You are in the implementation phase of a project
and your customer indicates they need a specific change to the project that changes the
scope of the deliverables. How would you handle this request and why?
I'd say, "no problem, we can amend the work order." Then I would give the customer a new delivery date and a new cost estimate.
Changes in work orders, are, for many many firms, the high-profit work of the firm. First and foremost, the changes in work-order are (usually) not subject to competitive bidding.
When the customer indicates a specific change to the project that alters the scope of the deliverables during the implementation phase, it is important to handle this request carefully. Here's how you can approach it:
1. Evaluate the change: First, thoroughly evaluate the requested change to understand its impact on the project. Consider factors such as feasibility, costs, time, resources, and the overall project objectives. Assess whether the change aligns with the project's goals and whether it can be accommodated without jeopardizing the project's success.
2. Analyze the impact: Determine the impact of the requested change on various aspects of the project, such as the budget, timeline, resource allocation, and other deliverables. Consider the potential risks, dependencies, and trade-offs associated with implementing the change. This analysis will help you make an informed decision.
3. Communicate with the customer: Engage in open and honest communication with the customer. Schedule a meeting or call to discuss the requested change, along with your analysis of its impact. Present the pros and cons, alternative solutions, and potential implications. Collaborate with the customer to find the best way forward.
4. Revise project documentation: If the requested change is accepted, update the project documentation to reflect the revised scope of work. Modify any affected project plans, requirements, timelines, and budgets, ensuring that all stakeholders are informed and aligned with the changes.
5. Define change control process: Implement a change control process to manage future scope changes effectively. This process should include clear guidelines for evaluating and addressing change requests, as well as obtaining approval from project sponsors and stakeholders. It helps maintain control over project scope and prevents scope creep.
Handling change requests in this manner ensures that project objectives are met while considering the customer's needs and maintaining project control. It promotes transparency, collaboration, and effective decision-making throughout the implementation phase.