Training & Change Management

This page describes how policy changes, workflow updates, and new capabilities must be introduced without breaking operations. It is business-level guidance only and applies to all services.

Purpose

Ensure operational teams can adopt changes without disrupting sales, inventory, or procurement.
Preserve auditability and traceability for all policy and workflow updates.
Reduce risk through staged rollouts, clear rollback paths, and explicit support runbooks.

Scope

Applies to all org-scoped services and cross-service workflows.
Covers policy changes, workflow changes, and behavior changes that impact operators or partners.
Does not specify technical implementation; it defines required outcomes and artifacts.

Change tiers (business criticality)

Routine change: low-risk configuration updates; require training notes and a rollback plan.
Significant change: new workflow steps or approvals; require staged rollout, user-facing guidance, and support runbooks.
Critical change: affects pricing, inventory availability, tax, or financial outcomes; requires staged rollout with checkpoints, explicit approval, and a documented rollback path.

Required artifacts (all tiers)

Training notes: what changed, who is affected, and how to operate the new flow.
Operational checklist: pre-change checks, during-change checks, and post-change verification.
Rollback guidance: how to safely return to the prior policy or workflow.
Support runbook: common failure modes, how to diagnose, and how to resolve.
Audit record: policy version, effective window, reason, and approver (when required).

Rollout expectations

Use staged rollout for significant and critical changes with explicit checkpoints.
Validate success criteria before expanding rollout scope.
Keep clear criteria for halting or reverting when outcomes deviate from targets.

Training expectations

Training is required for any change that affects frontline workflows (receiving, picking, checkout, returns, procurement).
Training materials must include examples of normal flows and exception handling.
If a change introduces approvals or new roles, training must explain who approves and why.

Support and operations

Support runbooks must cover the most common disputes and exceptions for each module.
Changes that affect financial outcomes must include reconciliation guidance.
Inbox notifications should be used to surface change-related exceptions and confirmations.

Auditability and governance

All policy changes must be versioned and effective-dated.
Approvals must capture approver, timestamp, and reason.
Historical transactions preserve the policy version in effect at time of action.