PMGT_PRO001 Issue Management Procedure

The manager role identified in this procedure may be a project manager, a unit manager, process manager, or other individual responsible for managing and tracking issues to closure.

Identify an Issue, Anyone

Anyone can identify an issue. Enter the following information into the template:

  • Project Name
  • Raised by Name:
  • Date Raised:
  • Type of Issue:
  • Title of Issue:
  • Description of the Issue:

Send this information to the Manager

Log an Issue, Manager with administrative support if necessary

The manager enters the Issue in the Issue Log and assigns a number to the Issue Document. Numbers are sequential (independent of the type).

Make sure it is not duplicated or an existing issue.

 

If necessary, assign an individual to assess the impact and priority.

(Confirm the Issue has been logged to the person raising the issue)

Assess Impact and Priority, Assigned To own the Issue.

Review the issue and check classified correctly

Perform a quick impact and priority assessment

 

If a question or concern can be handled, it should be answered or noted and the issue should be closed.

 

If the impact and assessment requires further evaluation, then the person assigned to own the issue will be responsible for:

  • Further assessing the impact and priority,
  • Identifying the actions necessary to close the issue,
  • Identifying any actions to prevent this issue from occurring again (if relevant)
  • Estimating the cost, hours and timescale implications of the issue
  • Reviewing these actions with the manager

Any backup information can be added to the issue document.

 

Assess current risks or raise new risks based upon this issue.

Authorise the actions to be carried out, Manager

The manager (or person with authority ie the customer) may authorise the actions to resolve the issue.  Some issues may require escalation to higher levels of management as appropriate, such as the SMT or the unit manager's manager.

The status on the Issue Log is changed to authorised and the authorised name and date are entered on the Issue document.

The manager (or person with authority) may also defer this work until a later time and not close the issue.

Complete the actions, Assigned to supported by other resources identified in the action list

Once the issue is authorised, the individual assigned to the issue will ensure or carry out the actions to the closure of the issue.

 

Actions to close issues may be the following:

  • Evaluate impact to plan
  • Make a change to a document(s) (update revision history)
  • Make changes to code if small fixes.
  • Add tasks into the project plan or work package plan
  • notify the process manager of preventive actions.

If a change is small or low impact, the work can be performed by completing the identified actions for the issue. The Issue may be tracked separately in the project plan.

 

If the change requires significant work, the issue will cause the project or other relevant  plan to be updated and new targets to be established.

Close the Issue, Manager

The issue can be closed in any number of ways:

  • Question or concern has been answered - no further actions required
  • All Actions are complete or remaining work has been included in the relevant plan
  • Decision to not address the issue

Get the final cost and hours for assessing the impact and priority and, if authorised, making the change.

Additional Details

The status items for an issue are:

Logged

Assigned a number on the Issue Log

Assigned

Assigned to someone to own the issue (evaluate impact and priority and identify actions).

Deferred

Defer until a later time; however, keep open.

Authorised

Authorised to start work

Started

Work has started on the actions

Closed

All Actions are complete or decision not to do has been made.

Types of Issues

Question or Concern (Q&C)

Typically a question or concern raised against any aspect of the project. Generally, raised in a review or against an approved document.

Scope Change

A request to change the project scope (add or remove)

Request for Change (RFC)

A request to change an to a project deliverable. Either adding items or removing items. Still within Scope

OFFSPEC

A fault or error relating to an approved specification.

Corrective Action Request (CAR)

A Corrective Action Request generally raised after an audit or assessment.  The actions are generally required to correct management system process or implementation problems.

OTHER

The other classification may have the following types:

Supplier issue

Interface Dependency (Related to external decision).

Authorised scope changes or Interface Dependencies may impact schedule and budget for the entire project.

Supplier  and interface dependencies should be identified in the Issue Log.