Getting Started: Quick Program Snapshot

• Tell me briefly what transformation you are running right now and the one outcome your leadership says this program must deliver
• Which phase is the program currently in Options: Pre-kickoff planning, Design and build, Testing and pilot, Pre-go-live cutover, Post-go-live stabilization
• Who is the named executive sponsor and who on the leadership team will sign acceptance at go-live
• When does the program need to reach initial adoption milestones, for example percent of users on new process or transactions processed, by the target go-live date Options: Within 2 weeks of go-live, Within 4 weeks of go-live, Within 8 weeks of go-live, No firm target yet
• If we confirm a short pilot that proves adoption, what would allow you to sign and expand that same week Options: Executive sponsor verbal approval, Business case shows expected benefit, Procurement completes paperwork, Pilot manager endorsement, Other

Where the Current Plan Runs Into Real Trouble

• Where in the program timeline do you expect resistance to surface most strongly Options: During manager rollout, During frontline training, At data cutover, During first month of live operations, Across regions with different cultures
• Describe the last time a people issue delayed a major IT or operating change in your organization and what actually caused the delay
• Which metric drop would force you to pause or roll back the rollout, for example task completion rate, order processing time, or help desk volume Options: Task completion below 70%, Order processing time increases by 25%, Help desk volume doubles, Other
• Who typically raises the alarm first when adoption falters, and what happens next Options: Program director, Business unit leader, IT operations, HR/training, No clear owner
• If a single downstream failure could kill the project immediately, which specific failure would that be

How Managers and Frontline People Really Experience This

• Tell me about a recent change where managers stopped enforcing new ways of working, what made them revert
• How many middle managers will need to change their day to day workflows or decision rights for the program to deliver Options: Fewer than 10, 10 to 50, 51 to 200, More than 200
• Which part of the new workflows frontline staff find most confusing or time consuming based on testing or pilots so far Options: New system screens, Updated approval steps, Changed handoffs between teams, New data entry rules, Unclear role responsibilities
• When training has been delivered in pilots, what percent of users reached the proficiency you expected within two weeks Options: 80% or higher, 60-79%, 40-59%, Less than 40%, Not measured
• Which single manager group if not engaged would make sustained adoption unlikely

What's Getting in the Way of Sponsor Attention

• If executive attention slipped to a lower priority next quarter, what specific program consequence would you expect within six weeks
• Which governance cadence currently exists for the program, and who owns that cycle Options: Weekly steering committee, Biweekly program review, Monthly executive review, Ad hoc, No formal governance
• Who would you say has the real decision rights for acceptance criteria and cutover timing
• When sponsor focus waned on past programs, how long did it take you to regain alignment and what finally worked
• Which single sponsor or leader losing attention would force you to pause the rollout

The Other Options You're Considering

• Which alternatives to outside change support have you evaluated or are still on the table Options: Internal change team only, ERP vendor change services, Large consulting firm, Boutique change specialist, Do nothing and rely on communications and training
• What would have to be true about your current internal approach for you to keep it instead of bringing in an external partner
• Has anyone inside proposed solving adoption challenges without an external partner, and who would champion that approach Options: Yes, program director, Yes, HR or training, Yes, IT, No one has proposed that, Not sure
• When you compare the options, which risk or gap would make you pick an external specialist instead of staying internal Options: Sponsor disengagement risk, Manager resistance risk, Frontline adoption dip risk, Lack of objective adoption measurement, Other
• If you stayed with the incumbent approach, what concrete cost or delay would you expect that makes switching harder or easier

Operational Readiness: Gatekeepers, Data, and Integrations

• List the critical system integrations the rollout depends on and who in your organization owns those connections
• Which of these dependencies are currently unproven or missing, for example APIs, test data, or dedicated owners Options: APIs not available, No test environments, Data extracts incomplete, No identified system owners, Regulatory approvals pending, None of the above
• How many full time equivalents do you have available to support cutover, training, and rapid fixes in the first four weeks Options: 0-2, 3-5, 6-15, More than 15
• Who signs data access permissions and are those approvals already in place Options: Yes, approvals in place, Approvals in progress, No approvals yet, Not applicable
• Which single missing technical or compliance prerequisite would block a pilot or kickoff

How You'll Know Adoption Is Working

• Which measurable adoption metrics matter most to you, choose up to three Options: Percent of users completing required tasks, Reduction in transaction time, Support ticket volume, Manager enforcement rate, Champion activity levels, Process compliance rate
• What target threshold for a key metric would make you declare the rollout successful in month one Options: 70% of target metric, 80% of target metric, 90% of target metric, No defined threshold yet
• Who has final sign-off authority on go-live acceptance and will they be present in the acceptance reviews
• If a pilot proves the expected adoption improvement, what obstacle could still stop you from scaling immediately Options: Procurement delay, Sponsor hesitation, Data or compliance hold, Resource constraints, Other
• Describe one early warning sign you would want us to surface that would require immediate escalation

Commitments, Timeline, and Decision Path

• Who are the people that must commit to working with an external change partner and what will they need to approve
• What procurement or legal steps typically slow vendor selection in your organization and how long do they take Options: Standard procurement review 2-4 weeks, Legal review 1-3 weeks, Executive budget approval 2-6 weeks, No formal delays
• Which timeline constraint could force you to compress or delay the program Options: Regulatory window, ERP vendor cutover date, Board reporting date, Peak business season, Other
• If you had a two week pilot that proves adoption, what internal step would you need to sign a longer engagement the following week Options: Sponsor sign-off, Program director endorsement, Procurement signature, Budget release
• Are there any absolute deal stoppers we should know about now, for example procurement rules, regulated approvals, or budget ceilings

Next Steps and What Success Looks Like for You

• Which outcomes in the first 90 days would make this engagement feel clearly successful to your executive sponsor Options: Sponsor remains engaged, Managers enforcing new processes, Frontline adoption above target, Reduced support tickets, Other
• Who should participate in a scoping pilot and which roles must be available for short, focused interviews Options: Executive sponsor, Program director, Middle managers, Frontline representatives, IT owner, HR/training
• What would you want to see in a pilot report that would convince your leadership to expand Options: Clear metric improvement, Concrete resistance points with remediation plan, Manager activation evidence, User feedback samples, All of the above
• Realistically, how soon could you start a focused readiness assessment if we agreed on scope Options: Immediately, Within 2 weeks, Within 4-6 weeks, Longer than 6 weeks
• Is there anything critical we have not asked that would change whether you pursue an external adoption partner

• Working Sessions Kickoff and Scope Alignment
• Site Workflow Mapping (instantiate per location or business unit)
• Middle-Manager Concerns Workshop
• Frontline Workflow Impact Simulation
• Consolidated Adoption Risk Prioritization and Decision

• Publish scenario scorecards and attach observed evidence for each failure mode.
• Set scenario definitions and success criteria
• Scenario scorecards completed for each tested scenario indicating pass, fail, and failure mode.
• List of quick fixes required before go-live with estimated effort and priority.
• Catalog of post-go-live design changes to be included in sustainment planning.
• Confirm program objectives and decision criteria
• Create a quick-fix checklist that must be completed before go-live.
• Compile a training change list derived from observed frontline errors for immediate inclusion in training materials.
• Estimate effort and timeline for post-go-live design changes and include them in the sustainment backlog.
• Recap validated findings from site and stakeholder sessions
• Final prioritized adoption risk register with scores and affected sites or teams identified.
• Decision on top interventions to execute before go-live with timelines and measurable acceptance criteria.
• List of risks deferred to the sustainment period and their expected monitoring approach.
• Publish the consolidated risk register and circulate it to governance within 24 hours.
• Prepare intervention charters for each top intervention including scope, timeline, and acceptance criteria.
• Schedule governance review to secure resources for approved interventions.
• Add deferred risks to the sustainment backlog with monitoring metrics and review dates.
• Final working-session schedule and per-site session plan distributed within 24 hours.
• Complete list of required data and access commitments with delivery dates.
• Clear statement of success criteria and the single deliverable expected from each subsequent session.
• Publish the finalized session schedule with per-site timings and participant roles.
• Provide the list of system extracts, process documents, and sample cases to be delivered before site sessions.
• Confirm availability windows for frontline participants for each site session.
• Share the template for the site workflow map and evidence log to be used in diagnostics.
• Confirm session scope and actors
• Site current-state workflow map with step-level owners and handoffs captured and agreed for that session.
• Top five site friction points ranked by impact and frequency, each with an evidence status of confirmed or disputed.
• List of artifacts or data needed to validate disputed findings and target dates for those deliverables.
• Deliver the site workflow map and friction-point list as a draft document within 48 hours.
• Collect and attach the system extracts, logs, or sample cases used to validate each confirmed friction point.
• Schedule a short follow-up to resolve disputed items with the additional evidence requested.
• Capture time-on-task or volume metrics for the top two friction points for baseline measurement.
• Present synthesized manager concern hypotheses
• Validated list of middle-manager concerns with severity ratings and supporting examples.
• Mitigation actions for the top concerns, each with clear acceptance criteria and a target completion window.
• Decision on which manager concerns require executive escalation before go-live.
• Document mitigation plans and acceptance criteria for each top manager concern.
• Prepare a short manager briefing kit covering agreed mitigations for team roll-out.
• Collect manager engagement metrics to track against the acceptance criteria.
• Schedule follow-up checkpoints to confirm mitigation progress prior to the next phase.
• Run scenario walkthroughs with frontline representatives
• Consolidate and de-duplicate risks
• Review constraints and timeline
• Walk the current process end to end using sample cases
• Validate and expand concerns with managers
• Prioritize concerns by operational risk and influence
• Agree per-site scope and instantiation plan
• Log failure modes and categorize impacts
• Assess likelihood and impact and score risks
• Identify role changes, handoff risks, and decision points
• Rank friction points by frequency and business impact
• Agree mitigation actions and acceptance criteria
• Decide top interventions and assign timelines
• Confirm required evidence and system access
• Agree quick fixes and required process changes for go-live
• Finalize outputs and next-step commitments

Context and timing

• What is the target go-live date or next major adoption milestone?
• Which user groups are in scope for this initial rollout? Options: All users, Specific business units, Specific regions, Pilot group only, Other
• How many active end users (approximate) will be affected by the rollout?
• Who is the program lead on your side (role, not name) responsible for daily coordination?

Executive sponsorship

• Is there a clearly identified executive sponsor for the program? Options: Yes, a single primary sponsor, Yes, multiple executive sponsors, Sponsor identified but not confirmed, No sponsor identified, Unknown
• How frequently does the executive sponsor actively engage with the program? Options: Weekly, Biweekly, Monthly, Ad hoc or as-needed, Rarely or not at all
• What are the sponsor's top three priorities for this change (one per line)?
• What constraints are limiting sponsor attention (time, competing initiatives, governance, other)?
• Which role is acting as the sponsor's delegate for adoption accountability? Options: Program director, Transformation office lead, Business unit head, Change manager, No delegate identified, Other

Middle-manager engagement

• To what extent have middle managers been consulted about the new workflows? Options: Engaged and consulted, Briefed but not consulted, Not yet briefed, Unknown
• Approximately what percentage of managers have an identified role in the adoption plan? Options: All (75-100%), Most (50-75%), Some (20-50%), Few (<20%), Unknown
• How confident are managers in their ability to coach teams on the new way of working? Options: Very confident, Somewhat confident, Neutral, Somewhat unconfident, Not confident
• What specific supports do managers need to enable adoption (coaching scripts, FAQs, time, decision rights)?
• What manager-level risks or incentives could cause them to maintain the status quo?

Communications and messaging

• Has a communications plan been approved for the rollout? Options: Yes, approved, Draft exists, No plan yet, Plan in development, Unknown
• Which communication channels are planned or in use? Options: Email, Intranet/newsletter, Town halls, Manager briefings, Team huddles, Chat platforms, Job aids, Other
• How far in advance will pre-go-live communications start? Options: 3+ months before, 1-3 months before, 2-4 weeks before, Less than 2 weeks before, Post-go-live only
• How tailored are your messages to different audiences (executives, managers, frontline)? Options: Fully tailored by role, Partially tailored, Generic single message, No messages yet, Unknown
• Who (role) owns the communications cadence and approvals?

Training and capability

• Have role-based training plans been developed? Options: Complete, Mostly complete, Partial, Not started, Unknown
• Which training modalities are planned or available? Options: Instructor-led classroom, Virtual instructor-led, Self-paced e-learning, On-the-job coaching, Job aids/quick reference, Simulation/lab, Other
• Do users have access to a test environment or sandbox for hands-on practice? Options: Yes, for all users, Yes, for most users, Limited access, No, Unknown
• How will competency or readiness be verified before go-live?
• Who (role) will track training completion and readiness metrics?

Known resistance and risks

• Which groups have expressed resistance or skepticism so far? Options: Frontline employees, Middle managers, Regional offices, Shared services, Unionized workforce, IT teams, No groups have expressed resistance, Unknown
• What specific concerns have been voiced (workload, loss of control, job risk, tool usability, process gaps)?
• Are there informal leaders or influencers actively opposing the change? Options: Yes, No, Unknown
• Have you seen similar resistance in prior initiatives? If yes, briefly describe one example and how it was handled.
• What escalation routes and rapid-response actions are in place for emerging resistance?

Measurement and acceptance thresholds

• Which adoption metrics will you monitor (select all that apply)? Options: Login or usage rates, Process completion rates, Error or exception counts, Task completion time, Manager confirmations, Employee feedback/surveys, Business KPIs, Other
• What are the target thresholds for those metrics before you consider the rollout successful?
• How frequently will adoption metrics be reported after go-live? Options: Daily, Weekly, Biweekly, Monthly, Other
• Is there a defined go/no-go acceptance criterion tied to adoption metrics? Options: Yes, defined and approved, Planned but not final, No formal acceptance criteria, Unknown
• Who (role) will own the adoption dashboard and sign off on acceptance?

Artifacts and immediate gaps

• Which of these artifacts currently exist and are sharable? Options: Stakeholder map, Communications plan, Training plan and materials, Adoption measurement plan, Resistance log, None of the above, Other
• Which critical artifacts are missing today?
• When can the missing artifacts be made available for review? Options: Within 1 week, 1-2 weeks, 2-4 weeks, Longer than 4 weeks, Unknown

Readiness confidence and next steps

• Overall, how would you rate current change readiness for this rollout? Options: High readiness, Moderate readiness, Low readiness, Unknown or not assessed
• What one action would most improve readiness in the next 2 to 4 weeks?
• Which roles should be invited to a follow-up readiness review within the next two weeks?
• Is there any other context or concern about readiness we should know?

• Adoption Strategy Walkthrough

• Confirm the current state and its cost
• Customer confirms the stakeholder engagement sequence would keep sponsors visibly engaged through the adoption window.
• Seller to prepare a draft adoption measurement dashboard pre‑populated with the scenario data used in this session and share before the follow-up meeting.
• Customer confirms the champion activation and training approach addresses the frontline workflow gaps discovered in user testing.
• Run the stakeholder engagement scenario
• Buyer to provide the list of named sponsors, key middle managers, and one frontline workflow to use as a scenario input within 3 business days.
• Walk through champion activation and training using your workflow
• Customer confirms the proposed adoption metrics and thresholds will surface risk early enough for remediation before go‑live.
• Seller to deliver a one‑page stakeholder engagement cadence and proposed sponsor touchpoint schedule within 5 business days.
• Show adoption measurement and risk signals
• Validate alignment with your needs

• Adoption Strategy Walkthrough
• Adoption Strategy Deck Shell
• Adoption Strategy Solution Brief

• meeting
• slides
• document

• Facilitate executive sponsor coaching series
• Mobilize and run change champion network
• Deliver role-based hands-on user training
• Produce job-aids and quick-reference guides
• Operate go-live adoption support desk
• Deploy hypercare floorwalker and onsite support
• Run manager resistance-mitigation workshops
• Execute multi-channel change communications campaign
• Implement adoption monitoring and early-warning reports
• Coordinate targeted resistance management interventions
• Deliver train-the-trainer program for internal trainers
• Provide post-go-live sustainment coaching

Facilitate executive sponsor coaching series

• Which executives will be assigned as program sponsors and what are their formal titles and business units?
• How often can each sponsor commit to a coaching session and executive alignment cadence (options: weekly, biweekly, monthly)? Options: Weekly, Biweekly, Monthly, Quarterly
• Who on your team currently owns the executive decision log or RACI for the transformation and can we review the latest copy? Options: We own it and can share, We need help creating it, Not applicable
• Describe the specific sponsor artifacts we should prepare for coaching (for example: executive sponsor brief, program KPIs dashboard, change risk heat map).
• Which qualification criteria surfaced in your pilot or proof of concept must be satisfied before coaching begins (for example: pilot readiness score, pilot user adoption rate, data migration completion)?
• What acceptance criteria will confirm the executive coaching series is complete and effective (for example: each sponsor has attended at least 3 sessions and signed the sponsor engagement charter)?

Mobilize and run change champion network

• Who are the proposed champions by location and function and which business process areas will each champion cover (for example: order-to-cash floor champions, procurement regional champions)?
• How many champions per site or business unit are you aiming for and what minimum time commitment can they offer per week? Options: 1 per site, 2-3 per site, 3+ per site
• Which selection criteria will you use to nominate champions (for example: tenure, peer influence score, subject matter expertise on procure-to-pay)?
• Identify the activation activities you expect us to run for champions (for example: kickoff workshop, scenario-based playbooks, monthly working session).
• When do you want the champion network to be operational relative to build and go-live (options: before build, during build, two weeks before go-live)? Options: Before build, During build, Two weeks before go-live, At go-live
• What reporting or evidence will you accept to confirm champions are activated (for example: champion call minutes, completed champion tasks log, champion attendance rate)?

Deliver role-based hands-on user training

• How many distinct user roles require hands-on training tied to specific workflows (for example: accounts payable clerks on procure-to-pay, sales order processors on order-to-cash)? Options: 1-3 roles, 4-7 roles, 8+ roles
• Which end-to-end business scenarios must be included in training labs (for example: invoice receipt to payment, new customer order through fulfillment)?
• How will you provide training environments that mirror the go-live system (options: dedicated sandbox, shared training tenant, simulated worksheets)? Options: Dedicated sandbox, Shared training tenant, Simulated worksheets, Other
• Who will be the role owner responsible for confirming scenario accuracy such as validated order-to-cash scripts or approved chart-of-accounts mappings?
• Which delivery methods do you prefer for hands-on sessions (options: instructor-led lab, remote screen-sharing lab, recorded step-through exercises)? Options: Instructor-led lab, Remote screen-sharing lab, Recorded step-through exercises, Blended
• What acceptance criteria will confirm role-based training is accepted at go-live (for example: 85% of assigned users complete hands-on lab with pass rate and training completion uploaded to your LMS)?

Produce job-aids and quick-reference guides

• Which core processes need job-aids and quick-reference guides (for example: month-end close checklist, new vendor onboarding steps, returns processing)?
• What formats do you require for job-aids (options: printable one-page cheat sheet, intranet knowledge article, short how-to video)? Options: Printable one-page cheat sheet, Intranet knowledge article, Short how-to video, Mobile quick-tip card
• Who will own version control and publishing on your knowledge base for each job-aid (for example: process owner, operations lead, central training team)?
• How many language translations or localizations are required for guides based on your regional user base? Options: None, 1-2 languages, 3-5 languages, 5+ languages
• When should the first draft of each job-aid be available relative to cutover (options: 4 weeks before, 2 weeks before, at cutover)? Options: 4 weeks before, 2 weeks before, At cutover, After go-live
• Describe the acceptance evidence you will require for job-aids to be marked publish-ready (for example: SME sign-off, pilot user feedback score, inclusion in the go-live packet).

Operate go-live adoption support desk

• Which support channels must the adoption desk operate on launch day (options: phone hotline, email, chat, ticketing portal)? Options: Phone hotline, Email, Chat, Ticketing portal
• How many support staff do you estimate will be required by channel per shift based on expected user population and transaction volume? Options: 1-3 per channel, 4-6 per channel, 7+ per channel
• Who will be the escalation owner for operational incidents originating from the adoption desk and what contact path should be used (for example: operations manager via pager, central IT incident queue)?
• What ticketing categories should the desk use to classify adoption issues (for example: system access, process question, data discrepancy, training gap)? Options: System access, Process question, Data discrepancy, Training gap, Other
• When do you want the adoption desk to transition to steady state support after go-live (options: 2 weeks, 1 month, 3 months)? Options: 2 weeks, 1 month, 3 months, Other
• What acceptance criteria will confirm the adoption support desk is meeting go-live SLAs (for example: average first response time under 30 minutes, 90% of tickets triaged within 4 hours)?

Deploy hypercare floorwalker and onsite support

• Which sites or business units require onsite floorwalker coverage on day one and during week one?
• How many floorwalkers per site do you expect given typical shift sizes and peak transaction windows? Options: 1 per shift, 2-3 per shift, 4+ per shift
• What are the expected shift windows for onsite coverage (for example: 7am-3pm local time, 9am-5pm local time, 12pm-8pm local time)? Options: 7am-3pm, 9am-5pm, 12pm-8pm, Custom
• Who will authorize travel and site access for floorwalkers and what clearance paperwork is required?
• Identify the knowledge artifacts floorwalkers must carry (for example: step-by-step reconciliation checklist, escalation cheat sheet, quick-reference job-aids).
• How long do you expect onsite hypercare to run before reverting to remote support for that location? Options: 1 week, 2 weeks, 1 month, Other

Run manager resistance-mitigation workshops

• Which manager cohorts will be included in workshops (for example: frontline supervisors, regional managers, service desk leads)?
• How many workshops per cohort do you foresee and what duration fits operational windows (options: 90 minutes, half day, full day)? Options: 90 minutes, Half day, Full day
• Which concrete manager deliverables do you expect after workshops (for example: updated team huddles script, local escalation SOP, manager checklist for first 30 days)?
• Who will supply local examples of resistance (for example: recent closed-loop HR cases, regional NPS feedback, logged frontline incidents) for workshop scenarios?
• When should workshops run relative to system user acceptance testing and cutover to maximize manager readiness? Options: Before UAT, After UAT / Before cutover, During build, Other
• Describe how you will measure workshop effectiveness (for example: pre/post manager confidence survey, reduction in manager-reported escalations in week 1).

Execute multi-channel change communications campaign

• Which target audiences must be included in the campaign and what channel mix do they prefer (for example: frontline via posters and SMS; managers via email and weekly briefings)?
• How many communications templates do you want produced (for example: sponsor message, manager talking points, end-user quick tips, go-live checklist)? Options: 1-3 templates, 4-6 templates, 7+ templates
• Who owns approvals for each communication artifact and what is the expected review turnaround time?
• Which measurable communication goals should we track (for example: open rate for email to managers, attendance at town hall, SMS click-through to job-aids)?
• When should the pre-launch communication wave begin relative to cutover (options: 8 weeks before, 4 weeks before, 2 weeks before)? Options: 8 weeks before, 4 weeks before, 2 weeks before, Other
• Identify any compliance or regulatory messaging constraints we must include (for example: record retention notice, audit contact, data privacy disclaimers).

Implement adoption monitoring and early-warning reports

• Which source systems and data feeds will be used to generate adoption signals (for example: your new ERP transaction logs, training LMS completion exports, support ticket counts)?
• How frequently should early-warning reports refresh during the 4 weeks surrounding go-live (options: hourly, daily, twice daily, weekly)? Options: Hourly, Daily, Twice daily, Weekly
• Who will be the report consumer roster that must receive alerts (for example: program director, operations lead, local site manager)?
• Which concrete adoption KPIs should trigger an alert (for example: new order transaction rate drop >30% vs baseline, training completion under 80% for a role)?
• Describe the integration endpoints for reporting distribution (for example: send CSV to your analytics platform, post notifications to your collaboration channel, create tickets in your ITSM queue).
• Who will own ongoing maintenance of the dashboards and who will be the contact for data-quality exceptions?

Coordinate targeted resistance management interventions

• Which types of resistance cases do you want triaged through targeted interventions (for example: known manager pockets of passive resistance, high-volume frontline teams refusing new checklist)?
• Who on your HR or people team must be looped into interventions that may require coaching, performance conversations, or formal remediation?
• What intervention modalities do you prefer for high-risk cases (options: one-to-one coaching, small cohort workshops, leadership mediation, performance coaching)? Options: One-to-one coaching, Small cohort workshops, Leadership mediation, Performance coaching
• When should an issue be escalated from a local intervention to program-level governance based on measurable criteria (for example: unresolved after 3 interventions, adoption below threshold for 2 weeks)?
• Identify the legal or compliance approvals required before we execute certain interventions (for example: access to personnel files, approval for performance coaching notes).
• Describe the evidence you expect back after an intervention concludes (for example: updated action plan with owner and dates, post-intervention adoption metric change).

• Master Services Agreement (MSA)
• Statement of Work (SOW)
• Acceptance Criteria & Sign-Off
• Governance & Meeting Cadence Agreement
• Decision Rights & Escalation Matrix
• Operational Dependencies Register
• Change Order Agreement
• Payment Schedule & Invoice Terms
• Go-Live Support & Transition Appendix
• Data Privacy & Security Addendum (conditional)

• Go-live Health Check (weeks 1-4)
• First Measurement Review (weeks 4-10)
• Acceptance Gate — Day 90 Outcome Decision
• Monthly Sustainment Review (months 1-3 post-acceptance)
• Quarterly Business Review — Sustainment and Lessons

• Deliver targeted refresher training or job-aid for roles below proficiency thresholds.
• Publish the signed acceptance record and supporting evidence to the shared workspace.
• Create a remediation backlog with owners and resolution dates for any failed or conditional criteria.
• Execute the incumbent wind-down checklist, including contract/renewal disposition and data archive verification.
• Close or re-scope remediation items that are blocking metric progress.
• Review adoption and support metrics
• Confirm whether adoption and support metrics are improving toward Mutual Commit targets.
• Agree short interventions and how their effect will be measured within the next month.
• Re-confirm success criteria and owners
• Close top priority hypercare tickets and confirm impact on ticket burn-down metric.
• Update the adoption dashboard with the validated measurement queries and share for weekly monitoring.
• Outcome review versus Mutual Commit targets
• Validate whether month-end close cycle time and role-based proficiency remain at or above Mutual Commit targets and document the business impact.
• Agree a prioritized backlog of sustainment enhancements and assign operational ownership for ongoing reporting.
• Capture and publish a lessons-learned summary to reduce regression risk in future phases.
• Publish a lessons-learned report and distribute to the governance forum.
• Finalize sustainment dashboard ownership and schedule recurring distribution of key metrics.
• Create an enhancement backlog entry for each agreed item with priority and target implementation quarter.
• Confirm the deployment completed without critical gaps that prevent core transactions.
• Identify and agree owners and due dates for all high-severity blockers.
• Establish immediate remediation tasks to stabilize early user activity.
• Publish a one-page deployment health summary including open tickets and owners.
• Complete the top three high-severity remediation tasks identified in the meeting within the agreed dates.
• Confirm data sources and dashboards that will feed the first measurement meeting.
• Present first outcome data vs targets
• Determine whether month-end close cycle time and role-based proficiency are on a trajectory to meet Mutual Commit targets.
• Agree a prioritized remediation plan with owners and firm completion dates to address metric shortfalls.
• Confirm data lineage and evidence that will be used at the acceptance gate.
• Produce a drilldown report showing proficiency by role, by location, and by task completion rates.
• Update the remediation plan with named owners and firm due dates for each corrective action.
• Validate and publish the data sources and queries that will be used to verify month-end close time at the acceptance gate.
• Restate acceptance criteria and numeric targets
• Produce a documented acceptance decision with pass/fail recorded per acceptance criterion and a named signatory.
• List remediation items with owners and hard due dates for any unmet criteria.
• Confirm the plan and dates to decommission or retain the incumbent system and ensure data is archived or migrated.
• Deployment and migration validation
• Status of remediation backlog
• Lessons learned and retrospective
• Present outcome data against each criterion
• Diagnose root causes for any metric gaps
• Frontline feedback and resistance monitoring
• Outstanding operational risks and enhancement backlog
• Prioritize corrective actions with owners and dates
• Early adoption signals and usage patterns
• Document pass/fail per criterion and record acceptance decision
• Confirm timeline to acceptance gate
• Agree quick interventions and validation steps
• Agree remediation items and resolution timelines for any failed criteria
• Agree ongoing measurement and reporting cadence
• Blockers and open issues with owners
• Agree immediate remediation actions
• Incumbent system wind-down confirmation