How to reduce rework after a customer request changes
A practical guide to managing changed customer requests so teams can understand the impact before work is repeated or commitments are missed.
Keep the original request easy to find
Rework grows when the team cannot tell what changed from the last agreed version. Keep the original request, relevant confirmation and current version connected to the same piece of work.
This does not require a complex system. It requires a reliable place where people can see the latest agreed information.
- Name the person responsible
Check the impact before restarting work
A small customer change may affect timing, cost, materials, approvals or another team. Pause long enough to identify who needs to know before the updated work begins.
- What has changed from the previous request.
- Which task, commitment or owner is affected.
- Whether the customer needs a revised confirmation.
Close the communication loop
Once the change is accepted, make the new plan visible to the people doing the work and to the customer where appropriate. A visible update reduces the risk of two versions continuing at once.