Process: Post-Delivery Review

Process: Post-Delivery Review

Owner: Delivery Manager (Dana) Type: Manual Frequency: After every client delivery (mandatory, no exceptions)

Purpose

Reviews every completed delivery to capture what went well, what didn't, and what should be improved. Turns each delivery into a learning opportunity. Over time, this builds an institutional memory that makes the factory faster, more predictable, and higher quality.

Trigger

A post-delivery review is initiated when:

  • The client acknowledges receipt of the digital talent, OR
  • 5 business days have passed since handover (whichever comes first)

No delivery is considered fully closed without a completed review.

Steps

1. Gather data

Actions:

  • Pull the delivery record (see delivery-lifecycle.md template)
  • Compare planned milestones vs. actual dates
  • Collect QA results: how many QA cycles were needed? Any failures?
  • Collect escalation history: were there escalations? How were they resolved?
  • Review client communications: were updates timely? Any complaints?
  • If available, collect client feedback (formal or informal)

Output: Raw data for the review.

2. Conduct the review

Use the following framework to assess the delivery across five dimensions:

Dimension Key questions
Timeline Did we deliver on time? If not, why? Where did delays occur?
Quality Did the digital talent pass QA on the first attempt? Were there rework cycles?
Communication Was the client informed at every stage? Were there gaps or surprises?
Coordination Did handoffs between production, QA, and deployment flow smoothly? Where were the friction points?
Client satisfaction Is the client happy? Would they recommend us? Any unresolved concerns?

For each dimension, assign a rating:

  • Green: Met or exceeded expectations
  • Yellow: Minor issues, within acceptable range
  • Red: Significant issues that need correction

Output: Dimension ratings with supporting evidence.

3. Identify lessons learned

For each Yellow or Red dimension:

  • What happened? Specific description of the issue
  • Root cause: Why did it happen? (Not "who's fault" — focus on process, not people)
  • Impact: What was the effect on the delivery or client?
  • Improvement action: What specific change would prevent this in the future?

For Green dimensions:

  • What went well? Capture the practice or behavior so it can be repeated

Output: Lessons learned list with actionable improvements.

4. Document the review

Create a post-delivery review document using the template below. Store in departments/operations/delivery-manager-dana/reviews/.

Naming convention: YYYY-MM-DD-[client-name]-[digital-employee-name].md

5. Share and act on findings

  • Share the review summary with the delivery stakeholders (Pablo, Quinn, Diego)
  • If improvement actions require process changes, route to the appropriate role owner
  • If improvement actions affect multiple deliveries, escalate to CTO (Clara) for systemic action
  • Track improvement actions to completion

Output: Review shared, improvement actions assigned and tracked.

Post-delivery review template

# Post-Delivery Review: [Client Name] — [Digital Talent Name]

- **Delivery date:** [Date]
- **Reviewer:** Dana (Delivery Manager)
- **Review date:** [Date]

## Delivery summary

- **Scope:** [What was delivered]
- **Planned delivery date:** [Date]
- **Actual delivery date:** [Date]
- **On time:** [Yes / No — if no, by how many days?]

## Dimension ratings

| Dimension | Rating | Notes |
|-----------|--------|-------|
| Timeline | [Green/Yellow/Red] | |
| Quality | [Green/Yellow/Red] | |
| Communication | [Green/Yellow/Red] | |
| Coordination | [Green/Yellow/Red] | |
| Client satisfaction | [Green/Yellow/Red] | |

## What went well

- [Item 1]
- [Item 2]

## What didn't go well

- [Item 1: description, root cause, impact]
- [Item 2: description, root cause, impact]

## Improvement actions

| # | Action | Owner | Target date | Status |
|---|--------|-------|-------------|--------|
| 1 | | | | |
| 2 | | | | |

## Client feedback

[Direct quotes or paraphrased feedback from the client]

## Overall assessment

[1-2 sentence summary of the delivery and key takeaway]

Quality gate

A post-delivery review is complete when:

  • All five dimensions are rated with supporting evidence
  • Lessons learned are documented for all non-Green dimensions
  • Improvement actions are assigned with owners and target dates
  • Review document is stored in the reviews/ directory
  • Stakeholders have been notified of findings