Understanding Problem Management in Project Consulting
Problem management in project consulting is a closed-loop process aimed at resolving issues that impact projects. It focuses on preventing problems, eliminating recurring issues, and minimizing unpreventable ones to enhance quality, reduce costs, and address root causes effectively. The scope covers a range of problem categories and outlines processes for identifying and addressing problems through existing methods such as solution reviews, risk reviews, and analytics.
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Presentation Transcript
Problem Management 201: Project SIM
What is Problem Management? A repeatable, closed-loop process for Consulting to resolve problems that impact projects. The objective is to prevent issues from happening, eliminate recurring issues, and minimize the issues that cannot be prevented. The outcome is improved quality, decreased cost associated with resolving repeat issues and implementing workarounds or solutions that do not fix the root cause
What is the definition of a Problem? A problem is an issue that is appearing consistently across individual projects and/or an issue that has an unknown root cause. A problem is NOT an isolated issue found during a pilot roll-out of process and/or project.
Problem Management Scope There may be wide array of problems that may be encountered. The initial roll- out of problem management will be limited to ensure a successful launch and outcomes can be achieved quickly. Problem(s) should be vetted with manager/leadership prior to logging. Problem(s) that occur in the specified categories. Category Definition Configuration Problem relates to build, testing, or domain related issues Problem relates to data migration resulting in an adverse event in a production domain Data Migration Design QA Problem relates to a metric in the Design Quality Assessment or process Framework Events/Related Collateral Problem relates to the Framework events and/or related collateral KPI/Value Problem relates to KPI and/or a value objective Model Experience Problem relates to Model Experience (content, workflows, recommendations, and/or process). Associate Learning Problem relates to associate education. Staffing Problem relates to project staffing. Financial Management Problem relates to project and/or associate financial management.
Example Problems Configuration SWx is consistently seeing clients turned over without adequate purge build for message center. Domain created from PROD by CWx and two required build steps for ClinRep XR were missed. There is not a comprehensive PowerPlan extract from Model Master domain (no DCW). Configuration Configuration KPI/Vale The master ED KPI list contains several duplicates and has been causing some confusion in the practices. Need to update list and work with SBU to ensure consistency. No effective way to expose client end users to their future state workflows early Framework Events/Related Collateral Framework Events/Related Collateral TestBuilder content is becoming outdated across several solutions.
Existing Processes Leveraged for Identifying Problems Solution reviews Gateways Risk reviews Project debriefs Potential Problems Escalations Analytics
Problem Management Process Consulting Problem Management leverages similar process as Application Services (AMS, SolutionWorks) and Cernerworks Problem Management as part of One Cerner Service Management Identification & Classification Review & Assign Closure Problem Management Stages Resolution & Recovery Investigation & Diagnosis
Problem Request Form Access the following link to log a potential problem: Problem Request Form Problem Management board reviews new requests on a weekly basis. Problem coordinator will be assigned if the problem has been approved.
Problem Management Communication Plan When a problem is resolved, the Problem Coordinator will notify impacted stakeholders using the Problem Management Communication Plan as a general guide.
Problem Management Notifications An internal notification is e- mailed to impacted stakeholders for problems that are classified with a Critical, High, or Medium priority
Additional Resources Problem Request Form Consulting Portal Problem Management Wiki
