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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 5: Operations
5.1 Review Performance Against Expected Benefits
5.2 Collect Lessons Learned
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Evaluate and measure the migration’s performance and success to determine if objectives were achieved.

Phase 5 GuidanceLegend - Customer, Provider, Shared
Activities
1. Receive all final deliverables/milestones to determine program completion (S)
2. Evaluate schedule, scope, and cost of the migration against baseline metrics (S)
3. Collect data and evaluate Success Metrics against baseline and targets (S)
4. Document the results of the program against Success Metrics and present results to USSM, provider and customer executives (S)
5. Collect and archive your cost actuals (S)

Inputs
• Program Charter
• Program Management Plan
• Integrated Master Schedule (IMS)
• Success Metrics
• Operations and Maintenance (O&M) Service Level Agreements (SLA)

Outputs
• Final Report on Success Metrics
Stakeholders
• Executive Sponsor (C, P)
• Business Owner (C, P)
• Program Manager (C, P)
• PMO Lead (C, P)
• PMO Team (C, P)

Best Practice
• Set defined performance and success metrics (including baselines and targets) at the beginning of the program to be able to measure and communicate the benefits intended and ultimately achieved
• Measure performance against KPIs set in Phase 1 and internal and external standards, including benchmarks.gsa.gov
• Correctly set expectations of performance noting that while savings often are realized from shared support arrangements, the efficiencies do not appear immediately and in the short-run may appear to be more costly during the stabilization period