Concepts
When preparing for the PMI Agile Certified Practitioner (PMI-ACP) exam, it is crucial to understand how to ensure that issues are resolved by the appropriate team members. It is also essential to know how to reset expectations in light of any problems that cannot be resolved. This way, the value delivered can be maximized. The best approach to this hinges on sound problem management and communication techniques suited to an agile environment.
Agile Project Management and Issues Resolution
Agile project management is centered around flexibility, collaboration, and customer orientation. It emphasizes the resolution of issues, but not just any resolution. The focus is on appropriate resolution; ensuring that the right people address the problems based on their skills, responsibilities, and availability. Furthermore, unresolved issues should not deter optimal project operations. Here, resetting expectations becomes a necessary aspect.
Assessing the Issue
The first step, when faced with an issue, is understanding the problem at a granular level. This involves investigating the root cause of the problem and comprehending its potential impacts.
For example, if the issue involves a software bug causing system crashes, the problem will be tasked to the software engineers or developers on the team. They are the appropriate team members in this scenario, as they possess the specific skills and knowledge to address such issues.
Assigning the Issue
The second step evolves around delegation. The issue needs to be assigned to the appropriate team member or group. The assignment process should be clearly defined, void of power politics and entirely based on skills and knowledge required for the issue resolution.
Using the previous example, the project manager wouldn’t assign the software bug issue to the marketing team, as they lack the technical competencies to resolve it. Moreover, doing so would likely create frustration, waste resources, and delay resolution.
Communication in Resetting Expectations
Sometimes, not all issues can be resolved. It could be due to the lack of resources, time, or simply because a solution does not exist. In such cases, it is imperative to reset expectations to avoid disappointment or broken promises. This is achieved primarily through effective communication.
| Prior Expectations | Issues Arose | Reset Expectations |
|---|---|---|
| Software with no bugs | Bugs discovered in some modules | A bug-free software no longer attainable. Expect some bugs and accompanying fixes. |
For instance, suppose the software development team can’t resolve all bugs before the delivery date. In that case, the project manager should communicate to the stakeholders, clearly describing the situation, its complexities, the efforts made to resolve it, and what to expect going forward.
In conclusion, an agile project manager must ensure that the resolution of issues is conducted by the appropriate team members. If issues cannot be resolved, expectations need to be reset to match the new reality. Both of these elements facilitate the maximization of value delivered in agile projects. Through a robust understanding of these practices, you can excel in the PMI-ACP exam and your professional role.
Answer the Questions in Comment Section
True or False: A project manager should always handle all issues themselves to ensure they are resolved correctly.
- Answer: False
Explanation: It is important to ensure issues are resolved by appropriate team members as everyone has unique expertise and capabilities.
Which of the following is a proper approach for a project manager dealing with non-resolvable issues?
- a) Ignore them since they can’t be resolved.
- b) Hide them from the team to avoid demoralizing the members.
- c) Reset expectations in light of these issues.
- d) Blame a team member for the issue.
Answer: c) Reset expectations in light of these issues.
Explanation: The best approach when an issue can’t be resolved is to revisit and adjust the expectations accordingly.
The most effective way to maximize the value delivered in a project is to:
- a) Delegate all tasks to the most skilled team member.
- b) Resolve all issues yourself as a project manager.
- c) Ensure issues are addressed by the right team members.
- d) Avoid any issues by planning everything meticulously.
Answer: c) Ensure issues are addressed by the right team members.
Explanation: Delegating the resolution of issues to those most skilled or capable to handle them often leads to a more effective resolution, hence maximizing value delivered.
True or False: Resetting expectations in the light of non-resolvable issues can reduce disappointment and foster better acceptance from stakeholders.
- Answer: True
Explanation: If there are issues that can’t be resolved, transparency is essential. Resetting expectations realistically can manage disappointment and facilitate better understanding and acceptance.
The role of a project manager in issue resolution is to:
- a) Solve all issues single-handedly.
- b) Address issues by blaming team members.
- c) Supervise the process without getting involved.
- d) Facilitate the issues to be resolved by appropriate team members.
Answer: d) Facilitate the issues to be resolved by appropriate team members.
Explanation: A project manager should facilitate issue resolution, but not necessarily do all the problem solving themselves.
Multi-select Question: When it comes to issue resolution, which of these practices is recommended for a project manager?
- a) Insist on solving all issues themselves.
- b) Assign issues to the appropriate team member.
- c) Reset expectations when some issues cannot be resolved.
- d) Avoid discussing unresolved issues with stakeholders.
Answer: b) Assign issues to the appropriate team member, c) Reset expectations when some issues cannot be resolved.
Explanation: It is important to delegate tasks to team members best suited to handle them and be transparent with stakeholders if certain issues can’t be resolved.
True or False: A Project manager can single-handedly maximize the value delivered in a project without relying on their team members.
- Answer: False
Explanation: Collaboration is key in project management. Delegating tasks and issues to the correct team members is necessary to maximize value.
Single select: Resetting expectations can:
- a) Cause confusion and uncertainty among stakeholders.
- b) Maximize the value delivered.
- c) Always reduce the project’s success.
- d) Increase the number of issues in the project.
Answer: b) Maximize the value delivered.
Explanation: When some issues can’t be resolved, resetting expectations proactively can actually help align everyone and therefore maximize the value delivered.
A project manager should assign issues to team members based on:
- a) Their availability.
- b) Their expertise.
- c) The ease of the issue.
- d) The project manager’s personal preference.
Answer: b) Their expertise.
Explanation: Skill and expertise should be the determining factors when delegating issue resolution tasks.
True or False: The inability to resolve certain issues necessarily signifies a failure in project management.
- Answer: False
Explanation: Certain issues may be outside the project manager’s control. The ability to manage expectations appropriately in light of such issues is part of successful project management.
Great post! Ensuring issues are resolved by the right team members is key in agile projects.
I completely agree. Resetting expectations is often overlooked but can save a lot of headaches later.
Can anyone share insights on how to effectively reset expectations when a critical issue arises?
What tools do you use for tracking issues and ensuring they are assigned to the right team members?
This blog was very informative. Thank you!
Thanks for sharing this. Very helpful!
It’s crucial to have a strategy for issues that can’t be resolved. Any suggestions?
Not all teams handle issue escalation well. What should be the approach to improve this?