Define clear delivery requirements

Turn each customer request into a clear, achievable commitment. Agree on what will be delivered, the expected quality, the deadline, and how completion will be confirmed.

Clarify what is included in the work, along with any information, access, approvals, or preparation required from the customer or other parties. Before making promises, check that the people doing the work understand the requirements and have a realistic way to meet them.

Record the agreed details where the team can find them, and resolve important uncertainties before work begins. This gives everyone a shared definition of success and a clear reference when questions or changes arise.