Business outcomes explained

Business outcomes are key, high-value business objectives that a Pega Platform™ application is designed to achieve. These outcomes are likely tied to a company's strategic objectives and heavily influenced by what customers experience and feel as they interact with the organization.

Business outcomes might include, for example:

• A new sales target
• A customer retention objective
• An efficiency target

Pega Express™ identifies business outcomes early - during the Discover phase - to ensure the solution achieves the company's strategic objectives.

You capture business outcomes in the Day 1 Live Plan, which summarizes the business' perspective on what the solution looks like on day one once the application goes live. You then review the business outcomes during the Project Kickoff and reference them throughout the Build phase. Keeping a focus on the desired outcomes ensures the team designs, builds, and tests a solution that contributes to achieving expected results.

Download the Day 1 Live Plan template from the Pega Express Delivery Resources page

In the following image, you see a Day 1 Live plan template with an example.

Perhaps a client wants to launch a new service by making one of their existing services more efficient, freeing up staff. To capture the objective, you create a business outcome with supporting metrics.

Consider the following example.

Business Outcome: The organization wants to launch a new service. It intends to make an existing process more efficient, free up resources, and then use those workers to support the newly launched service.

Supporting Metrics: Repurpose 20% of existing resources to the new service by:

• Improving customer satisfaction: Reduce average call handle time by 3 minutes
• Improving revenue stream: Increase revenue per investment account by 8%
• Improving profitability: Reduce average number of “touches” required to process a claim from 14 to 8

By focusing on business outcomes, you:

• Measure the real value to deliver through your solution
• Identify processes and functions that require improvement
• Focus on high-priority Microjourneys that make a measurable difference
• Clarify the key goals of the application

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