Executing - Issue Management Process

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Issue Management ProcessFor [Project Name]

Project Issue Management Process1 IntroductionThe Project Issue Management Process is followed during the Execution phase of theProject Management Life Cycle throughout the project; however, issues may be identified atany stage of the project life cycle.1.1What is an Issue?An issue is a present problem or concern that if not resolved, will impact a project’s tripleconstraint of budget, schedule and scope.1.2What is an Issue Management Process?An Issue Management Process should be followed to track any issue that may impact thesuccess of a project. This process entails completing a variety of review techniques toassess the level of impact that the issue is having on the project and then undertaking arange of actions to resolve or reduce the issue as appropriate.The Issue Management Process is used to ensure that every issue identified is solved. 1.3When to use an Issue Management ProcessAny issue identified during the life of the project will need to be formally managed as part ofthe Issue Management Process. Without a formal Issue Management Process in place, theobjective of delivering a solution within ‘time, cost and quality’ may be compromised.The Issue Management Process is terminated only when the Execution phase of the projectis completed (i.e. just prior to Project Closure). 1.4InstructionsNot all sections in this document will apply due to the uniqueness of each project.If aparticular section is not applicable; enter NA (Not Applicable) to indicate that you have atleast considered this section.Under Contact Information, the Sponsor, Authorized By, and Contact can be the same ordifferent individuals.All tables and boxes are expandable. Add rows when it is necessary to include additionalinformation.Project Issue Management Process Template, version 1.0 (03.15.12)ii

Project Issue Management ProcessDefinitions of project management and technology terms are presented in the On-lineProject Management Glossary (www.technology.wv.gov).1.5Contact InformationDate Submitted:Click here to enter adate.Prepared By:Click here to enter text.Sponsor:Click here to enter text.Sponsoring Entity:Click here to enter text.Authorized By**:Click here to enter text.Contact:Click here to enter text.Contact Phone No.:Click here to enter text.Contact Email:Click here to enter text.PAS number:Click here to enter text.1.6Document InformationDocument HistoryVersionIssue Date[1.0][Date]1.7Changes[Section, Page(s) and Text Revised]Submit Questions and Acceptance documents to:[email protected] Issue Management Process Template, version 1.0 (03.15.12)iii

Project Issue Management ProcessTable of Contents1INTRODUCTION. II1.11.21.31.41.51.61.72ISSUE MANAGEMENT PROCESS . 22.12.22.32.42.53OVERVIEW . 2RAISE ISSUE . 4EVALUATE AND DOCUMENT ISSUE . 4ASSIGN ISSUE TO BE RESOLVED. 4RESOLVE ISSUE . 4ISSUE ROLES. 53.13.23.43.54WHAT IS AN ISSUE? . IIWHAT IS AN ISSUE MANAGEMENT PROCESS? . IIWHEN TO USE AN ISSUE MANAGEMENT PROCESS . IIINSTRUCTIONS . IICONTACT INFORMATION . IIIDOCUMENT INFORMATION . IIISUBMIT QUESTIONS AND ACCEPTANCE DOCUMENTS TO: . IIIISSUE ORIGINATOR . 5PROJECT MANAGER . 5PROJECT SPONSOR . 5PROJECT TEAM . 5ISSUE DOCUMENTS . 54.14.2ISSUES/W ATCH ITEMS LOG . 5PROJECT CLOSURE REPORT . 5Project Issue Management Process Template, version 1.0 (03.15.12)iv

Project Issue Management Process2 Issue Management Process2.1 OverviewAn Issue Management Process is undertaken to ensure that each issue identified within theproject environment is documented, prioritized and resolved within an appropriate time frameso that project deadlines are not negatively impacted. An issue is defined as any eventwhich currently adversely affects the ability of the project to produce the requireddeliverables. Issue Management involves the implementation of five key processes:The identification of project issuesThe evaluation and documentation of project issuesThe determination of issue resolution actionsThe monitoring and control of assigned issue resolution actionsThe closure of project issues.The following diagram describes the roles, processes and procedures to be undertaken toidentify, document, priorities and resolve issues within the project:Project Issue Management Process Template, version 1.0 (03.15.12)2

Project Issue Management ProcessProject Manager/Project SponsorProject ManagerIssue Originator2.1 Project Issue Management ProcessIssue Identified2.2 RaiseIssueNotify ProjectManagerNoDetermine if theIssue is valid andassign priority2.3 Evaluateand DocumentIssueNo furtheraction neededYesDocument theissue on theIssues Log2.4 AssignIssue to beresolvedReview IssuesLog on aregular basisYesIs IssueResolved?YesClose Issue andupdate theIssues LogNoIs a ChangeNeeded?NoYesShould a Risk beRaised?NoProjectTeamDetermine stepsto address issue2.5 ResolveIssueProject Issue Management Process Template, version 1.0 (03.15.12)Take Actions toresolve Issue3

Project Issue Management Process2.2Raise IssueCustomers or any member of the project team can raise a project-related issue at any time.When this occurs, the Issue Originator:Identifies an issue applicable to a particular aspect of the project (e.g. scope,deliverables, timescales)Informs the Project Manager, preferably through a written communication 2.3Evaluate and Document IssueThe Project Manager reviews the issue(s) raised and determines whether or not each issueis applicable to the project. This decision is based upon whether or not the issue impacts:A deliverable specified in the Project CharterThe quality targets specified in the Quality Review FormThe delivery targets specified in the Project PlanThe resource targets specified in the Resource PlanThe financial targets specified in the Financial Expense PlanIf an issue is considered by the Project Manager to be ‘related to the project’, then a formalissue is documented on the Issues/Watch Items Log and an issue number assigned. TheProject Manager will assign an issue ‘priority’ based upon the level of impact of the issue tothe project.2.4Assign Issue to be ResolvedAfter investigating the issue and consulting with the appropriate staff, the Project Managermay decide:To close the issue on the Issue/Watch Items Log if there are no outstanding issueactions and the issue is no longer impacting on the projectTo raise a change request if the issue results in the need for a change to the projectTo raise a project risk if the issue is likely to impact on the project in the futureTo assign issue actions to attempt to resolve the issue. 2.5Resolve IssueAfter a plan to address the issue has been determined, the Project Manager will:Schedule each step for completionEnsure each step is completedReviewing the success of each step completedCommunicate the success of each action completedClose the issue on the Issues/Watch Items LogProject Issue Management Process Template, version 1.0 (03.15.12)4

Project Issue Management Process3 Issue RolesThe following resources will play a role in the identification, review and resolution of issueswithin a project:3.1Issue OriginatorThe Issue Originator identifies the issue and notifies the Project Manager, preferably througha written communication. The Issues Originator can be the Customer or any member of theproject staff.3.2Project ManagerThe Project Manager receives, records, monitors and controls the progress of all issueswithin a project. The Project Manager is responsible for:Receiving issues that are raised from Issue OriginatorsRecording and prioritizing issues deemed appropriate to the project in theIssues/Watch Items LogRegularly reviewing all issuesIdentifying issues which require change requests and/or project risks to be raised tothe Project SponsorApproving issue resolution actionsClosing issues which are no longer impacting on the project.3.4Project SponsorThe Project Sponsor will receive issues from the Project Manager that are deemed highpriority or high impact to the overall success of the project. The Project Sponsor may director guide the Project Manager on the most appropriate course of action to take to resolve theissue.3.5Project TeamThe Project Team will implement the necessary steps to resolve the issue based on directionfrom the Project Manager or Project Sponsor.4 Issue DocumentsThe following documents are used to monitor and/or control issues within the project:4.1Issues/Watch Items LogThe Issues/Watch Items Log is used to identify, document and track project issues.4.2Project Closure ReportThe Project Closure report formalizes the closure of the project. It provides confirmation thatany remaining issues are captured and noted for future phases or project work prior toformally closing the project.Project Issue Management Process Template, version 1.0 (03.15.12)5

Project Issue Management Process Project Issue Management Process Template, version 1.0 (03.15.12) ii 1 Introduction The Project Issue Management Process is followed during the Execution phase of the Project Management Life Cycle throughout the project; however, issues may be identified at any stage of the project life cycle.File Size: 258KBPage Count: 8People also search forissue management processcontemporary issue management:contemporary issue management: quizletdefine opportunity management processacquisitions the issue management proces asana project management templates