SOP example: Hand off a finished project
One of ten examples from our library of 150+ pre-made SOPs. Copy it, change it to how your company works, and give it an owner.
Scope
This SOP covers handing a finished client project over to the client and, where one applies, into a monthly retainer. It starts when the project lead marks the work done. It ends when the client confirms receipt and the project is closed in the schedule. Rules that differ by state, such as record keeping, follow "check your state".
Roles
- Project lead: Confirms the work is done, checks the handoff package, and talks to the client about open items.
- Operations manager: Owns this SOP, approves the handoff email text unless the delegation rules name someone else, and closes the project.
- The Scheduling agent: Clears remaining scheduled work, books the handoff meeting, and informs the people involved.
- The Inbox agent: Sorts client replies about the handoff, flags what needs a person, and drafts the handoff email for approval.
- Client contact: Receives the handoff, raises open items, and confirms receipt (outside the company).
The steps
- The project lead marks the work done and lists any known problems or unfinished items first.
- The project lead gathers the handoff package: final files, a short summary of what was delivered, and instructions for the client.
- The project lead checks the package against the original scope and notes any gaps.
- The Operations manager reviews the package and the list of gaps. Gaps are fixed or agreed with the client before handoff.
- The Scheduling agent books a handoff meeting with the client and informs the team.
- The Inbox agent drafts the handoff email, with bad news and open items at the top. The person the delegation rules name approves the exact text before it is sent.
- The project lead holds the handoff meeting, walks through the package, and records the client's questions.
- The project lead sends or hands over the final package after the exact text is approved, and records the date.
- The client confirms receipt. The Inbox agent flags any reply that raises a problem for a person.
- The Operations manager closes the project, and the Scheduling agent removes remaining scheduled work. If a retainer follows, the Operations manager sets it up.
KPIs
- Handoff cycle time: Measure days from the work marked done to client confirmation of receipt, from project and inbox records. Target: set per business.
- Handoffs with open gaps: Count handoffs where the review found gaps against scope, divided by all handoffs in the period. Target: set per business.
- Client-raised issues after handoff: Count issues the client raises after confirming receipt, as flagged by the Inbox agent. Target: set per business.
The AI-first version
- The Scheduling agent spots projects nearing completion and reminds the project lead to prepare the handoff (machine)
- The project lead confirms the work is done and lists problems and open items first (judgment)
- The Inbox agent assembles the handoff package from project files and drafts the summary (assisted)
- The Operations manager reviews the package against scope and decides if gaps must be fixed first (judgment)
- The Scheduling agent books the handoff meeting and informs the people involved (machine)
- The Inbox agent drafts the handoff email. The person the delegation rules name approves the exact text before it is sent (assisted)
- The project lead holds the meeting and hands over the package (judgment)
- The client confirms receipt or raises open items (external)
- The Inbox agent sorts the reply and flags any problem to a person (machine)
- The Operations manager closes the project, and the Scheduling agent clears remaining scheduled work (assisted)
How to use this SOP
Run it for a month as written, then fix what didn't match reality. In the AI-first version, machine steps go to an agent, assisted steps are drafted by an agent and checked by a person, and judgment steps stay with a person.