This best practice recommends that a formal benefits validation take place during the definition of an investment. Validation of the benefits by key departments during the investment analysis improves the chances of success for the program.
It is generally easier for “vertically integrated” lines of business to evaluate the benefits that they seek and to assess the impact of the projects. For horizontal groups such as customer service, administration, finance, procurement, training, it is often harder to assess the impact of a program on their capabilities. Many programs and on-going operations compete for their resources.
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