Activity: Handle Exceptions and Problems

Purpose To initiate appropriate corrective actions to problems & exceptions arising in the project
Steps Evaluate exceptions and problems Determine appropriate corrective actions Issue Change Requests and/or Work Orders
Input Artifacts: Status Assessment Problem Resolution Plan Configuration Management Plan	Resulting Artifacts: Change Request Work Order
Frequency: As required during an iteration
Worker: Project Manager

Workflow Details:

Core Workflow: Project Management

Monitor & Control Project

A Status Assessment is created in the regularly scheduled Report Status activity. Each Status Assessment identifies any problems or "things gone wrong". These can be project problems (e.g. deviations from plans, personnel), product problems (defects, requirements ambiguities, technology deficiencies), and realized risks. The Status Assessment also identifies any exceptions that occur. Exceptions can be thought of as issues that are barriers to project progress (e.g. availability of equipment, availability of key individuals to answer questions, difficulty getting a decision made).

The project manager invokes this Handle Exceptions and Problems activity to address any problems or issues as they become known.

Evaluate Exceptions and Problems

The first step is to evaluate each of the problems/issues identified in the Status Assessment. Most projects run a regular (often weekly) "Issues Meeting" for this purpose attended by the project manager, architect & team leads. For each problem/issue you need to identify the cause, its impact on the project, and determine what your options are to resolve it. You should also determine if the possible solutions are within the authority of the project team to implement.

Determine Appropriate Corrective Actions

Next, for each problem/exception, select the preferred approach for resolution and determine the steps you need to take to implement it. If this approach will require a change to the Software Development Plan or the product's requirements or design, you will need to create a Change Request and implement the change following the project's Configuration Management Plan. If the approach does not change one of the baselined plans then the solution can be implemented by the project manager issuing a new Work Order. In either case, if the preferred solution is beyond the authority of the project team the issue should be escalated to the Project Review Authority for resolution.

Issue Change Requests and/or Work Orders

Once the corrective action for each problem or exception has been determined, and any necessary approvals, the project manager documents the work involved and raises Change Requests and/or Work Orders to initiate the work.