1. 1 TenStep Project Management Process ™ PM00.4 PM00.4 Project Management Preparation for Success * Manage Issues *

2. 2 TenStep Project Management Process ™ PM00.4 Manage Issues Issue = Big Problem !!! A formally defined problem that will impede progress of a project and about which no agreement has been reached The resolution is outside the control of the project team

3. 3 TenStep Project Management Process ™ PM00.4 Make sure it’s really an issue Is it relevant to your project? Will it have a significant impact on the project? Will it require a decision by others outside of the project team? Manage Issues

4. 4 TenStep Project Management Process ™ PM00.4 Manage Issues Try to find the cause Determine if the cause can be remedied or if only the symptoms can be addressed Look at three techniques –Fishbone diagram –Root cause analysis –Pareto analysis Problem - Automobile knocking sound. Addressing symptom may include earplugs for driver. Addressing cause may be to increase octane.

5. 5 TenStep Project Management Process ™ PM00.4 Manage Issues – Fishbone Diagram Fishbone Diagram / Ishikawa Diagrams

6. 6 TenStep Project Management Process ™ PM00.4 Manage Issues – Root Cause Analysis Ask a series of ‘why’ questions Example: A plant manager walks past the assembly line, and notices a puddle of water on the floor. Knowing that the water is a safety hazard, he asks the supervisor to have someone get a mop and clean up the puddle. The plant manager is proud of himself for fixing a potential safety problem. The supervisor looks for a root cause by asking 'why?'. He discovers that the water puddle is caused by a leak in an overhead pipe. He asks 'why' again, and discovers that the pipe is leaking because the water pressure is set too high. He asks 'why?' again and discovers that the water pressure valve is faulty. He asks 'why?' again, and does not get a further answer. So, the valve is replaced, which solves the symptom of water on the factory floor.

7. 7 TenStep Project Management Process ™ PM00.4 Exercise – Root Cause Analysis Read role play exercise Document the root causes

8. 8 TenStep Project Management Process ™ PM00.4 Manage Issues – Pareto Analysis Multiple problems encountered Prioritize which problems should be resolved first Problem 111553% Problem 35077% Problem 22588% Problem 61595% Problem 4598% Problem 55100%

9. 9 TenStep Project Management Process ™ PM00.4 Manage Issues Sometimes there is no good resolution –Make decisions among bad alternatives –Determine if one solution is better long term –Determine if one solution causes less pain than the others

10. 10 TenStep Project Management Process ™ PM00.4 Manage Issues Issues management Create process for managing issues ahead of time Define responsibility of the project manager and the sponsor –Project manager responsible for the process –Project manager and sponsor are responsible for agreement on resolution of an issue Create visible decision-making process

11. 11 TenStep Project Management Process ™ PM00.4 Manage Issues Issues management Resolve issues as soon as possible Be vigilant about following up on issues Encourage those who identify issues to identify resolutions –People closest to the problem often have best solutions –Minimizes “backward delegation” –Team members can help determine the solution

12. 12 TenStep Project Management Process ™ PM00.4 Manage Issues Issues management Establish issue management discipline early in the project Prioritization –Are there medium or low severity issues? –Can one issue be more critical than another?

13. 13 TenStep Project Management Process ™ PM00.4 Manage Issues Issues management Once a decision is made, implement an action plan Action plan consists of: –Activities to be performed –Responsible team member –Due dates –Effort hours –Dependencies Make sure the action plan is added to the workplan

14. 14 TenStep Project Management Process ™ PM00.4 Manage Issues Deliverables Issues Submission Form Issues Log

15. 15 TenStep Project Management Process ™ PM00.4 Exercise – Case Study #7 Develop Issues Management Procedures Use Issues Submission Form and Issues Log Form –Step 1 - Solicit potential issues using Issues Submission Form from team members, customers or stakeholders –Step 2 … –Step 3 … –….. Report back to group

16. 16 TenStep Project Management Process ™ PM00.4 Manage the Project Manage workplan Manage issues Manage scope Manage communication Manage risk Manage documentation Manage quality Manage metrics

17. 17 TenStep Project Management Process ™ PM00.4 Learning Objectives By the end of class, each participant should be able to: Understand the value of project management processes Review the various aspects of defining a project Build and maintain an appropriate project workplan Identify and manage issues, scope and communication Identify and manage project risks Determine methods to manage project documentation Identify and manage to the appropriate level of quality Identify metrics to improve processes and declare success

18. 18 TenStep Project Management Process ™ PM00.4 Questions??