When transitioning from project delivery into business as usual (BAU), establishing regular feedback loops is crucial to ensure continual improvement. Feedback loops enable ongoing monitoring, learning, and adaptation of both products and processes post-transition. They provide mechanisms for capturing user experiences, operational issues, and evolving requirements that inform future iterations and enhancements.

Feedback loops can take many forms, such as user surveys, retrospectives, operational reviews, or service desk reports. Their regularity and structure ensure that BAU teams remain aligned with customer needs and organizational goals while adapting to changes effectively. This approach fosters a culture of continuous learning and agility even after the formal project has closed.

Providing access to Kanban or team boards (A) supports transparency and workflow management but is more tactical and internal to teams rather than a strategic approach to continuous improvement across BAU. Agreeing on SLAs (C) and KPIs (D) define performance and service targets but do not inherently drive feedback or improvement cycles without mechanisms for learning and response.

PRINCE2 Agile highlights the importance of feedback loops as part of the ‘progress’ and ‘quality’ practices extended into BAU to sustain value delivery.