Issue Management Plan

Project Name: AJRR Level 2/3 Pilot Project

Prepared By:Steve Hamada

Title:

Date: 9/17/2013

Version No:0.1

AJRR L2/L3 Pilot Project–Issue Management Plan, v0.1 Page 1

Document Change Control

The following is the document control for revisions to this document.

Version Number / Date of Issue / Author(s) / Brief Description of Change
0.1 / Steve / 1st draft

Definition

The following are definitions of terms, abbreviations and acronyms used in this document.

Term / Definition

Table Of Contents

1. Issue management goals and approach......

2. Issue management categories and rules......

3. Roles and responsibilities......

4. The issue management process......

5. Tools......

6. Appendices......

AJRR L2/L3 Pilot Project–Issue Management Plan, v0.1 Page 1

1. Issue management goals and approach

A goal of this project is to identify issues as soon as they arise and to resolve them expeditiously. All team members are enjoined to be vigilant, particularly in their areas of expertise, but also to raise issues outside of their areas of specific responsibility when they become aware of them.

2. Issue management categories and rules

The project will use the following categories and rules to manage issues:

Priority Categories / Issues shall be categorized as
  • High priority – A critical issue that will have a high impact on project success, and has the potential to stop the project completely.
  • Medium priority – An issue that will have a noticeable impact, but won't stop the project from proceeding.
  • Low priority – An issue that doesn't affect activities on the critical path, and probably won't have much impact if it's resolved at some point.

Escalation Rules / Issues which cannot be adequately addressed in the weekly project meeting will be first escalated to the executive director, then to the data committee, then to the executive committee if the issue cannot be resolved
Monitoring Frequency / The issue list will be reviewed weekly at the project meeting unless otherwise specified in the issue action plan

3. Roles and responsibilities

For the AJRR L2/L3 Pilot Project, there will be 2 issue managers. The Research director will be the issue manager for all legal issues and for all non-IT issues from pilot participants and the IT director will be the issue manager for all IT and security related issues.

The issue manager is responsible to

  • assess and record any identified issue
  • assign a priority to the issue
  • assign a resolution due date for the issue and the person responsible to resolve it
  • monitor the status of issue resolution
  • escalation issues as required by the escalation rules
  • communicate issues to the project team and others
  • report issue management activity according to communications plan
  • manage the issue tracking log

The issue escalation decision makers are responsible to

  • resolve or to provide guidance to resolve issues escalated to them

4. The issue management process

For each issue identified during project execution:

4.1 Identification: Any identified issue will be communicated to the issue manager at the earliest opportunity.

4.2 Prioritization: The issue manager will apply prioritization rules to the issue.

4.3 Tracking: The issue manager will record and track the issue in the issue log.

4.3 Escalation when required: If escalation rules are satisfied, the issue manager will escalate the issue immediately.

4.4 Assignment of issue for resolution: Consulting with relevant experts and stakeholders, the issue manager will assign a due date for resolution and a specific person responsible for resolving the issue.

4.5 Monitor resolution status and evaluate for escalation: The issue manager will track the status of issues and escalate issues when escalation rules are satisfied.

4.6 Communication: Issue statuses will be reviewed in the weekly project team meetings. Escalation decision makers will be notified at the earliest opportunity when an escalation occurs. An issue summary, including any issues resolved in the period since the last report, will be published to stakeholders with theweekly project status provided in the Friday Dispatch.

4.7 Close resolved issues: The issue manager will record the action taken to resolve the issue when closing a resolved issue.

5. Tools

Issue log

See attached issue log template.

Project issues will be tracked on the project page in SharePoint.

6. Appendices

AJRR L2/L3 Pilot Project–Issue Management Plan, v0.1 Page 1