The last chapter covered the various aspects a consultant needs to look at once a project goes live. This phase of the project is as important as any other phase. The chapter looked at some of the aspects involved in this phase, such as importance of conducting user-trainings, creating help materials such as user manuals, and creating videos which can be referred to as and when required.

The chapter covered other areas which should also be looked at, such as on-going maintenance, auditing, and documentation.

In our journey so far, we have always tried to highlight the importance of following best practices and point out areas where a consultant has to pay special attention. This chapter will highlight some common aspects where consultants go wrong.

The topics which we will cover in this chapter are as follows:

• Art of listening
• Importance of documentation
• Pitfalls of over-committing
• Preparing for the unexpected
• Avoiding last moment surprises
• Importance of hand holding