to the Business Analysis Body of Knowledge (BABOK Guide) version 3, International Institute of Business Analysis (IIBA), 2015. Only the task names and numbers are used; this template is original text written for this collection, and the example figures are fictional. Check for a newer edition before use. Official text: IIBA, purchase or member access at https://www.iiba.org/career-resources/a-business-analysis-professionals-foundation-for-success/babok/. Related templates: requirements/business-analysis-plan, business/kpi-scorecard, business/business-case. Template licence: MIT.