Professional Documents
Culture Documents
Table of Contents
PURPOSE
Purpose
The purpose of this document is to provide guidance to individuals tasked with documenting lessons
learned.
In establishing these guidelines, we are at the same time providing a type of lesson learned language. This
is done in order to create a structure upon which to build a method to address what has in the past been a
significant challenge. That challenge is, utilizing lessons learned to drive improvement.
While lessons learned are sometimes positive in nature, the focus of this document is to avoid problems
that resulted in negative lessons. Positive Lessons will be addressed in a future write up.
Then, you may have identified a training issue and not a lesson learned.
While training may be required, a simple reminder can be used. The Global Lessons Learned site is
incorporating reminders for key tasks where process documents are insufficiently available or
additional community awareness is warranted to prevent significant losses.
Lessons Learned and Known Business Risks:
Risk is an inherent part of IBMs business. Some risks are considered normal business risk. There may
be an inclination to cite these business risks as the root cause of a lesson learned. However, since these
risks represent known challenges, the IBM team should have documented mitigating strategies already
included as part of their risk management process, eliminating the need to reiterate them as lessons
learned.
Example: IBM recognizes that the effort to prepare a solution estimate for a large outsourcing bid is
always under a time constraint, is highly complex, and usually contains many unknowns. Since these
are known and expected, these are considered by the Global Lessons Learned team as business risks
and should be managed as such.
This is not to say that actions should not be taken on the above examples. However, they are not the main
focus of the Global Lessons Learned initiative.
involved in the event are available for interviews. Formal RCAs should be performed when the impact is
most significant. Some business units establish guidelines for when Formal RCAs must be performed.
Informal RCAs may be used when a Formal RCA is not required. Informal RCAs should still follow a
structured process. A method to perform an Informal Root Cause is found in the Informal RCA process
document available in the Global Lesson Learned site.
Once an RCA has been performed (formal or informal), review the issue to determine if it meets the
definition of Lesson Learned. If it does, it is time to write the Lesson Learned.
Consider this:
A person may only read the Issue section to determine if your lesson learned has value.
Quiz
Problem: Cannot drive the car.
Which is more likely the root cause?
The wheel is damaged, or
The owner was talking on the cell phone
while driving.
2.
3.
The impact of our Joint Verification problem could be represented in the following way:
Remember: An impact should answer how one of the following areas was negatively affected:
1.
2.
3.
4.
5.
6.
7.
Customer satisfaction
Project Timelines
Planned resources
Controlled scope
IBMs ability to meet contractual obligations
Risk profile
IBMs reputation
8.
Costs
2.
3.
4.
Document: Summarize the results of the Joint Verification process. Include all pertinent
information. Examples include baselines, counts, calculations, assumptions (both internal
and external), and other related information.
5.
Costs: Review all the changes for cost case impacts. Supply revised costs to the Financial
Analyst. Engage a pricer, if appropriate.
6.
Customer Review: The PE should communicate the relevant results of the joint verification to
the customer.
7.
Contract: Incorporate the findings into the contract language (via PCR/amendment).
Solution Team:
1.
Identify: List all outstanding areas that are to be reviewed as part of the Joint Verification
project. Include any dependencies or client responsibilities.
2.
Plan: Develop a project plan that covers all necessary tasks, milestones, and deliverables.
Carefully consider the time estimates when multiple countries are included.
3.