Quality problems can arise on any project, and can take on
many forms. Many of the problems are minor irritants that keep you from
implementing the most optimal solution, but nevertheless can be tolerated. Many
need to be resolved before you can implement your solution. A few of them are
“show-stoppers.” All of these problems can be resolved using similar
techniques. Obviously the larger the problem, the more complex the solution
might be. However, the same basic problem solving approach can be applied to
each situation.
When you have problems, guessing the cause of the problem
rarely works. A structured approach works much better. You want to not only
resolve this particular problem, but you also want to understand the problem
well enough to ensure that it does not occur again.
Use the following general process to identify and resolve
quality problems.
1. Identify the problem or symptom
You shouldn’t assume that everyone knows the problem
already. Take the time to document the problem in clear terms that everyone can
understand. Make sure to also explain the impact of the quality problem to the
project. The first rule of problem resolution is that if you can’t define the
problem, you can’t resolve it.
2. Identify the root cause
Try to identify the root cause of the problem and explain
how the root cause ultimately results in the problem that has arisen. If you
can’t track the root cause to the perceived problem, you haven’t taken your
investigation far enough. There are a number of problem-solving techniques you
can utilize, including root cause analysis and Fishbone Diagrams.
3. Determine alternatives and impacts
Once the cause is identified, you should look at the
alternatives and the impact of each alternative. Although it’s best to try to
solve the root cause of the problem, sometimes it’s not possible and sometimes
it’s not cost effective. In these instances, you might need to look at
alternatives that resolve the symptoms of the problem. Sometimes there’s a very
obvious solution that needs to be implemented. However, in many cases there are
a number of potential alternatives. For each alternative, they should also
address the impact to the project in terms of costs, benefits, and risks. It’s
worthwhile to make sure you look at the solutions as holistically as possible,
so that you can make select the best alternative.
4. Select the best alternative
Depending on the severity of the problem, the project team
may be able to choose the best alternative to the problem. If the problem is
large enough, your sponsor and management stakeholders may need to be involved
as well.
5. Execute
A mini-plan is put into place to address the quality problem
and implement the chosen alternative. These activities should be moved into the
project workplan to ensure that they are performed
6. Monitor
The resolution plan needs to be monitored to ensure that the
quality has improved as expected. If the quality has improved or is moving in
that direction, you may allow the plan to continue. However, if the quality is
not improving as expected, further corrective action may be required.
