Chapter 13 deals with the implementation and handover of project deliverables, and the resulting organisational change. Creating quality deliverables is not enough – they have to be used. If the deliverables are not used, nothing changes once the project is complete – that means there can be no benefits.
Change is an inevitable outcome of projects, but it should not be left to chance. Change can be managed through change management. Change management is a complex subject and this chapter introduces project managers to the subject.
The term operations is used as short hand for the parts of the business that project deliverables are implemented in, and which change as a result of this implementation.