04_handling_client_feedback_and_change_requests

Handling Client Feedback and Change Requests

Feedback and change requests are a natural and healthy part of the development process. This SOP outlines how we manage them in a structured way to avoid scope creep and ensure alignment.

Differentiating Feedback from Change Requests

• Feedback: A response to work that has been presented (e.g., during a sprint demo). It’s a suggestion or a request for a minor adjustment within the currently agreed-upon scope.
  • Example: “Can we change the color of that button to be our primary brand color?”
• Change Request: A request for something new that is not covered in the original scope of work (SOW).
  • Example: “We’d like to add a new user role with a different set of permissions.”

The Process for Handling Feedback

1. Acknowledge and Document:

   • Whether feedback is given in a demo, on Slack, or via email, the first step is to acknowledge it and thank the client.
   • The Project Manager is responsible for documenting the feedback as a new task or comment in the project management tool. This ensures it doesn’t get lost.

2. Evaluate:

   • The Project Manager and a technical lead review the feedback.
   • Is it a small tweak? If it’s a quick and easy change (e.g., a text change, a minor CSS adjustment), we can often incorporate it into the current or next sprint.
   • Is it more substantial? If the feedback requires more significant effort, it should be prioritized along with other tasks in the backlog.

3. Communicate the Plan:

   • The Project Manager informs the client how the feedback will be handled (e.g., “Great suggestion! We’ve added a task to address that in the next sprint.”).

The Process for Handling Change Requests

Managing change requests is critical for keeping the project on schedule and on budget.

1. Identify and Document:

   • When a request comes in that seems to be outside the original scope, the Project Manager must identify it as a potential Change Request.
   • The request is documented in detail.

2. Initial Assessment (Internal):

   • The Project Manager and technical lead assess the request:
     • Impact: What is the estimated effort (time and cost) to implement this change?
     • Dependencies: How will this change affect other parts of the project and the overall timeline?

3. Create a Change Order Document:

   • For any non-trivial change, the Project Manager creates a formal Change Order document. This document includes:
     • A detailed description of the requested change.
     • The estimated cost of the change.
     • The impact on the project timeline.
   • This provides the client with a clear, upfront understanding of the implications of their request.

4. Client Approval:

   • The Change Order is sent to the client for their review and approval.
   • No work should begin on the change request until the client has formally approved the Change Order in writing (e.g., via email or a signed document).

5. Integrate into the Project Plan:

   • Once approved, the new work is added to the project backlog and prioritized accordingly.
   • The overall project plan, timeline, and budget are updated to reflect the change.

By using this formal process, we can accommodate our clients’ evolving needs while maintaining control over the project’s scope, budget, and timeline.