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M3 Playbook > Phase 1: Readiness > 1.3 Establish Customer Governance Structure and Processes

1.3 Establish Customer Governance Structure and Processes

Program Management

Task Activities

  1. Customer

    Identify or create customer governance bodies that will participate in the program and integrate with broader governance structures

  2. Customer

    Assign a designated point of contact to serve as the QSMO Liaison

  3. Customer

    Define governance authority, roles, and responsibilities for oversight, management decision-making, and risk/issue escalation procedures

  4. Customer

    Establish regular meeting cadence and reporting timelines for Phases 1 and 2

  5. Customer

    Develop Governance Plan

  6. Customer

    Begin executing against Governance Plan

  7. Customer

    Escalate decisions, risks, and issues to governance bodies for decision making and issue resolution

  8. Customer

    Hold regular governance meetings to review progress and address escalated decisions, risks, and issues

  9. Customer

    Update the Project Business Case

  10. Customer

    Populate the Investment Readiness Checklist

1.3 Best Practices

  • Develop internal governance model at the beginning of the migration to make decisions in alignment with the objectives and goals of the program
  • Obtain buy-in from internal organizations early on to establish collaboration throughout the migration; obtain buy-in from executives, managers, and line personnel as stakeholders and Subject Matter Experts (SMEs)
  • Encourage decisions to be made at the lowest possible level, while allowing elevation of important or contentious issues through the governance model
  • Incorporate a variety of stakeholders, including the governance and transition team, in the development of the agency vision
  • Ensure that leadership within the governance structure is able to make all necessary decisions with regard to financing and direction
  • Assign a QSMO Liaison as a designated point of contact to increase efficiency



  • Executive Sponsor
  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team
  • Functional Lead
  • Technical Lead/Solution Architect
  • Change Management Lead


  • Project Business Case
  • Program Management Plan
  • Existing Governance Bodies within Customer Organization


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