Change Request Workflow for Professional Services

# Change Request Workflow - Professional Services

## Purpose
Deploy whenever a client requests changes mid-project to protect margins, manage expectations, and maintain documentation.

## When to Use
A formal change request workflow for scope changes during active projects, including impact assessment, costing, client approval, and timeline adjustment.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your professional services business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (Asana or HubSpot)

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## Change Request Workflow

### Trigger
Client requests a change to scope, deliverables, or timeline during an active project.

### Steps

**Step 1: Log the Change Request** (Owner: Project Lead) - Within 4 hours of receiving request
Record the change request in Asana as a new task under the project's "Change Requests" section. Include the client's description of the desired change, the date requested, and who requested it. Do not commit to the change at this stage.
- Tool: Asana
- Output: Change request logged with full details

**Step 2: Acknowledge Receipt** (Owner: Project Lead) - Within 4 hours
Send a brief acknowledgement to the client confirming the change request has been received and will be assessed. Provide an estimated timeframe for the impact assessment (typically 2-3 business days).
- Tool: HubSpot (email)
- Output: Client notified, expectations set

**Step 3: Assess Scope Impact** (Owner: Project Lead + Technical Lead) - Within 2 business days
Analyse how the requested change affects the current scope. Document what work is added, what is modified, and whether any existing deliverables are impacted.
- Tool: Asana + Notion
- Output: Scope impact assessment completed

**Step 4: Estimate Cost and Timeline Impact** (Owner: Project Lead) - Within 2 business days
Calculate the additional hours, resources, and materials required. Determine how the change affects the project timeline. Factor in any downstream impacts on other milestones or deliverables.
- Tool: Asana + Xero (for costing)
- Output: Cost estimate and revised timeline documented

> Decision Point: If the change can be absorbed within the existing budget and timeline (minor change), note this and proceed to Step 6 for client notification. If the change requires additional budget or time, proceed to Step 5.

**Step 5: Prepare Change Order** (Owner: Project Lead) - Within 1 business day
Draft a formal change order document that includes: description of the change, scope impact, additional cost, revised timeline, and approval signature block. Reference the original contract terms for change management.
- Tool: HubSpot + document template
- Output: Change order document ready for client review

**Step 6: Present to Client** (Owner: Account Manager) - Within 1 business day of completing assessment
Present the impact assessment and change order to the client. Walk through the cost and timeline implications. Allow the client time to review and decide (suggest 3-5 business days).
- Tool: HubSpot (email/meeting)
- Output: Change order presented to client

> Decision Point: If the client approves, proceed to Step 7. If the client declines, close the change request in Asana and confirm in writing that the original scope remains in effect. If the client wants to modify the change, return to Step 3.

**Step 7: Process Approval** (Owner: Account Manager) - Within 1 business day of approval
Obtain written approval (signed change order or email confirmation). Log the approval in Asana and update the HubSpot deal value if the project cost has changed.
- Tool: HubSpot + Asana
- Output: Approval documented, deal value updated

**Step 8: Update Project Plan** (Owner: Project Lead) - Within 1 business day of approval
Update the Asana project to reflect the new or modified tasks, adjusted timeline, and any resource changes. Communicate the updates to the project team via Slack.
- Tool: Asana + Slack
- Output: Project plan updated, team informed

**Step 9: Issue Invoice Adjustment** (Owner: Finance) - Within 2 business days
If the change order includes additional cost, create the additional invoice in Xero referencing the change order number. Align the invoice timing with the agreed payment terms.
- Tool: Xero
- Output: Additional invoice issued or scheduled

**Step 10: Resume Delivery** (Owner: Project Team) - Immediately
Continue project delivery under the updated scope. Reference the change order for any scope-related decisions going forward.
- Tool: Asana
- Output: Project proceeds under updated scope

### Completion Criteria
- [ ] Change request formally logged and documented
- [ ] Impact assessment completed (scope, cost, timeline)
- [ ] Client approval received in writing
- [ ] Project plan updated to reflect changes
- [ ] Deal value updated in CRM
- [ ] Additional invoicing processed

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**Complexity:** intermediate | **Setup time:** 15 minutes | **Tools:** Asana, HubSpot, Xero

Note: This template has been tailored for professional services businesses in Australia. Adjust terminology and compliance references to match your specific context.