FDE Foundations · Module 12: Business Impact & Handover
Training the Customer Team
Handover succeeds when their team can run the system without you. Train on their tasks, document for the 3 a.m. case, and prove readiness with a supervised dry run.
9 min reading
Objectives
- Design training around the team's real tasks
- Write runbook-first documentation
- Certify readiness with a supervised dry run
Train on their tasks
A 90-minute session beats a two-day course: their queues, their invoices, their failure cases. Operators learn by doing the real task with the real tool; the training plan is just their task list with exercises. Record it; the recording becomes onboarding material for their new hires.
Runbook-first documentation
The runbook from m10 is the core document: symptoms, checks, actions, escalation contacts. Add a one-page "what this system does" overview and a FAQ from real questions asked during training. Documentation written from actual confusion works; documentation written from the architecture diagram does not.
The supervised dry run
Readiness is proven, not felt: their team runs a full cycle (a batch, a recovery, a common failure) while you watch, then alone on a second cycle. Two successful cycles without intervention is the handover bar. Note every stumble and fix the doc or the tool before sign-off.
The goal of training is your own redundancy. If they need you for routine operations, the handover has not happened yet.
Quick check
An optional 2-3 question self-check. Answers never leave your device, are not stored, and never count toward any assessment.
Exercise
Plan the training for a fictional handover: 90-minute agenda on real tasks, the three runbook sections you would write first, and the supervised dry-run checklist with the pass bar.
Pass criteria
Agenda uses their tasks not features, runbook sections start from failure response, and the dry-run checklist has concrete steps with a stated pass criterion.