(1). what is the number?
The issue is an incident, circumstance, problem or inquiry that affects or is likely to affect the timely delivery of the project, product or service, as they may affect the quality of output and cost of production.
some of the projects under implementation and definition slightly different issue. And determines the help desk issue also asked for assistance, which require a response. The service department keeps track of service requests and issues. Traces the maintenance programs set flaws in the software reports and enhancement requests as issues.
Because of the impact of issues on her projects, and the development of the product or continuous service, and case management is an important aspect of any management methodology. This is a systematic case management to make a deal with the issues methodologies seamless part of your larger range instead of a separate process them.
It is usually not difficult for team members to identify issues, but it is still worth having a working definition of the issue. Remember that the more ambitious project and more of the issues that arise.
item work: You must have a project team make them aware of what are the issues, provide some examples, and ask other team members to provide some examples.
(2). Requirements
a central repository of information issue easily accessible for all members of the team, because it is good for team morale and productivity to know that their issues are being addressed. Automated central repository such as the number Tracker [http://issue-tracker.glm2.com] is desirable because it made the case management and reporting much easier.
work item: Choose a central repository of your issues.
and director of the version is chosen person's oversee all issues. It can be a project manager, team leader, or anyone else in a leadership position official. The case manager is responsible for making sure that there is steady progress, disciplined and continuous progress in all issues. Case manager accountable to top management on progress on all issues. Director of the issue related to the case to offer the team, senior management and all stakeholders.
work item: Set and release manager and notify the case manager's role and responsibilities.
represents this methodology better management practices for issues management issues. However, the goal is to have a successful project, and the development of the product or service, and the goal is not to follow the methodology fanatically.
work item: Air methodology so as to maximize your success of the project.
(3). Steps
3.1 Discovery
issues can arise at any time. When the discovery of the problem is recorded in a central repository.
It is important to allow the issues that are recorded by a wide range of people, including team members, senior management, users, customers and stakeholders, suppliers and contractors. It is important because if there are barriers to report a problem, then there is an increased chance that the matter would be referred unregistered. You can not handle the problems that do not know about them. It is not necessary that every person has access to a central repository, but the more you can allow for the better.
item of work: preparation access to a central repository for those people who need them.
3.2 recording
train people to identify issues and often unnecessary, but to get people to register the issue in a central repository will take some training and encouragement. For example, one of the team members may mention the case of non-registered to the project manager during the coffee break or other formal occasion, and that members of the team needs some encouragement to register such issues in a central repository.
for all kinds of issues, prevention is better than correction. Also, issues that are less severe if it is dealt with in earlier rather than later tend. This means that all efforts must be made to report issues once they are discovered, instead of waiting for this issue to become a "serious enough" before it is registered. Do not be afraid of a repeat of a case or overlapping with current issues, and it is better than missing an issue.
must be registered full description of the cause of the problem in a central repository. Resist the temptation to describe the case in terms of a solution. You must register any impact of this issue. Attach any documents, snapshots, the report came out, faxes, and error messages to support other media that describe the issue.
person who has registered a case can make a recommendation for a solution, if they have one. Should this person
also waive the case, if possible, even if only for the case manager for the re-appointment has been set.
When you record an issue in the beginning must be recorded in a central repository with the status code reflects the fact that it is a new issue has not been reviewed. They should also attempt to classify and arrange the severity of this issue.
date and who created must be registered in a central repository issue. This is done automatically for you in systems such as tracking number.
Many teams describe issues in terms of the desired solution, leaving the others to deduce the actual case. This is not a best practice because it limits the range of possible creative solutions. As an example, the case of badly worded: "We need more people." There is no indication in this example what this issue is, in fact, so alternative solutions impossible. If worded example the issue as "the shipping department and swamped us with the product, there is the potential damage if we can not get the product delivered." With the issue worded this way perhaps shipping department can become aware of how to cause there are procedures that issues down the line and adapt to their business.
3.3 preliminary review
preliminary review is the sort of 19,459,011 new issues. Usually carried out by a case manager or the House of Representatives who are familiar with the scope and priorities of the project. If a small team the whole team can meet for the review. Each new case is a review of the situation and category and the severity of the issue and the appointment of a person to work and optionally is recognized as the owner as follows.
sometimes the same person who registered the issue may have to do the initial review, so that they can be fused these steps two to one in this case.
3.3.1 case number
are making a decision about the next issue of the state. (Previous state was "new.") Next status of the case reflects the nature and timing of action to address this issue. It is one of the following:
- open: will take immediate action to address the issue of
- Deferred: work will be delayed until sometime in the future
- indicated: action will be taken by another group, perhaps because the issue is outside the current scope of
- cancellation: We will not be taking any action now or in the future
first attempt to classify the problem was taken when it was recorded for the first time. But, now during the initial review of a class it can be refined.
righteous cause category is useful when determining the priorities needed to address the issues of resources. It is particularly useful for reporting purposes.
item of work: discussed with the group how better to classify the issues that you expect to get, and document categories that will be used.
3.3.3 rank the severity of the issue
and reflects the severity of the importance of access to resolve the issue. Obviously you want to target resources on the most important issues before the lesser ones.
item of work: choose a small group of severity of symbols that have a clear order. For example: the trivial, a record, an important, critical. Some people prefer: low, medium, high, very high.
3.3.4 set
from the beginning, and the next person to take action on this issue should be assigned to this case, and notification. And automatically issue Tracker notify the person appointed to this issue by e-mail.
Description If the case is incomplete, can this case be assigned to the appropriate party to gather the information needed to make a clear description of the issue.
to appoint a person, not a group. Experience has shown that the assignment of cases to individuals leads to greater accountability of the assignment of cases to the groups as much. An individual can be encountered on the lack of progress, it is much harder to cope with a group of people. Group can be represented by a leader of the group, so you can assign the matter to the leader of the group that will take action to reset the issue to correct member of the group, who will deliver a speech in fact the case.
3.3.5 ownership
must be possible to make a decision and stakeholders is the owner of the case. The presence of His case is a way to register is responsible for the decision of the private placement process.
owners should reconsider the issues they own in order to progress to the decision. If progress is insufficient and should be said case manager so that the situation can be remedied.
3.4 action
process to address the issue of iterating through the following sub-steps until the problem is resolved.
- and the person assigned to this case, take action to address this issue.
- and the person assigned to this case, and documents actions taken issue as an event in a central repository. Case occurred has a person's name, date and description of the actions taken.
- some operations issue requiring an approval step before further action can be taken. They should take this consent form to sign the proposal. While paper signatures are acceptable, the automated system is the best. The events of the case in tracking down the cause can be through the use of sign, since the user is required to log on to identify themselves, and this is as good as signing the paper.
- if there is documentation to support the actions taken, such as cost-benefit analysis of the proposed system change, it is attached to the support files for this issue.
- process of finding a solution may help to refine the description of the case. This should be reflected in the refinement updates to the description of the case, and address, as well as attachments to continue supporting files. It may also require that the issue of re-classification.
- If the next iteration of someone else's responsibility to reset this case.
- If the issue is resolved in this iteration, the status is updated to reflect the fact that this issue is not active.
Note that the action taken may involve a redistribution of the case, and to change the situation, and refine described the case, change the problem category. All these changes must be registered in a central repository. It is registered to change the situation, and the category of the unit automatically for you in the automated system, such as the number Tracker.
3.5 constant surveillance
a continuous assessment of the issues by the Director of the case and the team should be to bring the issues to the decision. This can be done through periodic review all active in the central repository issues with the team and a separate review with the concerned authorities.
escalate issues as needed through reassignment or by changing the ownership issue.
report and communicate progress on all the issues that senior management and the team, subscriptions can be used by the senior management team to follow up the progress in individual cases. These reports can be integrated into project status reports.
analysis of the progress the matter, and to adapt to the proceedings. It must be a central repository is able to provide information about the efficiency of moving cases from creation to resolution. If it takes a long time to resolve important issues, then the case manager must find ways to improve turn-around time.
(4). Finally
Here are a few items to do more
item of work: the distribution of copies of this issue management methodology for team members and owners interest so that everyone knows how and why managed issues.
item Work: adopt and expand the scope of this issue management methodology to suit the project scope and quirks.
item of work: Create a central repository, you and start the day.
. These issues management methodology evolved over many years. It evolved from the experience in projects with budgets of $ 500,000 to $ 50 million, which have been a number of issues, ranging from a few hundred cases of several thousand. In half of the cases it was dispersed project team actually in many countries.
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