Blog Posts Enterprise Architecture (EA)

Rethinking RACI

Blog: Tom Graves / Tetradian

Probably everyone knows the RACI responsibility-matrix – Responsible, Accountable, Consulted, Informed. But what does it mean, in practice?

For some years now I’ve been using a simple organisation-relative way to describe the organisation’s relationships with the broader shared-enterprise:

When we crossmap the RACI model onto that frame, what we get is something like this:

Or, in a bit more detail, going from bottom to top of the frame:

Those mappings represent the main focus in each case: in practice it can be a lot more nuanced than that, depending on what’s happening at each moment in an interaction. For example, in a transaction, there’s often a lot of back-and-forth as it traverses through the various stages, with questions, information and other products being passed first in one direction and then another: we can then map the RACI responsibilities as they change throughout that sequence.

Let’s illustrate this with the interactions that we’d need to support the classic AIDA sequence in marketing and sales:

That’s as far as AIDA goes, the we also need to close off each of those interactions in the reverse order:

If we map all of the above to, and as, the Service-Cycle:

…then we end up with a RACI cross-map that looks like this:

Each of those interactions have elements that go both ways, and sometimes many others ways as well – such a both parties using a payments-provider as an intermediary in the payments-stage of the sales-process. In terms of overall emphasis or focus, though, we can summarise the RACI roles as follows:

I’ll leave it at that for now: I hope it’s useful, anyway.


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