How do we handle verbally submitted change requests?

Sergio -

It comes down to understanding the materiality of a change. Ideally, there has been some discussion and determination of the thresholds for what constitutes a change requiring formal handling. For example, in my last organization, teams using our agile methodology were required to follow proper change control procedures for high-level requirement (e.g. theme/feature) changes, but detailed requirement (e.g. elaborated stories) changes only need to be documented in the requirements tool and sprint planning tool so long as they did not result in the addition of sprints beyond the current approved number.

Without this materiality threshold, PMs further the perception that we are just "bureaucrats".

Kiron

Words are not binding...
better to have a CR in writing.

From my perspective even in projects with a deep trust on both sides, customer and supplier, I think orally agreed CRs should be written down.
This is also kind of seriousness in business. You never now when things change, in terms of relation, partners in the project etc. pp.

Many PMs probably have similar personal experience that successfully worked around verbal requests for changes within the limits of project documents. But it may be unintended to suggest Agile methods and processes allow PMs to circumvent the Project Charter and Project Management Plan.

Additionally, PMBOK is a foundation that with SME input and professional judgment allows PMs to vary from processes, including scope management. But those events ultimately generate a project record, which is a primary project deliverable.

I partly agree with Sergio that all change requests should be written and documented to understand its impacts (in scope, time, cost, or any other things). However I do agree that if the request is coming from a very senior executive or the change is requested verbally due to its urgency then we should have someone else put a written request for this and should get all required approvals documents before proceeding with the change.

Regards,
Viral

Sergio -

It comes down to understanding the materiality of a change. Ideally, there has been some discussion and determination of the thresholds for what constitutes a change requiring formal handling. For example, in my last organization, teams using our agile methodology were required to follow proper change control procedures for high-level requirement (e.g. theme/feature) changes, but detailed requirement (e.g. elaborated stories) changes only need to be documented in the requirements tool and sprint planning tool so long as they did not result in the addition of sprints beyond the current approved number.

Without this materiality threshold, PMs further the perception that we are just "bureaucrats".

Kiron

Yes we should document all the change requests. But we can take change requests over the phone or in face to face from authorized project resources just to discuss about the relevance of the request. This could avoid an overload of the Change Management Process activities.Then when we come up to an agreement we must claim for a formal documentation of the change.