Description
Description: This playbook standardizes service delivery so projects ship on time without chaos. You will map your end-to-end process from kickoff to closeout and identify the handoffs that typically fail. You will convert recurring activities into SOPs with owners, inputs, steps, outputs, and acceptance criteria. You will set WIP limits so teams stop starting everything and start finishing what matters. You will create a role and responsibility matrix to eliminate “who owns this?” moments. You will add QA checkpoints that prevent defects, not just detect them. You will implement a weekly delivery standup that is brief, visual, and focused on blockers. You will add a change request path that protects scope while staying client-friendly. You will capture cycle time, rework, and client satisfaction in a simple dashboard. You will close each project with a structured retrospective and archive steps that save future teams time. You will finish with a delivery system that scales without burning people out.
Format: SOP templates (Docs), RACI/roles matrix, QA checklists, delivery standup agenda, change request form, dashboard (Sheets), and retro guide.
Duration: 3 focused sessions of 60–90 minutes; then apply to active projects.
What You’ll Learn: SOP design; WIP limits; handoff hygiene; preventative QA; scope control; delivery metrics and retros.
Target Audience: Service teams that want reliable delivery without heavy software or bloated meetings.
English