Definitely we should document all the change request. But many a times we are getting verbal request.
Could we accept and ask them to submit in written in future or we should tell them that we can't accept verbal request, please provide us change request in written. Saving Changes...
One of the things I always do not accept in a project is not to have a change request process including it non verbal change request. With an email is enough but two things are critical: people who started the change must have visibility of the impacts (in scope, time, cost, or any other things) and must be the owner of the change. Sorry to write this, but you must avoid verbal change request. This type of behavior generate all the undesirable things you hear about projects (scope creep, time delays, out of budged, etc). All people engaged to the poroject must know about the things that will happend when they decide to put a change (the change management process). This line of thinking is the same when you use methods based on Agile where some people think that there is not a change process in place but when you use any of those you will understand that it is.
There are lot of instances in my experience where stakeholders / key stakeholders have requested verbally but before I actually implement that change I put that in writing to formalize it through change management process. This can be helpful for future reference because changes costs and can cause schedule slippage. Saving Changes...
GORAKHANATH WANKHEDEProject Manager| Bharat Electronics LimitedBengaluru, Karnataka, India
If a person(who is definitive stakeholder) is proposing verbal change, as a PM you may or may not have time to understand his/her point at that moment. You can quickly scribble key suggestions in your notepad. Give a thought about that request, as you get time later in a day (your giving time to such request again depends on interest/impact level of stakeholder which you have defined in Stakeholder register). If you feel that change is worth discussing, you call up SH asking him/her to submit details in writing. Saving Changes...
At the minimum send an email describing change and demanding confirmation of the request. Saving Changes...
Kiona AssingAirports Authority of Trinidad and TobagoArima, Trinidad and Tobago
You can take the verbal request but you should not begin to execute the change until you have written confirmation of the request. Follow up written requests with an email confirming your understanding of the request and their understanding of the implications this request would have on the project. Or, on site have change request forms that you can fill out and have the requester sign as confirmation. Saving Changes...
This may depend on the rules set in the change management plan which may also be highly influenced by enterprise environmental factors like the change management process used in the organization. This may also be dependent on the methodology/approach agreed to be used as Kiron pointed out in his exception example (Agile).
The truth is, change requests can come and be received in multiple different ways. Some organizations use tools such as JIRA, Service Now, Sharepoint, etc. to manage CR's. Some use basic templates (created using MS Word or Excel). If received verbally, you could ask the requester to log the CR using the agreed available tool or at least shoot you an email to formalize and document the request so it could be reviewed, scrutinized, verified and perhaps approved accordingly. Documented CR's are useful for tracking, monitoring and control. They can also be used as reference for future projects.
Thanks for your valuable discussion. Saving Changes...
Mansoor MustafaSenior PM| Government DepartmentRawalpindi Punjab, Pakistan
Agree with Rene, verbally change request may be taken followed by written CRs, It depends upon the trust level of parties. As per PMBOK it should be written Saving Changes...
Sumit TalukdarPM I| Divyasree ROW Projects Pvt Ltd.Bengaluru, Karnataka, India
I think verbal instruction is okay as long as you can submit the change request and documented the approved one in project management system. Saving Changes...
Thomas WalentaGlobal Project Economy ExpertHackenheim, Germany
There must be a documented change request to start working on analyzing the impact of the request, present it to the change control Board and get a decision, a change order if approved. If the requestor is not able or willing to document it, write the request down yourself and ask to confirm their intention.
Think about why they would not document the request themselves, there are several options I saw in reality - they feel entitled not to follow the process (could be lack of respect for your role) - there is no agreed (!) process or they are not knowledgeable of it - they do not think it is a change but a missed feature - they see it as bureaucracy
Use your empathy to find out about their thinking and engage to manage expectations, to influence them. This is a conflict, take it heads on, do not shy away. Saving Changes...
