Troubleshooting 101 - Project Insightdownloads.projectinsight.net/training/pmi-project... · You...
Transcript of Troubleshooting 101 - Project Insightdownloads.projectinsight.net/training/pmi-project... · You...
Fundamental
Troubleshooting 101
© 2014 Core Performance Concepts Inc.
Things to Know…
© 2014 Core Performance Concepts Inc.
Moderator
Denise Rodriguez
Project Insight
Marketing
www.projectinsight.net
© 2014 Core Performance Concepts Inc.
Presenter
Diane C. Buckley-Altwies, MBA, PMP
CEO, Core Performance Concepts Inc.
Training in project management,
PMP® and CAPM® certification, leadership,
business analysis, agile and six sigma
www.coreperformanceconcepts.com
© 2014 Core Performance Concepts Inc.
Poll: Troubleshooting
Which is the most common symptom you
see?
� The initial fix of a problem doesn’t work.
� The resource fixing the problem has to escalate
to a more senior resource to resolve.
� Your team jumps to conclusions when a
problem is presented.
� The initial reaction to any problem is “user
error”.
© 2014 Core Performance Concepts Inc.
Goals of the Fundamentals Series
Deepen your understanding of fundamental project
management concepts
Identify tools and techniques that can be implemented to
manage projects more effectively
Discover practical applications for your existing projects
Use project management software more effectively
© 2014 Core Performance Concepts Inc.
Objectives of the Webinar
At the end of this webinar, you will be able to:
Define the ten differentiating skills that improve
effectiveness
Discuss how troubleshooting skills affect project
costs
Learn how to improve your own troubleshooting
skills
© 2014 Core Performance Concepts Inc.
10 Differentiating Skills
Recognize the need
Take action
Prioritize
Troubleshoot
Handle conflict
Understand process
improvement
Influence
Bring closure
Create great attitudes
Recognize successful
completion
© 2014 Core Performance Concepts Inc.
Definition
Troubleshooting is a form of problem solving, often applied
to repair failed products or processes. It is a logical, systematic
search for the source of a problem so that it can be solved,
and so the product or process can be made operational again.
Troubleshooting is needed to develop and maintain complex
systems where the symptoms of a problem can have many
possible causes.
© 2014 Core Performance Concepts Inc.
Question for You
What is the value to your
organization if people are
troubleshooting well?
© 2014 Core Performance Concepts Inc.
Troubleshooting & Project Costs
Poor troubleshooting skills leads to:
Rework
Wasted time
Unhappy clients
Poor morale
© 2014 Core Performance Concepts Inc.
Signs!
“It must be user error”
“It works fine for me”
“The other organization must be
interfacing with our application
wrong”
© 2014 Core Performance Concepts Inc.
Today’s Technological Challenges
Multiple Browsers
Different operating systems
Background applications in conflict
Old versions of a key component (i.e. Java)
Integrations of independent systems
© 2014 Core Performance Concepts Inc.
Troubleshooting & Project Costs
How many meetings does it take to resolve? –
How many people? Was that time budgeted?
How often are requirements being adjusted?
How often does the “fix” not work and you
have to send it back again? Were you or the
client the one that caught the issue
© 2014 Core Performance Concepts Inc.
Troubleshooting & Project Costs
Tangible costs
Percentage of requirements that are NOT
completed and approved on the 1st attempt.
5 people –pm, ba, qa, dev, customer--at least 1
hour each (at $50/hour = $250 )
Takes away from other work that is planned to be
completed
© 2014 Core Performance Concepts Inc.
Troubleshooting & Project Costs
Intangible costs
Customer perception
Number of issues found by the client
Number of times qa passes, but
customer doesn’t agree
Employee morale
Extra work
Face the client
© 2014 Core Performance Concepts Inc.
Causes of Poor Troubleshooting
Poorly written or non-existent requirements
No base testing plan
Jumping to conclusions without considering
root cause (attack the symptom)
Fix one thing and assume nothing else broke.
Test the fix and not test the base test plan
© 2014 Core Performance Concepts Inc.
Question for You
Can people learn
troubleshooting skills?
© 2014 Core Performance Concepts Inc.
Improve Your Skills - Methodology
Methodology
Don’t jump to conclusions
Get as many details as possible on what the
experience was
Basic functions – regression testing
Complex function – Unique client needs
Change 1 variable at a time
Dedicate time
© 2014 Core Performance Concepts Inc.
Improve Your Skills – Root Cause
Once you find an issue, don’t stop
Alternative use cases
Alternative causes for the symptoms
Escalation path
Communication
© 2014 Core Performance Concepts Inc.
Question for You
How can you measure
effective troubleshooting?
© 2014 Core Performance Concepts Inc.
Project Insight
© 2014 Core Performance Concepts Inc.
Sample Exam Question
You are the product
manager for a car stereo
manufacturer and you are
seeing the number of
reported defects by
customers rise. This is a
form of…
Question Answers
A. Appraisal cost
B. External failure cost
C. Conformance cost
D. Non-conformance cost
© 2014 Core Performance Concepts Inc.
Review
Define the ten differentiating skills that improve
effectiveness
Discuss how troubleshooting skills affect project costs
Learn how to improve your own troubleshooting skills
Questions & Answers ???
© 2014 Core Performance Concepts Inc.
Next Steps
Follow Core Performance Concepts on
Linkedin and Twitter @cpcperformance
Keep Learning
Audio series starting this fall on the
10 Differentiating Skills
for project managers and project team
members.
© 2014 Core Performance Concepts Inc.
Compare Yourself to Your Peers
Want to know how you measure up to
others in project management?
� Use the link distributed to all participants on
Monday following the session to answer 10
questions about today’s topic.
� Receive a summary of responses so that you
can compare yourself to your peers.
© 2014 Core Performance Concepts Inc.
2014 Fundamentals Webinar Series
The 2nd Wednesday of Every Month
� 8:00 am Pacific Time
Topics
� Aug 13 – Troubleshooting 101 (NEW!)
� Sept 10 – Influencing 101 (NEW!)
� Oct 8 – Lessons Learned Basics (NEW!)
� Nov 12 – Requirements Tools & Techniques (NEW!)
� Dec 10 – Difficult Conversations
© 2014 Core Performance Concepts Inc.
Register Ahead of Time
Go to www.projectinsight.net
2 ways to register:
� Training & Support
� Project Insight Calendar
© 2014 Core Performance Concepts Inc.
Earn PDUs
You will automatically receive your PDUs certificate via email after the webinar
For further questions: [email protected]
Earn 1 PDU for each webinar session attended
To register your PDUs go to www.pmi.org and login as a member of PMI to record
continuing education
Select Category B – Continuing Education
� Input start and end dates
� Hours completed: 1
� Provider name: Core Performance Concepts Inc.
� Phone number: 949-859-7004
� URL: www.coreperformanceconcepts.com
� Email address: [email protected]
© 2014 Core Performance Concepts Inc.
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© 2014 Core Performance Concepts Inc.
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© 2014 Core Performance Concepts Inc.
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