Lesson 12: The RACI Matrix Saved My Project – Defining Roles to Prevent Chaos
Welcome back to my 21-part series on lessons learned throughout my IT project management career. Today, we’re talking about one of the most powerful yet underutilized tools in project management—the RACI matrix.
By Tom Jones, IT Project Manager
Welcome back to my 21-part series on lessons learned throughout my IT project management career. Today, we’re talking about one of the most powerful yet underutilized tools in project management—the RACI matrix.
Projects don’t fail because of bad technology. They fail because no one knows who is responsible for what.
Who owns the final decision?
Who is just a consultant vs. who is actually accountable?
Why are 12 people on this email thread but no one taking action?
If you’ve ever seen a project grind to a halt due to confusion, today’s lesson is for you.
In this post, I’ll cover: ✅ How a lack of clear roles nearly destroyed one of my projects. ✅ What a RACI matrix is and why it’s a lifesaver for project managers. ✅ How to implement RACI effectively without bureaucracy. ✅ How ezRACI automates RACI tracking so nothing falls through the cracks.
The Project That Turned Into a Blame Game
In 2015, I was leading a global SAP rollout when a major issue arose:
The HR team blamed IT for system delays.
The IT team blamed Finance for lack of funding.
The Finance team blamed the vendor for scope creep.
Meanwhile, nothing was getting done.
The real issue? No one knew who was actually responsible for key decisions.
Once we implemented a RACI matrix, everything changed.
Decisions were made faster.
Accountability was clear.
We cut unnecessary meetings in half.
That’s when I realized: If your project lacks a clear RACI model, expect delays, confusion, and finger-pointing.
What is a RACI Matrix?
A RACI matrix is a simple framework that defines who is:
(R) Responsible: The person(s) doing the work.
(A) Accountable: The one person who owns the outcome.
(C) Consulted: Subject matter experts providing input.
(I) Informed: Stakeholders who need updates but don’t contribute directly.
Example:
Task | Responsible (R) | Accountable (A) | Consulted (C) | Informed (I) |
|---|---|---|---|---|
Data Migration | IT Team | Project Manager | Finance, HR | CIO, Business Units |
Budget Approval | Finance | CFO | IT, Procurement | Project Sponsor |
Go-Live Decision | Steering Committee | CIO | Security, Operations | All Teams |
This clarifies roles so decisions don’t get stuck in limbo.
The 5 Biggest RACI Mistakes (And How to Avoid Them)
🚨 1. Too Many “Accountable” People
❌ What happens: Multiple people “own” a task, so no one actually owns it.
✅ Fix it:
Only one person can be Accountable (A) per task.
If multiple people are involved, they should be Responsible (R) or Consulted (C).
🚨 2. Ignoring RACI Until There’s a Crisis
❌ What happens: No one defines roles early, so confusion erupts mid-project.
✅ Fix it:
Build a RACI matrix at project kickoff.
Share it with all teams and review it monthly.
🚨 3. Making the RACI Too Complicated
❌ What happens: The matrix has dozens of columns, unnecessary layers, and bureaucracy.
✅ Fix it:
Keep it simple and relevant to the project.
Only include key activities and decisions.
🚨 4. Forgetting to Update RACI as the Project Evolves
❌ What happens: Roles change, but the RACI stays outdated.
✅ Fix it:
Review and update the RACI at each major project phase.
Use ezRACI to keep role assignments updated in real-time.
🚨 5. Using RACI as a Control Mechanism Instead of a Guide
❌ What happens: Some teams use RACI to micromanage rather than empower.
✅ Fix it:
Treat RACI as a clarity tool, not a rigid control system.
Use it to streamline decisions, not create red tape.
How ezRACI Makes RACI Management Effortless
Many teams struggle to maintain RACI accountability. That’s why I use ezRACI to:
✅ Automate RACI tracking so changes don’t get lost. ✅ Assign clear ownership so every task has a defined leader. ✅ Improve transparency by ensuring all stakeholders can see their role in the project.
If your team constantly asks, “Who owns this?”, ezRACI can help you eliminate the guesswork.
Final Thoughts: RACI is a Project’s Lifeline
The biggest lesson I’ve learned? If roles aren’t clear, projects stall.
✔️ Set up a RACI matrix at project kickoff. ✔️ Keep it simple and relevant. ✔️ Use tools like ezRACI to keep roles visible and updated.
Next time, in Lesson 13: Offshore Teams: A Blessing and a Challenge, I’ll share my experiences with managing global teams—and how to overcome communication and cultural barriers.
Disclaimer: This blog is written from the perspective of Tom Jones, a fictional IT Project Manager, and is intended for informational and educational purposes. While based on real-world project management principles, all anecdotes and characters in these posts are entirely fictitious. Any resemblance to actual persons or events is purely coincidental. The blog also references ezRACI, a project management tool designed to help teams succeed in project execution. However, these opinions are solely those of the fictional character and do not constitute an official endorsement.
About Tom Jones
Tom Jones: A Veteran IT Project Manager Navigating the Complexities of Enterprise Technology
Tom Jones is a seasoned IT Project Manager with over two decades of experience leading complex enterprise technology initiatives. Based in South Florida, Tom has built a reputation as a pragmatic, results-driven leader who thrives on solving intricate business and IT challenges. His expertise spans project management, IT security, large-scale system migrations, and process optimization, making him a trusted figure in the industry.
Early Life and Education
Tom was born and raised in Pennsylvania, eventually attending Penn State University, where he earned a Bachelor of Science in Management Information Systems (MIS) in 2003. His passion for technology and business integration was evident early on, as he quickly grasped the nuances of systems architecture and project execution. His ability to bridge the gap between technical teams and business stakeholders became a defining characteristic of his career.
Professional Journey
Tom's career began at Unilever HPC as a Systems Analyst, where he got his first taste of large-scale enterprise operations. However, he quickly sought new challenges and moved to Washington, D.C., to work as a Consultant for the Department of Defense. This experience exposed him to high-stakes, mission-critical projects where precision and security were paramount.
Over the years, Tom took on increasingly demanding roles, managing SAP migrations, IT security projects, and various large-scale initiatives across industries. His ability to navigate high-pressure environments and deliver results led him to leadership roles in project management, where he excelled in driving teams toward successful project completion.
Leadership Philosophy
Tom's leadership style is rooted in accountability, transparency, and strategic execution. He believes that successful project management isn't just about timelines and budgets—it’s about aligning business objectives with technology solutions while fostering a culture of collaboration and continuous improvement. His direct, no-nonsense approach has earned him the respect of peers, executives, and technical teams alike.
Entrepreneurial Ventures and ezRACI
In recent years, Tom has expanded his expertise into entrepreneurship, co-founding ezRACI, a SaaS platform designed to streamline compliance, audit trails, and project management workflows. Recognizing the inefficiencies in traditional project management tools, he sought to develop a solution that integrates collaboration features like Slack and MS Teams, industry-specific templates, and intuitive dashboards for workload optimization. His goal with ezRACI is to help teams achieve clarity, accountability, and efficiency in their IT projects.
Personal Life
Beyond his professional accomplishments, Tom is a devoted husband and father of two elementary school-aged children. He enjoys spending time with his family, coaching his kids' sports teams, and keeping up with the latest industry trends. His wife, who works at the local library, shares his appreciation for continuous learning and knowledge-sharing. Together, they have built a life centered around personal growth, resilience, and community.
Legacy and Vision
With over 21 years in the industry, Tom Jones remains a passionate advocate for effective project management and IT governance. Through his blog, he shares lessons learned, war stories from past projects, and insights on optimizing workflows in modern enterprises. Whether leading large IT transformations or mentoring the next generation of project managers, Tom's mission remains the same: to drive efficiency, innovation, and lasting impact in the world of enterprise technology.
As he continues to build ezRACI into a premier project management tool, Tom is committed to reshaping how teams collaborate, execute projects, and maintain compliance in an ever-evolving digital landscape.