Implementation rescue playbook
Use when customers are stuck in onboarding, integrations keep slipping, or everyone is politely pretending the rollout is fine.
Outcome: Turn a drifting implementation into a measurable operational recovery plan.
Operating sequence
- Separate contractual scope from the live workflow the customer actually needs to run.
- Find the blocking path: identity, data quality, integration, training, authority, reporting, or change management.
- Ship one visible unblocker before reopening the entire programme plan.
- Create a product feedback lane so the same failure mode does not become your next customer’s problem.
Artifacts to leave behind
- blocker tree
- customer comms brief
- integration trace
- unblocker release note
Kev’s blunt rule
If the engagement does not produce a visible workflow change, reusable product learning, or a clear kill decision, it was just expensive tourism with a laptop.