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Real World Evaluation Training: Navigating Common Constraints for Exceptional Results by Jack J. Phillips, Patricia Pulliam Phillips

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CHAPTER 7

Reporting Results

Knowing you’re succeeding is one thing. Understanding why is even sweeter.

—Accenture Advertisement

Route Guidance: Why Communicate Results?

A customer service program was implemented to improve quality and speed of service. When the project was concluded the team measured the results, which were a mixed bag. The quality of service had improved, but the speed of service had not; in fact, it was slower than before. The team tried to get on the executive calendar to share the results in a face-to-face meeting; unfortunately, the meeting would not take place until six weeks later. Knowing that the findings needed to ...

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