Introduction
Any member of the implementation project team — including consultants, project managers, and developers — can receive a change request from a client. This guide explains the process that all change requests must go through to be effectively evaluated, documented, and communicated.
Definitions
Change request (CR): Any request from a client to modify the original project scope, including enhancements, adjustments, or new features.
Impact assessment: An evaluation of how a CR will affect the project timeline, resources, and budget.
Roles and responsibilities
Affinity Consultant: Assists in gathering client requirements, assesses options and effort for resolution, and facilitates client communication.
Affinity Project Manager: Oversees the CR process, coordinates assessments, maintains the CR log, and liaises with the client.
Development/Product Teams: Provides technical input to impact assessments and implements approved changes.
Head of Professional Services: Provides guidance, and approves cost estimates.
Process
1. CR submitted
The client requests a change to the project.
The Affinity Consultant ensures that the CR includes:
A description of the change and the expected outcomes.
The reason for the change.
Any supporting documentation.
2. CR received
Within 24 hours of receipt, respond to the client with the following:
Confirm that we've received their CR and will evaluate it against the signed scope of work and in the context of available configuration.
Provide a timeline for when to expect the results of our evaluation, which will include our assessment of time and cost impact to the project.
3. Initial review
The Affinity Project Manager and the Affinity Consultant conduct an initial review to determine if the CR is within the scope of the project.
4. Impact assessment
If the change is out of scope
Let the client know, and also provide options for moving forward, such as a formal change order.
Decide which solutions might address the CR, including configuration, further development, manual workarounds, or clients updating their data sources or third-party software. Read this guide to learn how to handle requirements that go beyond our software's current capability.
Assess the time impact, resource allocation, and budget considerations.
If the change is within scope
Gather input from relevant team members, such as developers and UI/UX designers to assess the time impact, resource allocation, and budget considerations.
5. CR form completion
The Affinity Project Manager prepares a Project Change Request Form (found here) and sends it to the client to review.
A copy is also sent to the Head of Professional Services to determine if the cost will be absorbed or charged to the client, and to confirm the cost of the change.
6. Client consultation
If necessary, schedule a meeting with the client to:
Discuss the impact assessment findings.
Confirm the implications of the change.
Confirm any timeline or budget adjustments.
7. Approval
Before going any further, obtain written sign off on the CR from the client.
If additional time/costs are involved, ensure that the client is very clear about this and you have their agreement before moving forward.
Once approved, the Head of Professional Services sends the approved CR to Affinity's Finance Manager for billing.
8. Implementation planning
Update the project plan to include the approved change.
Assign tasks to the appropriate team members and set deadlines.
9. Execution
Implement the changes according to the updated project plan, maintaining clear communication with the client in regards to progress and issues encountered.