1.0 Identify Issue - An issue can be defined as any obstacle that has a negative impact on the success of the program. Program success is measured by delivery of agreed upon scope within the established schedule and approved budget, and meeting the business objectives associated with the program.
An issue is not a “task” that could be added to the program’s work plan, a “risk” that could be addressed within the project’s risk management process, or a specific defect in a project deliverable. Issues tend to be systemic in nature, cross-organizational structures, or document problems that require escalation for resolution.
Timely resolution of issues is a critical success factor for all programs and projects. Critical decisions may be made in error when the resolution of a dependent issue is delayed. At a minimum, unresolved issues generally cause schedule impacts.
2.0 Document and Submit an Issue - Issues are documented by completing a CriMNet Issue Submittal Form. Complete the form and click on the address at the bottom to email it to Oded Galili, CriMNet Program Manager. Or save the form to your desktop, then complete the form. When you are finished, simply attach it as a file to an email message addressed to Oded Galili, email@example.com. If you are still having trouble, please contact firstname.lastname@example.org.
3.0 Screen the submitted Issue Submittal Form - Upon receipt of an Issue Submittal Form, the CriMNet Program Office will:
Record receipt of the form by creating an Issue Tracking System entry.
Ensure the information provided adequately describes the situation and meets the criteria for an issue.
If the situation described is not an issue, it is given an appropriate disposition such as a task in the work plan, noted as an action item, a risk, informational or rejected with an explanation.
4.0 Categorize the Issue - The issue is categorized in order to group similar problems. Categories are dependent on the nature of the program subject and domain. Examples of CriMNet categories might be Requirements, Policy, Organization, Governance, Documentation, Collaboration, Technology, Scope, Budget and Schedule.
5.0 Assign the Issue - The issue is assigned an “owner” who is responsible for managing and tracking the resolution of the issue.
6.0 Track the Issue - Issues are tracked to closure. Issue status is monitored as a part of the program’s status reporting requirements. Issue summary reports are created to ensure status information is available to program/project teams, management and stakeholders.
7.0 Resolve the Issue - If scope of the issue resolution is large enough, an estimate must be generated and the decision managed by the program change control process.
8.0 Close the Issue - Resolution of the issue is reviewed and communicated as necessary.
9.0 Escalation - Escalation occurs when an issue is not being resolved in a timely manner or cannot be resolved within the current level of authority.