Expert Answer
Anonymous
In my previous role leading a digital transformation program for an insurance client, we initially defined a clear scope focused on automating core customer service processes. Midway through the program, several business units began requesting additional features-such as integrating new third-party tools and expanding automation to non-core processes. While these requests had merit, they threatened to stretch our timeline and budget.
To manage this scope creep, I took the following steps:
- Documented Requests: I logged every new feature request in our change control system, capturing the business rationale and potential impact.
- Impact Assessment: My team and I assessed each request for its effect on resources, timeline, and overall program objectives.
- Stakeholder Review: I organized a dedicated session with key stakeholders-including business leads, IT, and finance-to review the proposed changes and present our analysis.
- Prioritization and Decision: Together, we prioritized the most critical enhancements that aligned with strategic goals and agreed to defer or phase out lower-priority requests for future releases.
- Transparent Communication: I communicated the decisions and rationale to all stakeholders, ensuring alignment and managing expectations.
- Updated Documentation: The scope document and project plan were updated to reflect the approved changes, and the change log was maintained for ongoing transparency.
Result:
By applying a structured change control process, we delivered the core program on schedule and within budget, while also creating a roadmap for future enhancements. Stakeholders appreciated the transparency and felt engaged in the decision-making process, which minimized resistance and maintained trust.
