Section 4.3 Implement

Section 4.3 Implement

Issues Management

During and after implementation of any information system application, many issues will arise. All issues need to be resolved using an issues management program, which includes an escalation policy, an issues log, and tracking for issues status and resolution.

Time needed: 8 hours to establish, 1 hour per week for the duration of the project
Suggested prior tools: NA

Introduction

Issues will arise during and after implementation. Issues may include problems for which a solution can be readily found, or for which there are not readily agreed upon resolution that need escalation to overcome an impasse. Issues may be large or small, critical or not critical, and vendor-related or internal. The vendor will maintain its own issues log, and some vendors make this interactive for both vendor and customer to use. If your vendor makes such a log available to you, use it for vendor-related issues. However, it is still in the your best interest to track both vendor-related and internal issues yourself as well, and—most importantly—determine when an issue is resolved to your satisfaction. Start keeping an issues log as soon as implementation begins, if not earlier.

How to Use

1. Before the project begins, assign one individual in the organization to manage project issues. This is usually the project manager. The project manager, however, is not the individual who will resolve every issue.

2. Also before the project begins, determine how issues are to be escalated internally and with the vendor. Often, a team leader will report an issue to the project manager, who documents the issue and communicates with the responsible party. If the issue does not get resolved, the project manager needs to escalate the issue to a higher level of authority. The following is an example of an escalation path that you can modify to fit your needs.

Internal Escalation Path / Vendor Escalation Path
Executive: / Account executive:
Administrator: / Account manager:
Project manager: / Project manager:
Team leader: / Team leader:

3. Assign a sequential reference number to each issue. Keep a file of documentation about the issue, and label each item with the reference number from the issues log. Some customers also keep a more detailed journal, or use a spreadsheet to track the issues and keep their journal notes in a separate column.

4. Write a brief description of the issue, so you can recognize the issue without referring to detailed documentation.

5. Identify who reported the issue and the date, who was assigned to resolve it and when, and the date you expect to follow up. Follow-up may occur at a regular meeting with the vendor’s project manager or another date determined by the nature of the issue. An additional column may be added to reflect priority or level of risk. A high risk/priority issue is one which would cause the project to be significantly delayed, incur cost overruns, or affect critical functionality.

6. Identify to whom issue resolution is assigned, and the date. Resolution may occur in any number of different ways. Although vendor issues are primarily the vendor’s responsibility, if they are not being resolved on a timely basis, are repeated throughout the project, or add unexpected cost and/or delays, escalation may be needed. Internal issues may include lack of resources, staff resistance, need for more training or education, or myriad other problems. The person assigned to resolve these issues must have the authority to act or escalate the issue.

7. Periodically review the issues log to assess whether any patterns need to be addressed. For example, regular problems may be associated with one member of the vendor’s staff and not others. An issues log identifies such risks and allows the project manager to spot potentially larger issues before they get too big.

8. For every issue, identify a date when follow-up should occur. If upon follow-up the issue has not been resolved, determine whether more time is needed or the issue needs to be escalated.

9. Once an issue is resolved, write a brief description of the resolution and the date it was resolved. Whoever is required to sign off on issues in your organization, such as the project manager, should do so. It is very important that the organization sign off on issue resolution, and not just the vendor. A vendor may declare an issue resolved only for the organization to find otherwise. All issues associated with a payment milestone should be resolved prior to making payment.

Issues Log

Ref # / Description / Risk:
H-M-L / Reported by / Date Reported / Assigned to / Date Assigned / Date of Follow up / Escalation / Resolution / Date Resolved / Signoff

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