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With a clear understanding of who the stakeholders are and what their expectations are, those organization implementing plans should calculate how well strategies responded to those expectations: Developing and using impact measurement is an important component.
The evaluation plan is a blueprint that lays out the techniques for answering the question about the project’s worth. The evaluation usually has components that are ‘formative’ in nature (aids in the design of the project and its methodology) and ones that are ‘summative’ in nature (summing up the overall benefit to the customer and to the public).
Formative Evaluation. Evaluation which is expected to improve project operations can include:
1. Customer Satisfaction Surveys – Surveys can be used to assess how customers perceive the services and their satisfaction with service in terms of content, format and timeliness. Surveys can also be used to identify changes required in existing offerings and in new services needed.
2. Competitive Benchmarking – Benchmarking involves learning best practices either from leading performers or from a peer group. The competitive benchmarking process consists of selecting critical areas of strategic importance to the organization and comparing one's performance to others or to standards using these indicators.
3. Systematic Evaluation of Alternatives – Project evaluation is a systematic examination of alternative ways to reach a particular public objective, essentially focused on how to operate future activities. This kind of evaluation helps judge overall worth in relation to alternatives, for example the cost
Summative Evaluation. Evaluation to judge the overall worth of a project, either before (pre-) or after (post-) project implementation can include:
1. Cost Benefit Analysis – Cost benefit analysis is the quantitative estimate of project costs and project benefits, over the lifespan of a project. Knowing the full monetary value of a project’s benefits (the financial value of its outputs) and the expense of implementing the project (its costs of inputs), an organization can make better decisions about whether a project is worth doing. Assuming that funds are available, projects that make a net contribution to the welfare of society represent an efficient use of the community’s scarce resources.
2. Quasi-Experimental Design – A formal design structure where two groups – that are as similar as possible – are compared. Using this kind of research design, stakeholders can fairly compare and contrast the group that received services and the ‘untreated’ group that did not participate in the program. Quasi-experimental designs can be based on case studies, structured surveys, or archival studies.
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