Practical working guide
Map who can approve a client project before work starts
Map the people who supply information, review options and approve each project decision before requesting sign-off. Record the customer’s stated approval route and confirm it when roles change. Being copied into an email or having CRM access does not establish authority to approve scope.
Create a decision-specific map
| Decision | Details |
|---|---|
| Brief completeness | Information provider: Site contact Reviewer: Delivery lead Confirmed approver: Customer project lead |
| Design choice | Information provider: Users of the space Reviewer: Designer Confirmed approver: Named customer decision-maker |
| Scope revision | Information provider: Technical contact Reviewer: Project lead Confirmed approver: Person authorised by the customer |
Resolve contradictory instructions
Fictional example: a site contact asks for a different finish, while the customer’s project lead approved the original. Log the request without changing the accepted scope. Send both references to the confirmed approver: “We have two different instructions for [decision]. Please confirm which option should be reviewed, and who will authorise the resulting change.” Keep the response with the decision, not just in a personal inbox.
Maintain the map without granting permissions
Record the confirmation date, source, deputy and escalation route. When a person leaves, reconfirm outstanding decisions; do not assume their replacement inherits every approval. This map describes a working agreement with the customer. It is separate from software access permissions and does not itself grant legal or purchasing authority.
Ask the customer to identify a deputy before an approver goes on leave. Record which decisions the deputy can handle and when that arrangement ends.