Last Updated: 09/26/2025
What's updated: Added the Process Compliance Guide (Pre-Launch Planning - Step 4), and email acknowledgement (Soft Launch Piloting - Step 2 & Hard Launch Execution - Step 1)
The purpose of this document is to establish a standardized launch process that ensures new projects, tools, and processes introduced at CSP are not only launched effectively but also adopted, measured, and sustained across the organization.
Pre-launch Planning
Soft Launch Piloting
Hard Launch Execution
Post-launch Accountability and Measurement
Ongoing Optimization and Feedback Integration
Project Wrap-up
This framework applies to all internal initiatives at CSP that:
Introduce a new tool, workflow, or system
Modify existing procedures with company-wide implications
Require team-wide behavioral change or compliance
Demand measurable post-launch adoption
Pre-launch planning ensures that every initiative is set up for success before any communication or rollout occurs. This phase lays the groundwork for a smooth Soft + Hard launch.
Step 1: Define the Project Objective
Clearly state what this launch aims to achieve.
Align the goal with broader team or company priorities.
Define what success will look like and be measured after the launch.
We can measure the following:
Usage Rate, Compliance Rate, Feedback Participation, Engagement.
Set specific, realistic targets (e.g., ≥85% adoption after 30 days).
Step 2: Determine if this is a Long-term or a Short-term Initiative
Once the scale of the Initiative has been identified, utilize the appropriate PM doc required to track the initiative’s progress. The document should show the Project’s roadmap.
Develop Launch Materials, prepare the following:
A clear “What is this and why does it matter?” message via email.
A walkthrough or demo (live or recorded if needed).
A process document (or a checklist/how-to if applicable).
Step 3: Assign Roles & Responsibilities
Assign the Project Owner responsible for rollout and adoption.
One of the Project Owner’s responsibilities is to raise the team’s questions, feedback, and get guidance from the Leadership Team or Vlad.
If the project will be transitioned, make sure that the person is included/looped in at the start of the project for easier transition.
If the project will need assistance from other members of the Leadership Team (eg, OMs), ensure that they’re involved as early as possible in the lifecycle of the project.
Designate the Team that will be responsible for the project's progress or reviewing post-launch audits if required.
Host weekly sync with the Project Owner and Team for alignment.
Identify Project Champions (pilot testers or leaders) who can advocate during rollout.
For Pilot Testers, we can choose a small, diverse group of users to test the new process or tool.
Ensure pilot users are active in the workflow affected and are willing to give feedback.
Step 4: Prepare the Adoption Tracker
An Accountability Tracker measures whether everyone follows through on their roles, responsibilities, and expected behaviors during a project. It captures not just task completion, but also behavior, responsiveness, and cultural alignment.
Building it during the Pre-Launch phase ensures accountability is embedded early for stronger follow-through in later stages.
Adoption Tracker Creation Guide: https://workdrive.zohoexternal.com/external/sheet/614a59a6e36b6a38710e44c64462d5d28a6c10f99293a4989f7b26dff4bd5ebb
Step 5: Schedule Soft + Hard Launch Dates
Define exact dates for:
Soft launch (pilot group only)
Hard launch (full team rollout)
15-day and 30-day follow-up reviews
The soft launch is a controlled introduction of the initiative to a small group. To test, validate, and improve a project before full-scale rollout, while building accountability, cultural support, and long-term adoption.
Step 1: Final Readiness & Team Alignment
Duration: 1-2 days
What to confirm:
If Vicki were able to talk to Sr. AMs before the soft launch so they would have time to process the information and get their insights about the changes.
Pilot users are aware and available
Project goal, purpose, and value (“why”) have been clearly shared
Materials (FAQ, demo, brief) are ready
Communication channels are open (Cliq group chat, email, etc.)
Soft launch is positioned as a test phase — mistakes are expected and encouraged for learning
At least one informal project champion is ready to support others
Step 2: Run the Soft Launch, Track Usage & Collect Feedback
Duration: 1-2 weeks
Finalize the logistics before the actual meeting
The project team must align on who is responsible for key tasks during the session (e.g., screen sharing, recording, and facilitation).
Test all tech before starting the meeting — make sure videos, links, and slides work properly.
Be conscious of everyone’s time for all sessions or huddles.
Prepare a contingency plan for the presentation, including who will present if the main presenter is unavailable. That way, the project's need is prioritized accordingly and will help maintain the project's momentum.
Ensure that the material is accessible to the entire team so that anyone can step in to present if needed.
Set up recording tools for all relevant meetings, onboarding sessions, and pilot testing demos. This supports documentation, feedback analysis, and future onboarding. Save all recordings in Zoho WorkDrive.
Launch the tool or process to the pilot group only or the team (if applicable) via a meeting.
Communicate that this is an early testing phase — no penalties for mistakes yet.
Send an email to the pilot group or the team about the new system/new process/process update.
Make sure that the team acknowledges that they’ve read and understood the communication by responding to the email.
Provide real-time support (chat, email, office hours meeting).
Monitor usage informally or through your tracker.
Observe how people adapt to the new system/new process/process update (e.g., usage count, participation).
Collect feedback through:
A verbal set of questions for feedback by holding a brief feedback session or group chat to discuss what worked and what didn’t.
How is the usability? Are there any frictions? What are the missing pieces?
Step 3: Review & Refine
Duration: 1 week after the soft launch
Review the feedback and basic adoption data.
Decide:
What to keep
What to fix
What to simplify
Update your materials or instructions as needed.
Share a short “Lessons Learned + Go/No-Go” summary with leadership.
The hard launch is the full-scale implementation of the initiative across the organization. This phase ensures clear expectations, consistent usage, and strong peer-supported adoption, while reinforcing accountability and enabling continuous improvement at scale.
Step 1: Full Rollout & Kickoff
Duration: 1 week
Goal: Formally launch the initiative organization-wide
Actions to Launch:
Host kickoff huddle/meeting to reinforce purpose, demo usage, and answer FAQs
Share “What is this and why does it matter?” and the outcome of the soft launch (success stories, changes, etc.)
Provide clear steps for what is the new tool/process.
Clearly state that the tool/process is now mandatory (success definitions, compliance expectations, and escalation paths)
Send out an official launch communication (email)
Make sure that the team acknowledges that they’ve read and understood the communication by responding to the email.
Link to updated materials and where to access the new tool/process (FAQs, walkthrough, knowledge base)
Step 2: Peer Support
Duration: First 1–2 weeks after the hard launch
Goal: Build habits and early correction through support, not enforcement.
Actions:
Host meetings to identify struggles with process compliance or tool usage.
Encourage peer nudges to utilize the new process/new tool and use “gentle accountability” messaging — reinforce the shared responsibility culture.
Step 3: Review & Reinforcement
Duration: 3–6 weeks after the hard launch
Goal: Sustain adoption and fix weak points.
Actions:
Run 15-day and 30-day adoption reports
Share audit summaries and adoption highlights
Recognize early adopters and good performers
Offer additional coaching if needed
Refine any lingering issues with the tool/process
The post-launch ensures that launched initiatives are actively used and producing the intended impact, with clear visibility into performance, accountability for results, and early action when improvements are needed.
Step 1: 30-Day Adoption & Performance Review
Duration: Starts 2–3 weeks after Hard Launch ends
Actions:
Run adoption and usage reports via the Adoption Tracker
Compare actual behavior vs. the success metrics defined during Pre-Launch
Adoption Rate (Who is using it?)
Compliance Rate (Are they using it correctly?)
Feedback Participation (How much feedback has been given?)
Thematic insights from user comments or qualitative feedback
Tag user or team behavior as High, Moderate, or Low adoption
Use this data to identify early wins and risk areas
Step 2: Build Accountability and Cultural Support
Purpose: Establish a clear system for reinforcing adoption and promoting correct usage. The approach may vary depending on the nature of the project. Choose one or more of the models below based on how the initiative is managed:
Model A: QA-Led Accountability
Recommended for: Projects with structured tools, workflows, or compliance requirements.
Assign QA or compliance reviewers/team members to conduct random spot checks
Audit real-world usage against defined success metrics or process steps
Log findings in the Adoption Tracker
Offer feedback or follow-up support as needed
Model B: Manager-Led Accountability
Recommended for: Projects that are team-based, behavior-focused, or where adoption oversight naturally falls under management.
Managers or Project Owners monitor adoption via:
Team meetings or huddles
1:1s and informal check-ins
Observation of behavior or usage trends
Identify blockers, coach team members, and follow up on non-compliance
Escalate major issues or gaps to leadership if needed
Model C: Peer-Supported Accountability
Recommended for: Lightweight initiatives or rollouts that benefit from cultural buy-in and informal feedback loops.
Promote a “support, not blame” culture across the team
Encourage team members to report misuse or confusion in a respectful, non-punitive way
Use informal champions to model correct usage
Allow feedback to surface through retrospectives or optional anonymous channels
Model D: Gamified Adoption Model
Recommended for: Projects where positive reinforcement, public recognition, and team motivation are key to early adoption.
Set up light gamification elements tied to adoption and usage milestones:
“First to fully adopt”
“Most consistent user”
“Top feedback contributor”
Offer fun, low-barrier rewards, such as:
Digital certificates (e.g., “Certified Adopter”)
Small team perks or internal shoutouts
Spotlights in All Hands, newsletters, or team chats
Use the Adoption Tracker to log and validate achievements
Keep rules clear, fun, and focused on behaviors that drive success
Encourage optional friendly competition between teams or roles
For all models:
Reinforce shared ownership through team syncs or retrospectives
Normalize both constructive reminders and public recognition
Ensure team members know what “correct usage” looks like and feel empowered to support each other
Step 3: Host Accountability Review
Duration: 30–40 days post-launch
Purpose: Evaluate adoption performance and determine whether the initiative is progressing under CSP’s default liberal management environment, or whether it requires escalation into structured oversight. This step introduces a tiered contingency model with both escalation and de-escalation logic.
Participants:
Project Owner
Leadership Team
Project Team
Actions:
Run and present the 30-day data: adoption rate, usage, compliance, feedback
Discuss what’s working and what’s not
Agree on an appropriate level of response
Plan and assign support or corrective actions
If adoption goals were not reached by the agreed-upon timeframe, review the roadmap, create a 3-level contingency plan, confirm the escalation level, document clear next steps, and review dates
CSP uses a three-level intervention model to manage adoption performance. The Escalation & De-Escalation Logic is as follows:
Start in Baseline (Liberal) after Hard Launch
Escalate to Level 1 if metrics fall below the target
Move to Level 2 if no visible improvement after review
Move to Level 3 if there is still no improvement in Level 2 or sustained resistance
If goals are re-met:
De-escalate down one level
Stay at the current level if performance stabilizes
Return to Baseline once full compliance is regained
Step 4: Document and Share Outcomes
Purpose: To create a formal record of what was learned during Step 3 and use it to promote transparency, continuous improvement, and wider alignment. This step ensures that the results of the review are captured, shared, and used to improve long-term processes.
Deliverables:
Post-Launch Summary Report, including:
Adoption trends and compliance observations
Key wins and standout teams or users
Feedback themes and lessons learned
Escalation/de-escalation notes (if applicable)
Action plan for teams needing further support
Process Refinement Updates:
Revisions to SOPs, workflows, or launch materials
Updates to knowledge base articles or onboarding resources
Notes for improving future implementation or rollout strategy
The Ongoing Optimization and Feedback Integration ensures the initiative stays relevant, effective, and continuously improves based on real-world usage. It reinforces good habits, addresses friction points early, and sustains long-term value through ongoing feedback and iteration.
Step 1: Establish a Feedback Loop
Purpose: Collect real-time and ongoing feedback in a way that fits CSP’s team size and culture.
Duration: Starts during the Post-Launch phase and continues ongoing.
Ownership: Project Owner + Project Team + Supporting Leaders
Actions:
Ask for input during existing team huddles or 1:1s
Sample questions:
“Is this tool or process helping you?”
“Anything you'd change or improve?”
We can open a dedicated Cliq thread or group chat where teammates can casually drop ideas or concerns
Encourage Project Owners, Project Team members, and Involved Leaders to have direct conversations with users
These can be informal or integrated into existing syncs or check-ins
Keep a simple, running list of feedback themes and action items to track what’s improved over time.
Step 2: Monitor for Drift or Drop-Off
Purpose: Catch slow declines in adoption or quality before they become larger issues.
Duration: Begins after the 60-day post-launch review and continues monthly or as needed.
Ownership: Project Owner + Project Team
What to watch for:
Declining usage or skipped steps over time
Frequent confusion or repeated questions in chats or meetings
Teams creating workarounds or reverting to old processes
Actions:
Re-engage the team through:
Refresher demos or live walkthroughs
Updated materials or clarified steps
Spot-checks or pulse follow-ups
Step 3: Optimize Based on Real-World Use
Purpose: Use feedback and live data to continuously improve the process/tool.
Duration: Quarterly (starting approximately Day 90)
Optimization Cycle (quarterly or as needed):
Review tracked feedback and performance
Make minor tweaks without a full relaunch (e.g., change wording, simplify a step)
Propose major changes only when critical, and rerun a mini-launch cycle if necessary
Communicate major updates to users
Log each optimization in the project tracker or PM doc to preserve the decision trail.
Step 4: Close the Feedback Loop
Purpose: Reinforce a culture of responsiveness and shared ownership.
Duration: After each round of meaningful updates or changes
Actions:
Communicate updates clearly (e.g., “We updated X based on your feedback”)
Use “You said, we did” examples to build trust
Recognize consistent users and contributors who helped improve the initiative
Include change summaries in team huddles or via email as needed
Acknowledge non-actionable feedback and explain why it may not be addressed yet
Update relevant Deliverables, including:
SOPs or process documentation
Training decks or walkthroughs
Knowledge base articles or FAQs
Adoption trackers or PM documentation
The Project Wrap-Up formally concludes the initiative by transitioning it into daily operations, closing it early if priorities shift, or handing it off mid-way when needed. This step ensures every project—whether completed, paused, or reassigned—is finalized or continued with clarity, documentation, and leadership alignment.
Step 1: Finalize Project Status
Duration: After Ongoing Optimization concludes, or earlier if the project is paused, re-prioritized, or transitioned
Ownership: Project Owner + Leadership Team
What to confirm:
All framework phases (Pre-launch to Optimization) have been completed or intentionally closed
Deliverables (e.g., SOPs, trackers, training docs) are finalized and accessible
Feedback and lessons learned have been documented
Ongoing ownership for the process or tool is clearly assigned
Define the Project’s final status:
Successfully Adopted – The initiative is now part of daily team operations and functioning as intended
Closed – Project has ended, and all relevant materials are saved
Concluded Early – Ended before full completion due to shifting priorities, low capacity, or strategic realignment
Transitioned – Responsibility has been formally handed off to a new owner while the project continues
Actions:
Host a short wrap-up sync or share a summary with the Leadership team.
Obtain Leadership sign-off on the project’s final status
Archive the project tracker and related documentation
Optional: Reopen the project later if conditions change or new needs arise
If for Transition:
Identify a new Project Owner or transition team
Host a brief handoff meeting to review:
Current progress
Outstanding actions and next steps
Known blockers and risks
Relevant files and trackers
Update documentation and notify the Leadership Team of the new ownership
Continue with the remaining phases under the new Project Owner