Managing a Customer Change Request - Impact Assessment to Pricing

Create written record of customer request with details of what, who, and when

Review current purchase orders and works orders to identify affected items and contact suppliers

Calculate full cost impact including additional goods, cancellation fees, labor costs, and delivery timeline changes

Provide customer with clear breakdown of costs and timeline implications for the requested changes

Obtain written customer approval before proceeding with any changes to the original order

Modify purchase orders and works orders to reflect approved changes and communicate updates to suppliers

Send confirmation to customer detailing what has been changed and updated delivery expectations

Monitor modified orders through to completion ensuring changes are implemented correctly

Change requests often get handled verbally or through informal channels, leading to misunderstandings and disputes later.

Impact assessment is rushed or incomplete, resulting in unexpected costs and delivery delays that weren't communicated upfront.

Pricing changes inconsistently without proper consideration of all cost implications including supplier penalties and labor adjustments.

How quickly should I respond to a customer change request?

Acknowledge receipt immediately and provide a timeline for impact assessment. Speed is critical as supplier change windows close fast, especially for goods already in production or transit.

What if the customer wants to proceed without written approval?

Always insist on written approval before implementing changes. Verbal agreements lead to disputes and payment issues. Use email confirmation as minimum documentation standard.