Template: Workgroup Workflow Troubleshooter

Purpose
This form is designed to assist a project manager with troubleshooting the performance of a workgroup through a complete analysis of the components of workgroup performance 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 the following components: Inputs (training, tools, data), Outputs (deliverables, products), the Work Process itself, Feedback (during process and post-project), Organizational Impact (measures, metrics, initiatives) and Requirements & Stipulations (standards, customer requirements, regulatory compliance, expectations).

Instructions
1. Assemble the workgroup to complete the form (with or without facilitation). Use the listed potential problems to stimulate identification of other potential problems in the workgroups workflow. 2. Proceed through the workflow components in order. Complete one workflow component before proceeding to the next. 3. Check each box in the left-hand column that applies, adding new items as appropriate. Then add a detailed description in the right-hand column. 4. After the Table 1 has been completed, complete Table 2 by discussing action items necessary to eliminate the workgroup workflow problems identified.

Example Workflow Component and Potential Problems 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

Detailed Description 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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Workgroup Workflow Troubleshooter

Table 1. Workgroup Workflow Troubleshooter Workflow Component and Potential Problems 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or business initiatives unclear or not communicated Business case for project/workgroup activities does not exist or is obsolete Inadequate metrics to show organizational results of workgroup outputs Strategic plans or business initiatives have changed, putting usefulness of deliverables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

Detailed Description

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 workgroup activities or deliverables

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Workgroup Workflow Troubleshooter

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 workgroup Process, which is analyzed below) Insufficient quantity of workers in workgroup All stakeholders (suppliers) have not provided inputs in a timely way

2007 gantthead.com

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Workgroup Workflow Troubleshooter

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

2007 gantthead.com

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Workgroup Workflow Troubleshooter

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 status or 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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Workgroup Workflow Troubleshooter

Notes: Ensure that actions are completed in time for success in current project whenever possible. This may mean an adjustment in other deadlines, which will in turn require agreement by affected parties. One action item should be to formally modify the workgroup process to eliminate or minimize the same problems in the future.

2007 gantthead.com