【正文】 owner,Major Issues,Product bugs Requirements 項目組織與管理方面 業(yè)務(wù)流程方面,www.Ufsoft.com.cn,Issue Management Processes,www.Ufsoft.com.cn,Procedures,Communications,Categorization Prioritization,Escalation,Closing,FollowUp,The steps involved in the issue resolution process,The expediting steps to ensure timely resolution,Bringing new issues to light or obstacles to resolution,Categorize to analyze source Prioritize to understand the impact,Process for formally ending an issue,Dealing with issues that remain open past the go live date,www.Ufsoft.com.cn,Issue Management is the formal process used to identify, document, assess, and resolve issues.,Planning for Issue Management:,Issue is a point of debate or controversy. It refers to an expectation or concern that cannot be resolved.,Issue Management Procedure:,Plan for Human Resources,www.Ufsoft.com.cn,Resource Plan documents the detailed actions required to meet the resource needs of a project.,Three Aspects of Resource Plan:, Roles and Responsibility Staffing Requirements Infrastructure,Documenting Roles and Responsibility:,Role: …. Name: …. Responsibilities: …….,www.Ufsoft.com.cn,Roles and Responsibilities Matrix:, graphically represent the roles and degree of responsibility of project team members.,www.Ufsoft.com.cn,Establishing Staffing Requirements:,Staffing requirements are the number of people and the skill sets needed to complete the work to be done on your project.,Three Aspects of Staffing Requirements:, Skills Number of Personnel Source,4.7 Plan the Infrastructure,www.Ufsoft.com.cn,The infrastructure is the set of all items that support the team in accomplishing its mission.,www.Ufsoft.com.cn,Startup,Planning,Execution,CloseDown,Project Change?,Monitor and Control,(Revise Baselines),No,Yes,Execution Stage: The project manager directs, monitors, adjusts, documents, and controls changes to the executed work elements to ensure compliance to the project plan.,www.Ufsoft.com.cn,Revise and Reissue Project Management Outputs,Revised project conditions,Measure Status,Analyze Progress,Assess Risk,Apply Corrective Actions,Revise Baselines,Communicate Project Progress,Monitor,Control,Maintain,Three Processes of Execution Stage:,www.Ufsoft.com.cn,8.2.1 Sustain Customer Relationship,Measuring Customer Satisfaction: Customer Satisfaction Questionnaire Satisfaction Ratio = Performance / Importance,Customer Dissatisfaction:,Unknown criteria for success Inadequate plan to achieve criteria for success Poor performance Unrealistic promises,www.Ufsoft.com.cn,Improving Customer Satisfaction Procedure:,Prepare the questionnaire,Have customer complete the questionnaire,Review the results with customer,Review the results with project team,Develop improvement plans,Implement improvement plans,Periodically reevaluate levels of service,www.Ufsoft.com.cn,8.2.2 Monitor Scope and Schedule,Reporting amp。 Analyzing Change Activity:,Change activity is another indicator of project scope,Types of Change Activity: Proposed, Accepted, Rejected, Open,Analyzing Change Activity Data:,Review the number of proposed,Review the number of open,Determine the timing,Identify the source groups,Close attention !,Keep low !,Resolve early !,Who request change ?,www.Ufsoft.com.cn,Time Period,Example of elementary report for change activity:,www.Ufsoft.com.cn,Reporting amp。 Analyzing Effort Hours:,Effort is defined by the SE Metrics as a measure of the amount of human resources directly applied to create or maintain a system. Effort is usually measured in effort hours.,Timetracking,Effortreporting,Billing,Labor Hours,Effort Hours,Differentiate following:,www.Ufsoft.com.cn,8.2.5 Monitor Quality,Reporting amp。 analyzing faults.,QA check (all aspects in key points),www.Ufsoft.com.cn,8.2.6 Monitor Subcontractors,Collecting Subcontractor Status: All project teams should collect and analyze Subcontractor Status at least monthly.,www.Ufsoft.com.cn,8.2.7 Determine Project Progress,Analyzing Overall Project Progress:,Overall Project Progress Analysis involves reviewing all significant variances previously identified and developing a single, prioritized list of all project variances.,Reviewing Overall Project Progress:,www.Ufsoft.com.cn,(Continued),www.Ufsoft.com.cn,Reevaluating Risk:,The procedure is similar to the initial functionlevel risk assessment as presented in Startup and Planning:,See details in Appendix,8.3 Control Project,www.Ufsoft.com.cn,Controlling Project involves determining the root cause of significant variances, applying corrective actions necessary to bring the project back into conformance, managing changes, and communicating project progress. One lesson: Control and Communicate Project Progress,www.Ufsoft.com.cn,8.3.1 Control and Communicate Project Progress,Evaluating and Resolving Significant Variances:,Corrective Action Plans are the documentation of the specific actions that need to be taken to eliminate or minimize the impact of known problems.,Procedure for evaluating am