Approval Matrix Process

Purpose

This Standard Operating Procedure (SOP) outlines the process for approval matrix in Jira for issue types: Business Requirement, Story, and Task. The goal is to ensure consistent and efficient approval workflows, streamline project execution, and maintain overall project governance.

Approval Matrix reflects management’s commitment to implementing this process and welcomes feedback to enhance monitoring, ensure business-driven development, optimize work allocation, and improve overall visibility.

Scope

This SOP applies to all Development & Implementation projects within the organization (exception to PayInvoice 3.0 Development).

Problem Statement

The Central Program Office is attempting to address the following issues:

• Inefficient tracking of change requests, development tickets, and ad-hoc tickets: This leads to confusion and delays in addressing these issues.
• Lack of visibility into the status of tickets related to development projects: This makes it difficult to monitor progress and ensure timely completion.
• Difficulty in managing change requests for implementation projects: Once the project plan is established, any new tickets that are not aligned with the project plan are taken into consideration without approval.
• Inaccurate tracking of planned versus ad-hoc requests: This hinders management's ability to assess the budget and resource allocation effectively.

For Example: 

In below image of Implementation projects ticket, lack of start and due dates leads to unclear management of resource allocation which further leads to several operational challenges like missed deadlines, inefficient resource planning, and difficulty in determining resource availability for future projects.

Another observation is regarding incorrect time logging, where users often summarize all call time into a single standup call. This practice hampers our ability to effectively assign other tasks or projects to these users.

There are also instances wherein Implementation/Development time is booked in Product Support Projects.

(*** This is general observations on which the organization is working and not directed to specific user)

These challenges result in:

• Increased project timelines due to delays in addressing tickets.
• Budget overruns caused by unplanned work or changes.
• Reduced project quality due to insufficient attention to change requests.
• Communication gaps between management and project teams.

Process:

1. Issue Creation:

• When a new Business Requirement, Story, or Task is created, its initial status will be set to "Sent for Approval." During Approval status no user will be able to edit any fields or book time or create sub-tasks. Once Approved all these activities can be performed. 
• Approval team members will coordinate with management and business stakeholders to ensure that development/Implementation efforts align with business priorities and that all parties are informed about the team’s progress.
• Tasks submitted for approval without a clear description and purpose may be rejected, as they do not demonstrate alignment with business objectives.
• The approver for the issue will be assigned based on the following matrix:

2. Approval Notifications:

• Approvers will receive daily email subscriptions for all issues raised as Business Requirement, Story, or Task in bulk at 10:30 AM and 06:00 PM Monday to Friday.
• Once an issue is approved, the user can begin work. 

3. Sprint Plan Exceptions:

• For issues part of Sprint Plan, single-basis approval can be skipped.
• Ad-hoc issues created during a sprint will still require approval before work initiation.
• There is exception to bugs/sub-tasks.

4. Implementation Project Exceptions:

• Issues that are part of a project plan will not require single-basis approval.
• Once the project plan is received and work begins as per the targeted start date, any additional issues will require approval before work initiation.
• There is exception to bugs/sub-tasks.

Based on the above matrix, if you are facing any issues or have any concerns you can reach out to CPO Team via our request portal.

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