1. What is an issue?
a question of an event, circumstance, problem or inquiry that affects or potentially affects the timely delivery of the project, product or service, you can also affect the quality of results and production costs.
Some projects are ongoing and the determination of the question is a little different. The help desk defines an issue as the grant application, that requires a response. The service department keeps track of service requests issues. The reports follow a group of software maintenance and repair of software defects requests issues.
Because of the impact factors of the project, product development, service and ongoing issue management methodology is an important aspect of all. This issue is the methodology that promises to smooth some of the management problems rather than the larger scope methods of process that separate them.
This is usually not difficult to members of the group questions, but still worth a working definition of the issue. Keep in mind that the ambitious project, the more questions arise.
Action item: The project team is aware of what kind of questions, some examples, and ask other team members to a few examples.
2. Requirements
The central repository issuing readily accessible to all members of the team, because it is good for team morale and productivity know that the issues dealt with. An automated central repository like Issue Tracker [http://issue-tracker.glm2.com] is desirable because of the problem that the management and reporting much easier.
Action item: Select a central repository of questions.
of issue manager a chosen person oversees all issues. This may be the project manager, team leader, or another responsible person in a leadership position. The question that is responsible for ensuring that there is a consistent, disciplined and continuous progress has been made on all issues. The issue manager accountable to top management on the progress on all issues. The issue manager communicates issue progress of the team, senior management and all interested parties.
Action item: shall designate an Issue Manager and notify the manager of the issue of their role and responsibilities.
This issue management methodology represents best practice problems. However, the goal is to have a successful project, product or service development, the goal is no to follow the methodology fanatically.
Action item: Set the method, so the project's success is maximized.
Step 3
Discovery 3.1
problems can arise at any time. If the discovery of a problem recorded in a central repository.
It is important to be dealt with to fix a wide group of people including team members, senior management, users, customers, stakeholders, suppliers and contractors. This is important because if there are obstacles pose a problem, then there is a greater chance that the issue will go register. It can not deal with not being able to. It is not necessary that everyone has access to a central repository, but you can make it, the more the better.
Action item: is set to access the central repository are the people that need them.
3.2 Recording
Identification Training People often unnecessary questions, but getting people to fix the problem is the central repository will have some training and encouragement. For example, a team member can be an unsecured note issue during a project manager for coffee breaks or other informal occasions, it needs to be part of the team encouragement to fix such issues in the central repository.
all sorts of issues of prevention is better than correction. Also, questions tend to be less severe if you speak sooner than later. This means that every effort should be made to have the problems as soon as they discovered, instead of waiting for the issue to be "serious enough" before recording it. Do not be afraid of the problem of duplicating or overlapping existing problems, it's better than missing the point.
The detailed description of the cause of the error recorded in the central repository. Resist the temptation to describe the problem in terms of the solution. How can the issue be recorded. Please attach supporting documents, screenshots, output, faxes, error messages and other media to describe the problem.
The person who is admitted to the question of whether a recommendation is the solution, if there is one. This person
is assigned to the issue, if possible, even if they only add to the problem, relocation manager.
When an issue originally set to be recorded in the central repository with status code which reflects the fact that this new issue and have not been revised. An attempt should be made to categorize and rank the severity of the problem.
The date and who created the question must be recorded in a central repository. This is done automatically for you systems like Issue Tracker.
Many teams describe issues regarding the desired solution, and others derived from the current issue. This is not the best practice because it limits the potential of creative solutions. For example, a poorly worded question. "We need more people" There is no indication in this example, what the question really is, so finding alternative solutions impossible. If the example question is worded as follows: "The transport department is flooded with us product, it is possible to ruin if you can not get the product delivered." The wording of the question was perhaps the shipping department are aware of the measures in there to cause problems down the line, and adapt their actions.
3.3 Initial Review
The initial review of the classification, new issues . This is usually the problem is a director or deputies who know the scope and priorities of the project. If you are a small team the whole team can meet during the review. Each new issue of status, category and severity are reviewed and assigned someone to act on the issue and, where appropriate, to identify the owner as follows.
Sometimes the same person who has to fix the issue is to do the first review, so these two steps can be rendered only in this position.
problem 3.3.1 Status
a decision on these issues in the state. (The previous state was "new".) The status of these problems reflects the nature and timing of the action in question. This is one of the following:
- open: Immediate measures should be taken to the question
- extended: action be deferred until sometime in the future
- mentioned measures that must be made of another group, probably because the question is beyond the current
the scope of - canceled: no need to take action now or in the future
3.3.2 Categorize the issue
made a first attempt at categorizing the issue when it was first recorded. But now the initial review category can be refined.
The correct question category is helpful if the necessary resources to priority issues. This is especially useful for reporting purposes.
Action item: Discuss with your team how to categorize the questions you can expect that, and document the categories that can be used.
3.3.3 placed on the seriousness of the problem
the severity reflects the importance of getting the problem resolved. Obviously, we want to direct resources to the most important questions before they were smaller.
Action item: Click on a small range of severity codes that have a clear ranking. For example: Trivial, Standard, it is important critic. Some people prefer low, medium, high, very high.
3.3.4 Allocation
From the start, the next person to take action on the issue will be assigned to the matter and reported. Issue Tracker automatically notifies the designated person in question by e-mail.
If incomplete description of the problem, the problem can be assigned to the appropriate party to gather the information they need to make a clear description of the problem.
Assign a person and not a group . Experience has shown that assigning issues to individuals greater accountability issues as assigning groups. An individual may face about the lack of progress is more difficult to confront a group of people. The group is leader of a group, so you can assign a question to the group leader, who will take the necessary steps to assign the issue to a member of the correct group who actually deal with the issue.
3.3. 5. Ownership
should be able to see which of those affected is the owner of the problem. After you issue the way of recording the owner, it is accountable for resolution of the issue.
owners should examine the issue in addition to the advancement of their resolution. If progress is not sufficient to issue manager should be told to rectify the situation.
3.4 arrange
The process eliminates the problem repeats the following sub-steps until the problem is resolved.
- The person appointed to the problem take measures to to address the issue.
- The person appointed to the problem documenting the action in case of brought the problem to the central repository. One question the event the person's name, date and description of the measures taken.
- further action can be taken before the process Some questions require approval step. This proposal would make the approval form. While paper-based signature is acceptable, automated system better. Events Issue Issue Tracker can be used to sign because the user is required to log in to identify themselves, this is as good as signing a piece of paper.
- If you have documentation to support the measures as a cost-benefit analysis of the proposed changes in the system of supporting files attached question.
- The process of finding a solution to help refined description of the problem . This should be reflected in refinery upgrades description and address the problem, and the related additional support files. They also require that the issue should be classified again.
- If the next iteration of the responsibility of another person Question reassigned .
- If the issue is resolved in this iteration of status updates to reflect the fact that the issue is not active.
Note that the measure includes the redeployment of the question of changing state, refining description of the problem, changing the category in question. All these changes must be recorded in a central repository. Change in status, category and severity automatically logs you with an automated system like Issue Tracker.
3.5 Continuous supervision
consistent and continuous assessment issues in question and the team manager should happen to the issues. This is done that Periodic Review problem all active in the central repository for the team, and a separate review of the stakeholders.
Escalate issues as needed and re-assign or change ownership issues.
and report communicate progress all issues that senior management and the team, subscriptions can be used by senior management and the team to accompany the various issues. This reporting can be integrated reports on the state of the project.
Analysis of the question development and adaptation measures. The central repository must be able to provide feedback on how efficiently moving creature resolution issues. If you take too long to resolve important issues, the problem manager must find ways to improve the compilation time.
4. Finally,
The following are some additional tasks
Action item: Copies extends this the question of methodology, team members and stakeholders, so that everyone knows how and why questions are treated.
Action item: Adapt this issue and scalable methodology to projects like the size and quirks.
Action item: Create a central repository, and get started today.
This is the question the methodology developed over the years. It has developed experience in project budgets of $ 500,000 $ 50,000,000, which is a whole number of issues ranging from a few hundred questions that many thousands. Half the time, the project team is physically dispersed in several countries.