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Fundamental

Troubleshooting 101

© 2014 Core Performance Concepts Inc.

Things to Know…


Moderator

Denise Rodriguez

Project Insight

Marketing

[email protected]

www.projectinsight.net


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

[email protected]

www.coreperformanceconcepts.com


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”.


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


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


10 Differentiating Skills

Recognize the need

Take action

Prioritize

Troubleshoot

Handle conflict

Understand process

improvement

Influence

Bring closure

Create great attitudes

Recognize successful

completion


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.


Question for You

What is the value to your

organization if people are

troubleshooting well?


Troubleshooting & Project Costs

Poor troubleshooting skills leads to:

Rework

Wasted time

Unhappy clients

Poor morale


Signs!

“It must be user error”

“It works fine for me”

“The other organization must be

interfacing with our application

wrong”


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



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



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



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


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


Question for You

Can people learn

troubleshooting skills?


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


Improve Your Skills – Root Cause

Once you find an issue, don’t stop

Alternative use cases

Alternative causes for the symptoms

Escalation path

Communication


Question for You

How can you measure

effective troubleshooting?


Project Insight


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


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 ???


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.


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 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


Register Ahead of Time

Go to www.projectinsight.net

2 ways to register:

� Training & Support

� Project Insight Calendar


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]


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