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Template: Workgroup Workflow Troubleshooter
Purpose
This form is designed to assist a project manager with troubleshooting the performanceof a workgroup through a complete analysis of the components of workgroupperformance success. The workflow components are used here are generally controlled
within a project.
The assumption is that workflow can be completely and accurately described by thefollowing components: Inputs (training, tools, data), Outputs (deliverables, products), theWork Process itself, Feedback (during process and post-project), Organizational Impact(measures, metrics, initiatives) and Requirements & Stipulations (standards, customerrequirements, regulatory compliance, expectations).
Instructions
1. Assemble the workgroup to complete the form (with or without facilitation). Use thelisted potential problems to stimulate identification of other potential problems in theworkgroups workflow.
2. Proceed through the workflow components in order. Complete one workflowcomponent before proceeding to the next.
3. Check each box in the left-hand column that applies, adding new items asappropriate. Then add a detailed description in the right-hand column.
4. After the Table 1 has been completed, complete Table 2 by discussing action itemsnecessary to eliminate the workgroup workflow problems identified.
Example
Workflow Component and
Potential Problems
Detailed Description
Workgroup Process
The process to be used has not
been defined adequately
Problems associated with
individual interactions within
workgroup (conflict, unresolved
disagreements, etc.)
Inadequate staffing (recruiting &
selection) Links with other
workgroups/individuals
inadequately defined
The step where analysts interact with
new outside vendors has not been
defined and this leads to missed
deadlines or inadequate analyst reports.
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Table 1. Workgroup Workflow Troubleshooter
Workflow Component and
Potential Problems
Detailed Description
1. Organizational Impact
Connection of workgroup
activities to existing strategic
plans or business initiatives
unclear or not communicated
Business case for
project/workgroup activities
does not exist or is obsolete
Inadequate metrics to show
organizational results of
workgroup outputs
Strategic plans or business
initiatives have changed,putting usefulness of
deliverables and products of
workgroup in doubt
2. Outputs
Incomplete list of required
workgroup outputs
Inaccurate list of required
outputs
Output(s) are not clearly related
to or supporting desired
Organizational Impact (above)
One or more expected outputs
are not appropriate to
workgroup (perhaps should be
the responsibility of another
workgroup)
Business case does not justify
one or more workgroupactivities or deliverables
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3. Inputs
All inputs needed for each
output have not been identified
Inadequate information
Required data has not been
provided
Data arrived later then planned
Required data was of
inadequate quality
Inadequate training of
workgroup
Inadequate tools/equipment
provided
Inadequate orientation of
workgroup to project
Lack of work rules for
workgroup (beyond workgroupProcess, which is analyzed
below)
Insufficient quantity of workers
in workgroup
All stakeholders (suppliers)
have not provided inputs in a
timely way
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4. Requirements & Constraints
Lack of requirements and
stipulations (customer
requirements, quality
requirements, legal/compliance
requirements, organizational
expectations and standards,
etc.)
Budget not clearly defined or
communicated
Deadlines, including
intermediate deadlines, not
clearly identified or
communicated
Quality requirements not
adequately identified or
communicated Project-specific process
additions (extra reporting,
communications, etc.) not
defined or communicated
Scope of workgroup activities
not clearly identified or
communicated
Expectations (perhaps
undocumented and related to
work environment or
organizational culture) conflict
with documented requirements
and standards
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5. Workgroup Process
Inadequately defined process
Problems associated with
individual interactions within
workgroup (conflict,
unconstructive interactions,
unresolved disagreements, etc.)
Inadequate staffing (recruiting
& selection)
Links with other
workgroups/individuals
inadequately defined
6. Feedback
Adequate information on statusor progress during project work
not received by workgroup
Adequate feedback on status,
progress or success not
received after project activities
are completed
Inadequate coaching (feedback
was not timely, accurate, etc.)
Effectiveness of workgroup
process used is not assessed
after each iteration
There is not enough feedback
showing what has been
completed correctly, the current
emphasis being on responding
to deliverable
errors/inadequacies.
Stakeholders are not sharing
feedback in a timely fashion
Table 2. Workgroup Workflow Improvement Action Items
Performance Improvement Action Items
Action Responsible Deadline
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Notes: Ensure that actions are completed in time for success in current projectwhenever possible. This may mean an adjustment in other deadlines, which will in turnrequire agreement by affected parties.
One action item should be to formally modify the workgroup process to eliminate orminimize the same problems in the future.
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