Confirm the customer accepts the delivered scope, subject to any documented exceptions — a different question from Testing/Commissioning's "does the installed system meet its technical criteria."

Trigger

Installation Documentation & Sign-Off handoff received.

Owner

Customer Success / Account Manager

Inputs

• Documentation package.
• Evidence for each Acceptance Criterion.
• Open exceptions, if any.

Required conditions

• Technical sign-off complete.

Steps

1. Schedule the customer walkthrough.
2. Review each Acceptance Criterion's evidence with the customer.
3. Note any punch-list item the customer identifies.
4. Record customer acceptance via the appropriate mechanism — acknowledgement or signature, based on project stakes.
5. Document any outstanding item with an owner and target resolution date.

Decision points

• Does the customer accept as-is, or identify a punch-list item? → A punch-list item routes to the Project Closeout Standard's outstanding-item path; a genuine dispute escalates instead.
• Does this project's stakes require a signature, or is an acknowledgement sufficient? — small/simple: the Project Manager or technician attests the customer confirmed verbally; large/milestone-invoiced: a formal signature, since it is a genuine contractual/financial moment.

Outputs

• Signed or acknowledged customer acceptance, a satisfaction record, and punch-list items if any.

Handoff

Project Manager

Failure / exception path

Customer identifies a significant issue, not a minor punch-list item — escalates to the Account Manager or General Manager rather than proceeding to acceptance.

Related system objects

Future automation opportunity

Auto-compile the Acceptance Criteria + Evidence review packet from what is already captured, so the walkthrough uses a system-generated summary rather than manually re-assembling it.

Required data

• Walkthrough scheduled date
• Customer response
• Acceptance mechanism used
• Punch-list items, if any
• Acceptance date