Roles & RACI | Gfacility

Discovery · 3.4

Why this first

Almost every post-mortem of a failed implementation traces back to unclear responsibilities. “I thought HR did that.” “We never agreed on that.” A RACI matrix forces explicit answers: per step, one ultimately responsible person. No ambiguity.

What do you deliver?

RACI matrix per core process

Rows = process steps. Columns = roles or teams. Every cell = R, A, C or I.

List of accountables

One name with “A” per process. Any doubt = early escalation to the steering group.

The 4 RACI roles

Responsible

Does the work. Can be more than one.

Accountable

Final responsibility. Exactly one per step.

Consulted

Consulted up-front, two-way communication.

Informed

Informed after the fact, one-way.

Steps

1Take a process map from 3.2 — use the steps as rows of your matrix.
2List the roles involved — as columns. Not people, but functions (Helpdesk agent, Facility coordinator, Manager).
3Fill in R/A/C/I per cell — workshop with the steering group. Force one 'A' per row.
4Spot red flags — no 'A', multiple 'A's, too many 'C's, no 'R'. Resolve before moving on.
5Validate with the role holders themselves — let each column owner review their own column.
6Document the outcomes — in the decision log (3.8) so you can refer back later.

Template — RACI matrix

Process step	Reporter	Reception	Field team	Head of Facility	Manager
E.g. Create report	R/A	I	—	—	—
Triage & assign	—	R	I	A	—
Execute	—	—	R/A	C	I
Close & report	I	I	R	A	I

Best practices

→ One 'A' per step

Two = friction. None = no one intervenes. The 'A' can also be 'R' (the doer is also accountable).

→ Roles, not people

People change, roles stay. “Head of Facility” is robust, “Sara” isn't.

→ Too many 'C' = delay

If 5 people have to be consulted, nothing moves. Force a reduction.

→ Use in workflows

The RACI outcomes will later become the working groups, notification targets and privileges in Gfacility.

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