Client Communication, Training, and Handover
Client Communication, Training, and Handover
This domain tests how you keep stakeholders informed, build capability, and transfer ownership so the client can operate the solution.
Core rules
- Build a communication plan by audience: sponsor, steering committee, process owners, end users, and IT support. Define message, channel, frequency, and owner.
- Report status against scope, schedule, budget, risks, and decisions; distinguish issues from risks.
- Escalate early with options and a recommendation, not just a problem.
- Conduct a training needs analysis; design role-based materials, job aids, exercises, and assessment.
- Handover is a checklist: runbooks, support model, access, documentation, open defects, configuration baseline, and named owners.
- Confirm acceptance in writing.
Worked example
After go-live, invoice entry errors rise. The consultant reviews: users attended a general demo but never practiced exception handling. She adds a short role-based lab, a one-page job aid, and floor support for two weeks. Reasoning: adoption gaps are often design-of-training gaps, not user resistance.
Traps
- One-size-fits-all communication.
- Training scheduled only at the end.
- Handover by email without walkthrough.
- Leaving tribal knowledge undocumented.