Prepare the scope conversation
Fictional example: Northstar Support has agreed to send a weekly service summary. During a four-week launch, the client asks for a daily summary. Use this example to separate the existing commitment from the new need, compare options, and identify the proper decision route. It illustrates work coordination—not customer policy or approval.
Start with what was agreed
Keep the commitment, request, and evidence distinct.
Original commitment: In the Northstar Support example, the agreement includes one weekly service summary.
New need: During a four-week launch, the client asks for a daily summary. The request could involve additional effort, a different reporting rhythm, or a temporary priority; the request alone does not establish what the agreement covers.
Check the governing agreement and any relevant approved scope record before discussing options. Capture the request in the client’s words, when it is needed, how long it applies, who will use the summary, and what decision or action it supports. Ask the engagement’s designated decision owner to clarify any ambiguity in the commitment.
Compare options without promising an outcome
Northstar options are illustrative. Assess feasibility and impact for the actual engagement.
| Option | Potential benefit | Tradeoff |
|---|---|---|
| Keep the weekly summary | Retains the stated example cadence | May not provide the launch-period visibility the client is seeking |
| Discuss a time-limited daily summary | Could address the short-term need if capacity and authorization permit | Requires effort and priority assessment; other planned work may be affected |
| Clarify the need before changing cadence | May reveal a narrower update or decision point that meets the need | The client needs to explain which information is urgent and when it will be used |
Prepare and hold the discussion
Bring the evidence, clarify the need, and agree the real decision route.
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1
Gather the commitment and request
Locate the relevant agreement or approved scope record. Note the existing cadence, the exact request, its requested start and end, and known effort or delivery dependencies.
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2
Clarify what the client needs
Ask what decision or action the daily summary would support, which information is time-sensitive, and whether the need applies throughout all four launch weeks. Do not assume the requested format is the only solution.
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3
Present options and impacts
Separate what is within the known commitment from what needs assessment or authorization. Describe capacity, timing, dependencies, and tradeoffs using evidence-based estimates—not promises.
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4
Confirm who decides and what happens next
Identify the authorized decision owner from the engagement’s governing arrangements. Record the decision or unresolved question, rationale, responsible role, and next action. A discussion by itself is not approval.
Worked example: decision record
Fictional Northstar Support example, dated 14 May 2026.
Request: Daily service summaries during the four-week launch, instead of the agreed weekly summary.
Options considered: Keep the weekly cadence; assess a time-limited daily cadence; or clarify whether a narrower update would meet the need.
Rationale: The client wants more frequent visibility during launch, while preparing daily summaries could draw capacity from other planned delivery work. First clarify which information supports a specific decision, then assess effort against current engagement priorities.
Decision status: No change is approved in this example. The designated engagement decision owner must determine authorization under the applicable arrangements.
Responsible roles and next step: The account lead coordinates the follow-up discussion; the delivery lead assembles commitment and effort evidence; the designated engagement decision owner resolves the authorization question. Record the actual decision date and rationale if a decision is made.
Sample dialogue: “We can see why daily visibility would help during launch. Our current commitment is a weekly summary. Could you tell us which decision the daily update needs to support? We’ll assess the options and tradeoffs, then confirm the decision route and owner before treating any change as agreed.”