Problem Management

What

Problem Management is the Process of identifying, recording, repairing and follow-up of problems, complaints, defects and faults.

Process Diagram

Problem Management consists of the following major Procedures:

1. Identify the problem by applying Problem Analysis
   
   
2. Classify the problem
   
   
3. Record the problem in a register
   
   
4. Decide what needs to be done in terms of remedial action and resource requirements to do it
   
   
5. Prioritise the problem
   
   
6. Assign resources to the problem
   
   
7. Track the problem's remedial action
   
   
8. Release the problem repair
   
   
9. Followup by way of a mini Post-Implementation Review (PIR) Workshop

Why

Problems will always occur during projects. There needs to be a formal Process for dealing with them expeditiously.

When and Where

This technique is used throughout the whole project lifecycle and is not limited to any specific project lifecycle phase.

How

Generic Work Request Process

Scaling

Also See

Problem Management is one of the significant Processes that exist throughout PMMentor (PMM). To print a "Handout Pack" on this Process, create and print a title page and then click on the "Print" button (to print this topic to act as a Table of Contents) and then click on each of the following topics in turn. When the topic is displayed, click on the "Print" button, then click on the "Back" button to return to this topic and choose the next topic to print.

Analyse Defect Causes

Defect Repair

Defect Report Form

Defects Register

Defect Reporting

Differences Between Inspections, Reviews, Walkthroughs and Testing

Dollar-A-Bug Competition Rules

Generic Work Request Process

Handling Complaints

Handling Difficult People

Hold Mini Post-Implementation Review (PIR)

Managing Conflicts

Problem Analysis

Problem Management Plan

Problem Resolution Mechanism

Problems Addressed By PMMentor

Quality

Rework Inspected Item

Risk Management

Signposts of Danger (SOD)

Site Fault Register

Suspected Defect Categories

Testing Management Plan