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Responsible

The first step is to agree who will own and manage the measurement process. The client, consumer, external verifier, stakeholders and yourself all have a valid reason for owning the measurement process, but all might have a hidden agenda as well. It might be your need to prove that the change has been a success and the client's need to identify areas that have not worked so as to question the amount being billed.

There is no one answer to this conundrum as it will always depend on the context in which the confirmation process is taking place. However, the crux is not to get "the" answer, more to offer a model by which the debate can take place in a structured and controlled manner.


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