Capturing and Applying Lessons Learned Sandra F. Rowe, PMP, MBA, MSCIS 2012 National BDPA Technology...

Capturing and Applying Lessons

LearnedSandra F. Rowe, PMP, MBA, MSCIS

2012 National BDPA Technology ConferenceAugust 1, 2012

Course Introduction

Administration

Place name on card tents Discuss break Assign a timekeeper Send around sign-in sheet Remind participants to silence phones

Purpose

The purpose of this course is to provide you with the necessary knowledge, skills, tools and techniques to effectively capture and apply lessons learned

Course Objectives

Suggest a methodology for the capture, classification, storage and dissemination of lessons learned

Discuss lessons learned tools and techniques Discuss the use of lessons learned Share lessons learned best practices

Course Delivery Strategy

This course is highly interactive to encourage participants to ask questions and share their experiences

Instructional design methods includes lectures, group discussions and practical exercises to achieve course objectives

Review and reinforcement activities at the end of each section

Participants will be able to develop a learning journal

Introductions

Participant Name Background Previous lessons learned experience

Instructor

Course Outline

Course Introduction Section 1: Lessons Learned Overview Section 2: Capturing Lessons Learned Section 3: Applying Lessons Learned Section 4: Lessons Learned Best Practices Section 5: Lessons Learned Research

Exercise: Your Expectations

1. Take one minute to list what you expect to learn in this course

2. Share one expectation with the class

Introduction Exercise

Section 1: Lessons Learned Overview

Course Outline


Section Overview

This section includes the following: A discussion on learning An introduction to a lessons learned process

Section Learning Objectives

At the end of this section you will be able to: Discuss the importance of learning Discuss the components of a lessons learned

process

Lessons Learned Defined

The learning gained from the process of performing the project. Lessons learned may be identified at any point. Also considered a project record, to be included in the lessons learned knowledge base

Source: Adopted from the PMBOK® Guide -Third Edition

Common Beliefs

Every project is different and learning from one project is not applicable to other projects

There is not enough time for learning. We have to complete the project.

Nothing ever happens after lessons learned are captured.

Discussion: Learning

Are you learning from project to project?

Is your organization benefiting from this knowledge?

•Project management processes and tools

•Technology•Business processes•Leadership and teamwork

Identify RetrieveStoreAnalyze

Identify comments and recommendations that could be valuable for future projects

Document and share findings

Analyze and organize for application of results

Store in a repository

Retrieve for use on current projects

Capturing Applying

Document

Lessons Learned Process

Summary

In this section we: Discuss the importance of learning Discuss the components of a lessons learned

process

Questions?

Learning Journal

Directions: Spend a few minutes reviewing the material covered in this section. Record your thoughts and ideas for future reference and application.

Thoughts and Ideas Application Plan

Section 2: Capturing Lessons Learned

Course Outline


Section Overview

This section includes the following: Tools to facilitate a lessons learned session A discussion on when to capture lessons learned Suggestions for reporting lessons learned


At the end of this section you will be able to: Facilitate a lessons learned session Document lessons learned Communicate lessons learned

Capturing Lessons Learned

Identify


Document


The more discipline and effort you place in capturing lessons, the more prepared you are to apply the lessons

Identify Document RetrieveStoreAnalyze

Identify Lessons Learned

Identify



Facilitation shifts responsibility from leader to team members

Team members focus on content What you do What is being discussed

Facilitator focuses on process How you do something How things are being

discussed


Facilitator

One who contributes structure and process to interactions so teams are able to function effectively and make high-quality decisions

Source: Bens, Ingrid, Facilitating With Ease!, San Francisco, CA Jossey-Bass, 2005

It is best for someone other than the project manager to facilitate the lessons learned session


Facilitator’s Responsibilities

Identifies participants Defines and assigns roles and responsibilities Determines facilitation tools and techniques Develops session guidelines Provides high-level project overview Identifies categories Prepares agenda


Core Facilitator Practices

Stay neutral Listen Ask questions Paraphrase Summarize Manage Participation Focus Discussions


Lessons Learned Session Agenda

Welcome and introductions Session guidelines Project overview Explanation of categories Project Survey results Lessons learned discussion by category/project questions What went well, what went wrong, what needs to be

improved Wrap-up and next steps


Categories


TestingImplementationDesign

Requirements

Resources Business

ProcessesCommunication

External AreasTechnical

Project Management

Session Guidelines

Selected members make every reasonable effort to be present throughout the lessons learned session.

Criticism of the project and its processes is encouraged

Criticism of people is not permitted Participation is encouraged from everyone; differing

views are healthy. “Discussion tangents” are discouraged


Project Evaluation

Scope SA A N D SD NA

2.1 The business case was sound. 2.2 Project vision, objectives, requirements,

assumptions and constraints were clear.

2.3 Success and acceptance criteria (sustainability: knowledge transfer and support) was clear.

2.4 The deliverables list was complete.

Cost SA A N D SD NA

4.1 The budget was based upon a realistic estimate. 4.2 Estimates and/or prices were accurate. 4.3 Cost control was sufficient.

SA – Strongly Agree, A – Agree, N – Neutral, D – Disagree, SD – Strongly Disagree, NA – Not Applicable


Questionnaire

Project Management Issues were documented and resolved in a timely

manner

The project schedule was distributed to the team

0 1 2 3 4 5AgreeStrongly Disagree

0 1 2 3 4 5Agree Strongly Disagree


Project Questions

1. How could we have improved our estimate of size and effort of our project?

2. Describe any early warning signs of problems that occurred later in the project?

3. Were our constraints, limitations, and requirements made clear to all vendors/contractors from the beginning?


Key Questions

• What went right?• What went wrong?• What needs to be improved?


Key Questions

Project Management - Issues What did we do right?

What did we do wrong?

What do we need to improve?

Issues were identified and recorded in a database

Issues were not resolved in a timely manner

Issues escalation process


Exercise: Identifying Lessons Learned1. Discuss your team structure and

add some project context specifics

2. Use the facilitation tools to identify lessons learned

3. Capture on flip chart

4. Prepare to discuss

Lessons Learned

IdentificationExercise


When to Capture

Planning Different time frames based on project

criticality and complexity At the end of a project At the end of each phase Real time – when you learn the lesson


Real Time Lessons

Document lessons in real time—when they occur


Tickler file Status meetings Special meeting

Document Lessons Learned


Document


Post-Project Review Report

Project background and objective Lessons learned process overview Summary of results

Project strengths – what went well Project weaknesses – what went wrong Recommendations – what we need to improve

Detailed results by knowledge area or category Next steps


Reporting Options

Detailed Report – organized by key fields form the lessons learned template and includes responses gathered during the session

Summary – a one-page brief summarizing the findings and providing recommendations


Reporting Options

Recommendations – Recommendations are actions to be taken to correct findings. The approved actions should be documented and tracked to completion. In some cases the approved action may become a project due to high level of resources required to address the finding.


Communicate

Establish standard reports Easy to generate Easy to read

Share lessons learned with project team members

Share lessons learned with other project teams


Discussion: Communicate Lessons LearnedWhat are some ways to communicate lessons learned

Summary

In this section we: Discussed how to facilitate a lessons learned

session Discussed how to document lessons learned Discussed how to communicate lessons learned

Questions?

Learning Journal



Section 3: Applying Lessons Learned

Course Outline


Section Overview

This section includes the following: How to determine the root cause of lessons How to use lessons learned for risk mitigation Introduction to the Lessons Learned Input

Template Suggestions for using lessons learned


At the end of this section you will be able to: Determine the root cause of lessons Use lessons learned for risk mitigation Use the Lessons Learned Input Template Discuss opportunities to use the lessons learned

Applying Lessons Learned

Analyze


Store


Retrieve


Analyze Lessons Learned


Analyze


Root Cause Analysis

Identify causes not symptoms or effects Further analyze each cause until the root

cause is determined Document root cause Consolidate, prioritize and assign root causes

for follow up Implement solutions


Exercise: Root Cause Analysis

1. With your team select a lesson and conduct a root cause analysis

2. Prepare to share

Root Cause AnalysisExercise


Solutions

ProcessesDocumentatio

n

Procedures

Training


Risk Mitigation

Review project risks and determine if there is something that can be done at the organizational level

Communicate business risks to the project sponsor


Final Analysis

Determine process improvements Determine training needs/update existing

training programs Determine which lessons should be

communicated to other teams and how this communication will occur

Determine which lessons should be stored in the repository


Store Lessons Learned


Store


Lessons Learned Input Template

Category Lesson learned Action taken How did you arrive at

the action Root cause Key words

Lessons Learned


Key Words

Data fields to aid search One of the determinants of success in

utilizing lessons learned Key words: vendor, process improvement,

software upgrade



Store lessons leaned in a manner that allows user to easily identify applicable lessons learned through information searches

Stored lessons learned should be periodically reviewed for usefulness


Exercise: Input Template

1. Individually fill out the Lessons Learned Input Template

Input TemplateExercise



Store lessons Project library Lessons learned repository

A resource should be responsible for maintaining the library/repository

Project managers should make sure their lessons are stored


What Is the Best Tool?

There is no one answer Work with Company software currently

available Must have reasonable access across the

Company’s intranet or LAN


Successful Software Tool

Establish standard template to capture lessons learned information

Create easy to use software screens for data entry Create easy to use search capability on key data

fields and key words Develop easy to read output reports Provide ability to generate metrics reports


Lessons Learned Tool Examples

IBM: LotusNotes Novel: Linux Systems, Linux Desktop,

OpenOffice, iFolder Microsoft: SharePoint, Word, Excel, Access Oracle


Retrieve Lessons Learned


Retrieve



Review lessons learned at the beginning of the project

Review lessons learned throughout the project

Share information with the team Risk mitigation



Review lessons learned before starting a new project Share previous lessons learned with project

leadership and discuss the approach for the current project

Discuss lessons learned with the project team during the project kick-off meeting


Summary

In this section we: Determined the root cause of lessons Discussed how to use lessons learned for risk

mitigation Used the Lessons Learned Input Template Discussed opportunities to use the lessons

learned

Questions?

Learning Journal



Section 4: Lessons Learned Best Practices

Course Outline


Section Overview

This section includes the following: Lessons Learned Best Practices


At the end of this section you will be able to: Communicate lessons learned best practices

Discussion: Best PracticesWhat are some Lessons Learned Best Practices

Lessons Learned Best Practices Review lessons learned from previous projects at the

beginning of your project Conduct lessons learned sessions at various times

throughout the life of your project Use facilitation tools and lessons learned templates Allow time for real time lessons Use templates to allow for consistency Perform a root cause analysis on project problems and

engage the appropriate resources to implement solutions. Store lessons in a repository that has key word search

capability Have leadership involvement

Make it Happen

The project manager should communicate the lessons learned process and expectations and strongly encourage the team to participate

The project team should be on the look out for best practices and areas for improvement and communicate them at the appropriate times

PROJECTSUCCESSPROJECTSUCCESS

Summary

In this section we: Discussed Lessons Learned Best Practices

Learning Journal



Section 6: Lessons Learned Research

Course Outline


Lessons Learned Culture

What does it take for a culture to support lessons learned?

Exploring Lessons Learned: A Qualitative Study on Knowledge Sharing for IT Program ManagementCentral Question: How does the use of lessons learned facilitate knowledge sharing for IT program management?

What are program stakeholders’ perceptions of the role (capture and use) of lessons learned in knowledge sharing in IT program management?

How are lessons learned captured for knowledge sharing in IT program management

How are lessons learned used for knowledge sharing in IT program management?

What do program stakeholders perceive to be the facilitators and barriers to capturing and using lessons learned for the benefit of knowledge sharing among current and future projects within IT programs?

Questions?

Contact Information

Sandra F. Rowe, PMP, MBA, MSCIS

[email protected]

248 376-0991

Capturing and Applying Lessons Learned Sandra F. Rowe, PMP, MBA, MSCIS 2012 National BDPA Technology...

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