Handoff and support package
The pilot team is usually a project-based staffing arrangement and will not stay with the operating unit forever. The first step of adoption redesign is preparing a handoff package that lets "someone who was never part of the pilot" take over operations: not assuming the operating team will naturally pick up every detail.
| Item | Description |
|---|---|
| Operating instructions | Day-to-day operating steps: how to monitor, how to confirm the system is healthy, how often to check for knowledge-base updates |
| Support model | Who handles issues at the first line, when to escalate and to whom, and the contact point and response time |
| Recovery and revocation runbook | Directly reuse the actual steps drilled in Module 7, rather than writing a new, undrilled process |
| Training material | Materials for new operations staff, covering the Module 4 error taxonomy and the Module 5 human-confirmation workflow |
| Known-limitation list | Case types the current solution explicitly does not cover or handle well, to avoid the operating team over-expecting it |
Warning
Common mistake: treating tacit knowledge accumulated during the pilot as a substitute for a handoff document, e.g. "everyone here knows who to call when this happens." Once pilot team members move on, that tacit knowledge disappears entirely: the handoff package must be a written document anyone can follow.