Enhancement Request Review & Implementation (SOP)

Stage 1 — Initial Intake Owner: Staff Support or Sales

Trigger: Customer request received via phone, email, or portal.

1. Validate that the request cannot be fulfilled via existing configuration.
2. Create a ticket using Enhancement Submit Form and assign to Product Manager (Destyn).
3. Send acknowledgment to the customer (see templates below).

Stage 2 — Product Manager Review Owner: Product Manager – Destyn

Trigger: Ticket assigned from Initial Intake.

1. Validate completeness of request (scope, problem, desired outcome, business value).
2. Confirm it is truly an enhancement request.
3. Coordinate with relevant teams/requester if more information is required.
4. Approve for Product Board review once complete.

Stage 3 — Product Board Review Owner: Product Board Teams

Trigger: Product Manager approval.

1. Review enhancement request details.
2. Update Product Board Status: Approved – No Quote, Approved for Quote, Deferred, or Declined.
3. Add rationale in internal notes.

Stage 4 — Product Board Leadership Approval Owner: Nick (Leadership)

Trigger: Product Board approval.

1. Review decision for alignment with strategic goals and available resources.
2. Assign status as Scheduled, Unscheduled, Quote, Declined, or Returned.
3. If returned, provide feedback for revision.
4. Once approved, proceed to the next applicable stage.
5. Notify customer according to decision path.

Stage 5 — Quote Path (Billable Work) Owners: PM + Nick + Sales (+ SalesContracts + Accounting)

Trigger: Leadership status set to Quote, or ticket identified as billable and the customer requests a quote.

Note: Quoted (billable) work follows a dedicated workflow due to additional requirements (scope confirmation, estimate, quote, SOW, payment gate, change control, and billing-ready).

Jump to: Quote (Billable) Workflow

Stage 6 — Scheduling & Prioritization Owners: Product Manager + Prioritization Committee

Trigger: Signed SOW received (billable) or approved Development (non-billable).

1. Prioritize all approved work (quote-approved items are Priority 1).
2. Items assigned to an iteration but deferred due to resource or strategic constraints will be reclassified as Development Priority 2 and evaluated for inclusion in the next cycle.
3. Development Priority on non-billable items is determined every iteration cycle by the Product Board. (Note: Priorities are subject to change)
4. Product Manager will share schedule with customer.
5. Note: Only quoted items are promised to customers; non-quoted items may be moved depending on available resources.

Stage 7 — Execution & Delivery Owner: Assigned Support/Implementation

Trigger: Development iteration start.

1. Build and test enhancement; coordinate with stakeholders as needed.
2. Notify customer of live date and confirm deployment.
3. Close ticket as Ready for Billing (billable) or Closed (non-billable); log outcome and test notes.

Stage 8 — Ongoing Communication (Applies to All Stages) Owner: Product Manager – Destyn

• When customer or vendor input is required, the Product Manager leads external communication and documents all updates in the ticket.
• Maintain a single source of truth in the ticket to avoid email silos.

Step 0 — Qualify & Label Owner: Staff Support / PM

• When a ticket is identified as billable and the customer wants a quote, apply the standard billable label (recommended: a dedicated field or tag as the source of truth; subject prefix optional).

Step 1 — Requirements & Scope Confirmation Owner: Destyn

• Schedule a short meeting with the customer to confirm scope and define acceptance criteria (“what done means”).
• Document scope baseline, assumptions, and acceptance criteria in the ticket.

Step 2 — Estimate Owner: Nick

• Provide hours estimate (programming hours or full team LOE as needed) and attach to the ticket.

Step 3 — Quote to Customer Owner: Sales

• Sales sends quote including scope baseline + $$ + key assumptions.
• If customer declines: cancel Cobblestone request and close ticket as cancelled.

Step 4 — SOW Creation & Signature Owner: SalesContracts

• Create SOW from estimate + scope baseline, obtain signature, attach/link signed SOW in ticket, return to PM for scheduling.

Step 5 — Payment Confirmation (If Required) Owner: Accounting

• Confirm payment received (if required by policy) before development begins and note in the ticket.

Step 6 — Definition of Ready (Gate Before Dev) Owner: Destyn

• Signed SOW attached (and payment confirmed if required).
• Requirements and acceptance criteria final; assumptions documented.
• If not true: ticket remains blocked until resolved.

Step 7 — Development Owner: Dev Team

• Build strictly to the approved scope in the signed SOW.

Step 8 — QA Verification Owner: PM / QA

• QA validates and documents outcomes; PM coordinates any customer input required for verification.

Step 9 — Customer Validation (Release Readiness) Owner: Destyn

• Review the completed feature with the customer and capture confirmation in the ticket.
• Note: This is not a contracts approval requirement; it is a delivery readiness control.

Step 10 — Change Control (Hard Rule) Owners: Destyn + Nick (+ SalesContracts if needed)

• If changes affect deliverables, cost, timeline, or documentation/implementation effort: update description of work + updated estimate + SOW addendum/revision + customer approval.
• If within scope and none of those change: document in the ticket; no SalesContracts loop required.

Step 11 — Release Owner: Dev / Release Manager

• Release after QA is complete and customer validation is recorded (recommended).

Step 12 — Ready for Billing + Implementation Ticket Strategy Owners: Destyn + Sales

• Mark ticket Ready for Billing once scope is delivered per SOW.
• If rollout may lag, create a separate Implementation ticket as the parent and link the billable dev ticket as a child.