IWM Integration

SEGC ProjectIssue Management Process

IWM Integration

Document Revision History

Version Number Date Description1.0 11/09/2004 Draft

IWM Integration

Table of Content

Overview----------------------------------------------------------------------------------------------------------pg 4Issue Characteristics-------------------------------------------------------------------------------------------pg 4Issue Documentation -----------------------------------------------------------------------------------------pg 4Issue Process ----------------------------------------------------------------------------------------------------pg 4-5Issue Management Roles ------------------------------------------------------------------------------------pg 6Using the Issue Log--------------------------------------------------------------------------------------------pg 7Appendix A--------------------------------------------------------------------------------------------------------pg 8Appendix B--------------------------------------------------------------------------------------------------------pg 9Appendix C--------------------------------------------------------------------------------------------------------pg 10

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OverviewThis document describes the process the SEGC Project will follow to manage Project issues. For the purposes of this project, issues are defined as:

An unsolved problem or a design decision that has yet to be made Refers to a problem involving a significant choice between two or more alternatives

The resolution of issues may have an impact on the project's scope or schedule during development, implementation, or maintenance.

The Issue Management process will bring visibility to issues, accountability, and timely resolution of issues. Analysis of the issue will provide data and understanding for a more informed decision. Recording and reviewing issues will:

Prevent the team from forgetting about issues that could adversely impact the project. Provide an audit trail of discussion and decisions on all project issues and open points Record design rationale for later development stages, particularly maintenance

Issue CharacteristicsIssues are typically characterize by the following:

Multiple designs of management alternatives exist The choice requires an interpretation of user, quality or technical requirements The choice affects the project scope, project cost, project schedule or system design

significantly Multiple project teams or areas may be affected (not a requirement)

Issue DocumentationIssue should be documented whenever the following occurs:

There is a significant choice of two or more design or management alternatives Critical pieces of information are not readily available and must be obtained from a user,

another team, or project. A Team member identifies an obstacle outside of their control and which is, or has the

potential to , prevent scheduled work from being accomplished as planned, impact budget, quality or scope.

Issue documented / logged, should be assigned the following status / Priority:Issue Status Pending: default status assigned to new entry in the issues database Open: assigned to validated issue Resolved: Assigned to issue when the resolution has been approved / signed –off Not an Issue: Assigned to entry to the issues database that is not a valid issue

Issue Priority Critical / Emergency: Issue impacts schedule, scope or quality and progress cannot be made

until resolved High : Issue has significant potential to affect (or has already affected) project schedule, budget,

quality, or scope Medium: Issue is currently resolvable, but progress is dependent on its resolution. If left

unresolved, this issue could in the future have an adverse impact on the project Low: This issue is not currently holding up progress. If pro-actively addressed, potential future

project impact can be minimized

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Issue ProcessThe project will use the Lotus Notes database to log and track issues. The Issue Form in the issues database is used to document and communicate issues to the project manager.

The following diagram portrays the steps in the process and interaction of the process roles. The roles in the issue management process are the issue originator, the project manager, The Project Director, the project Control / Approval group

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Issue Management Roles

1.0 Issue Originator Raise and log issue Documents the issue as clearly and completely as possible in the Lotus Notes Issue

database Notify Project Manager that a new issue has been logged

2.0 Project Director Reviews new entry to issue database and determines if it is indeed an issue that should be

tracked and resolved Change status of issue from pending to open and assigns someone to follow up Assigns status / priority to issue if necessary Clarifies issue if necessary Forwards issue, impact analysis and recommendation to Project Control Group and

appropriate stakeholder Keeps issue originator apprised of issue status

3.0 Project Manager Tracks status of issue in the issue database Clarifies issue if necessary Assigns status / priority to issue Sends issue for impact analysis to analyst Identifies where added tasks fit into the plan Updates issue log with impact analysis and proposed resolution Makes necessary updates to project plan / status report Estimates time and resources required to resolve the issue Keeps issue originator apprised of issue status

4.0 Project Control / Approval Group Sponsor Reviews issue, impact analysis and recommendation Determines who signs off on the resolution Either approves the resolution, denies the resolution or places the resolution on hold Ensures any required additional resources are available

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Using the Issue Log The following Form from the IWM Integration issue log is used to document and communicate issues to the project manager. The form also serves to record recommendation / resolution and the related management actions. Please refer to Appendix A, B, and C for information on how to use the Lotus notes database to log, review and close an issue.

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Appendix A

Phase 1 The following table outline the steps for logging an issue in the IWM Integration database

StepAction

1 Enter WM Integration Database and select section 4, “Issues”, from the menu on the left hand toolbar.

2 Select “New Issue” from the toolbar at the top of the screen.3 Complete the following sections of the Issue Form:

Field Actions by Issue IdentifierProject Select acronym(s) of project(s) affected Issue Number None – Auto generatedIssue Name Enter descriptive name of issueRaised By Enter name of person who identified issueAssigned to Enter the name of the person(s) responsible for the issue. If

unsure who to enter, type name of Project Manager or enter IMO in this field. It will be reassigned at a later date.

Status None – Default set to “Pending”. Project Manager will change to Open upon review.

Priority Select appropriate priority from list: Critical/Emergency High Medium Low

Due Date Enter the date the issue must be resolved by. If unsure, leave blank.

Type Select the work area(s) the issue pertains to: Compliance Finance ILC Marketing Operations Product Systems

4 Enter a detailed description of the issue.Attach documentation if necessary using File/Attach command from main menu.

5 Select “Save, Notify Team, & Exit” from the menu at the top of the screenResult – the MLI/MLAC Address book appears as a pop-up menu.

6 Select the appropriate Project Manager from the list of names. If issue crosses many projects, select all PMs from projects affected as recipients for the document.

7 Select “OK” in the bottom right hand corner of the pop-up menu.

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Appendix B

Phase 2 – Reviewing the Issue

This table contains the steps the project manager completes to finalize the issue.

Step Actions by Project Manager1 Receive issue notification from step 7 above via Lotus Notes email.2 Review the data entered in Phase 1 for content, validity, and enter any additional

info (such as ‘Assigned to’)3 Determine if the information presented is an issue for the project.

Is it an Issue?

Then change the status from “Pending” to…

Yes “Open” and go to step 4 No “Closed” and go to step 8. Nothing else required.

Reasons why “no” may be selected: Issue already identified Issue already resolved Not considered an Issue by the PM.

4 Enter a “Proposed Resolution” for this issue. Include Alternatives Considered.Attach documentation if necessary using File/Attach command from main menu.

5 Update the “Due Date” field with the anticipated issue completion date.6 Approval Group – Enter the names of the individuals who will be working on and

Signing-off this issue upon completion.7 Determine if there are any dependencies this issue has on additional projects and

update the “Dependencies” to ‘yes’ if applicable8 Select “Save, Notify Team, & Exit” from the menu at the top of the screen

Result – the MLI/MLAC Address book appears as a pop-up menu9 Select the appropriate names to receive issue from the list of names, for example:

People on Working Group Control Group Other Project Managers / Team Members Issue Owner Issue Identifier

10 Select “OK” in the bottom right hand corner of the pop-up menu.

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Appendix C

Phase 3 – Closing an Issue

The following table contains the steps for closing and signing-off on an issue that was identified as “Open” in phase 2.

Step Action1 Open the issue that is now complete.2 Change the status from “Open” to “Closed”.3 Update “Final Solution” section with the final solution used to close the issue and

update the “Resolution Date” with the actual date of resolution3 Select “Save, Notify Team, & Exit” from the menu at the top of the screen.4 Select the names of the people in the “Approval Group” from the address book.5 Select “OK” in the bottom right hand corner of the pop-up menu6 The “Approval Group” signs-off on the final resolution by reviewing the information

from step 3 and selecting the “Approval” button from the toolbar at the top of the screen.Result – A signature and time/date stamp appears in the Stakeholder/Project Manager Sign-off section of the issue form.

IMO Duties The role of the Integration Management Office (IMO) in the Issue Management Process is as follows:

Review new issues raised for the period Review issues closed for the period Review issues not closed by the required completion date Resource for questions about the Issue Management Process

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