S1 - EP04 - Scope Control. Action Request and Change Request

Objective: Train Delivery Managers to handle change and action requests in a structured way, ensuring control, traceability, and value for the client.

Clear explanation for a DM (with or without experience)

Scope control means making sure the project delivers exactly what has been defined and approved—no more, no less.
Two key concepts here are:

• Action Request (AR): A specific action request that does not change the scope but requires formal follow-up (e.g., fixing a bug, clarifying a requirement).

• Change Request (CR): A request that modifies the approved scope, either by adding, removing, or changing deliverables, timelines, or costs.

👉 Simply put:

• AR keeps the scope intact and organizes tasks.

• CR changes the scope and requires formal approval.

Why this topic is key

• Avoids scope creep: Prevents uncontrolled changes from slipping in.

• Protects profitability: Every change is evaluated in terms of time, cost, and resources.

• Builds trust: Both client and team know what’s in and what’s out.

• Improves traceability: Every decision is documented and defensible.

• Facilitates audits and closures: Every change has a clear history.

Practical checklist

Before approving or rejecting an AR or CR:

• Is the request documented with a clear description?

• Has it been correctly classified as AR or CR?

• Has the impact on scope, cost, time, and quality been evaluated?

• Is there a defined owner to implement or approve it?

• Is it logged in the action/change register?

• Has it been communicated to client and stakeholders?

• Is there formal approval in case of CR?

Best practices

• ✅ Use standardized templates for AR and CR.

• ✅ Maintain a centralized log of all requests.

• ✅ Review AR/CR status periodically in follow-up meetings.

• ✅ Escalate high-impact CRs to the steering committee or sponsor.

• ✅ Always involve the client in CR decisions.

• ✅ Officially close each AR/CR with evidence of resolution.

Common mistakes to avoid

• ❌ Confusing AR with CR (e.g., treating a scope change as a minor action).

• ❌ Not logging “small” requests, thinking they don’t matter.

• ❌ Implementing a change without assessing its impact.

• ❌ Accepting verbal changes without documentation.

• ❌ Failing to communicate to the team which AR/CR are approved and which are not.

Illustrative examples

Example AR (Action Request):

The client notices a typo in a report. The DM logs an AR, assigns it to the team, and closes it without impacting scope, cost, or schedule.

Example CR (Change Request):

The client asks to add a new comparative chart to the report, not included originally. This alters the scope and requires extra development and testing. The DM logs a CR, evaluates the impact (+1 week, +$2,000), and the client approves it formally.

Possible AI uses to optimize this topic

• Automatic classification: AI that analyzes the request and suggests whether it is AR or CR.

• Template generation: AI that drafts requests in standard format from emails or meeting notes.

• Impact estimation: AI that suggests preliminary impact on cost/time.

• Smart follow-up: AI that alerts about AR/CR still open.

• Executive summaries: AI that generates AR/CR status reports for committees or clients.

Glossary of technical terms

• Scope: Definition of what is and isn’t included in the project.

• Scope creep: Uncontrolled increase of scope without formal approval.

• Action Request (AR): Specific action request that does not alter scope.

• Change Request (CR): Formal request that modifies scope, timelines, or costs.

• Change Log: Register of all change requests and their status.

• Sponsor: Person who funds and approves high-impact changes.