BATTLEHILL PROJECTS / EXAMPLE DOCUMENT
Change-impact and readiness assessment
Show how changes affect people and processes, and what evidence is needed before the business is ready.
Illustrative example · Fictional scenario · Not a customer document
Illustrative customer-service system change affecting frontline colleagues, team managers and the support desk.
| Affected group | Change / impact | Preparation | Readiness evidence |
|---|---|---|---|
| Frontline colleagues | New case categories, routing and customer-record screens. | Role-based practice scenarios and concise process guidance. | Representative users complete agreed scenarios; gaps have owners. |
| Team managers | New allocation and performance-reporting responsibilities. | Management briefing and reporting walkthrough. | Process ownership accepted and reporting validated. |
| Support desk | New incident routing and knowledge requirements. | Runbooks, escalation contacts and knowledge-transfer sessions. | Support coverage and service acceptance confirmed. |
| Business owners | Ongoing adoption and process-control responsibility. | Agree measures and a review cadence. | Named owners accept the measures and outstanding actions. |
What the reader should act on
Readiness decision: distinguish completed communications from demonstrated ability to operate. Record any exception, its business impact and the person authorised to accept it.
How this is adapted for an engagement
Measures may include learning completion, scenario success, process adherence, usage and support demand. Agree adoption measures before launch and use observed results to direct post-implementation support.