CMMi - IWM - Service Industry PPT

1. INTEGRATED WORK MANAGEMENT
(IWM)

2. PURPOSE:
The purpose of Integrated Work Management
(IWM) is “establish and manage the work and the
involvement of relevant stakeholders according
to an integrated and defined process that is
tailored from the organization’s set of standard
processes (defined process for the work)”.

3. Need of IWM
 Software development is a kind of all
new stream in world business and
there’s very little experience in
building software products.
 Most software products are tailor
made to fit client’s stipulations.
 The image depicts triple constraints for software projects.
 It is an essential part of software organization to deliver
quality product, keeping the cost within client’s budget
constrain and deliver the project as per scheduled (Time).
 There are several factors, both internal and external, which
may impact this triple constrain triangle.
 Any of three factor can severely impact the other two.

4. Defined process for the
work:
✮ Define processes needed to
identify, define, combine, unify &
coordinate the various processes
and activities within the process
groups.
✮ Defining a simple and crystal
clear process helps the
organization to fruition the
desired result with the fullest
efficiency.
The process area also addresses the
coordination of activities such as:
1. Development activities
(Requirements development design,
verification))
2. Service activities (delivery, help desk,
customer contact)
3. Acquisition activities (Agreement
monitoring, solicitation)
4. Support activities (training,
marketing, documentation)

5.  Establishing the defined process at work startup by tailoring the
organization’s set of standard processes
 Managing the work using the defined process
 Establishing the work environment for the work based on the
organization’s work environment standards
 Establishing teams that are tasked to accomplish work objectives
 Using and contributing to organizational process assets
 Enabling relevant stakeholders’ concerns to be identified, considered,
and, when appropriate, addressed during the work
Integrated Work Management involves the
following activities:

6. Ensuring that relevant
stakeholders…….
(1)Perform their tasks in a coordinated and
timely manner to reduce the time consumption
and increase the output
(2)Address their requirements, plans, objectives,
problems, and risks to improve the efficiency
and ensure their smugness.
(3)Fulfill their commitments and ensure they are
self satisfied; and
(4)Identify, track, and resolve coordination
issues to reduce the risks.

7. How to manage the work effort, cost, schedule,
staffing, risks and other factors?
STAFFING
☛ Managing People / Human resources
☛ Act as leader
☛ Liaison with stakeholders
☛ Setting up reporting hierarchy etc.
☛ Managing Projects efficiently
☛ Defining and setting up project scope
☛ Managing project management activities
☛ Monitoring progress and performance
☛ Risk analysis at every phase
☛ Take necessary step to avoid or come out of
problems
☛ Act as project spokesperson
☛ Delegation of authority
RISK SCHEDULE
☛ Breaking down the project tasks into smaller,
manageable form
☛ Finding out various tasks and correlate them
☛ Estimating time frame required for each task
☛ Dividing time into work-units
☛ Assigning adequate number of work-units for
each task
☛ Calculating total time required for the project
from start to finish
MONITOR
MANAGE
CATEGORIZE
IDENTIFICATION

8. TIME
☛ Once size and efforts are estimated, the
time required to produce the software
can be estimated.
☛ Efforts required is segregated into sub
categories as per the requirement
specifications and interdependency of
various components of software.
☛ The tasks can be scheduled on day-to-
day basis or in calendar months.
☛ The sum of time required to complete
all tasks in hours or days is the total
time invested to complete the project.
COST
For estimating project cost, it is required to
consider,
☛ Size of software
☛ Software quality
☛ Hardware
☛ Additional software or tools, licenses etc.
☛ Skilled personnel with task-specific skills
☛ Travel involved
☛ Communication
☛ Training and support

9. SPECIFIC PRACTICES BY GOALS
SG 1 Use Defined Process for the Work SG 2 Coordinate and Collaborate with Relevant
stakeholders
SP 1.1 Establish the defined process SP 2.1 Manage Stakeholder Involvement
SP 1.2 Use Organizational process Assets for Planning
Work Activities
SP 2.2 Manage dependencies
SP 1.3 Establish the Work Environment SP 2.3 Resolve coordination issues
SP 1.4 Integrate Plans
SP 1.5 Manage the Work Using Integrated Plans
SP 1.6 Establish Teams
SP 1.7 Contribute to Organizational Process Assets

10. SP 1.1 Establish the Defined Process for the Work
Factors:
 Stakeholder requirements
 Commitments
 Organizational process needs and
objectives
 The organization’s set of standard processes
and tailoring guidelines
 The operational environment
 The business environment
 The service delivery environment
• Establish and maintain the defined
process from startup and throughout
the work.
Example Work Products:
1. The defined process for the work.

11. 1. Select a lifecycle model from the ones available in
organizational process assets.
2. Select standard processes from the organization’s set of
standard processes that best fit the needs of the work.
3. Tailor the organization’s set of standard processes and
other organizational process assets according to tailoring
guidelines to produce the defined process for the work.
4. Use other artifacts from the organization’s process asset
library as appropriate.
5. Document the defined process for the work.
6. Conduct peer reviews of the defined process for the work.
7. Revise the defined process for the work as necessary.
SUB PRACTICES

12. SP 1.2 Use Organizational Process Assets for Planning
Work Activities
 Use organizational process assets and the measurement repository for
estimating and planning work activities
 When available, use results of previous planning and execution activities
as predictors of the relative scope and risk of the effort being estimated.
Example Work Products:
1. Work estimates
2. Work plans

13. 1. Use the tasks and work products of the defined
process for the work as a basis for estimating
and planning work activities.
2. Use the organization’s measurement repository
in estimating the work planning parameters.
SUB PRACTICES
The estimate typically includes the
following:
• Appropriate historical data from this
work or similar work
• Similarities and differences between the
current work and work from which
historical data will be used
• Validated historical data
• Reasoning, assumptions and rationale
used to select the historical data
Examples of parameters
Work product & task attributes
Application domain
Service system and it’s components
Operational or delivery environment
Experience of the people

14. ExamplesofData
EFFORT
COST
SCHEDULE
STAFFING
SIZE OF WORK PRODUCTS OR OTHER WORK PRODUCT ATTRIBUTES
RESPONSE TIME
SERVICE CAPACITY
QUALITY
SUPPLIER PERFORMANCE

15. SP 1.3 Establish the Work Environment
 An appropriate work environment for the work comprises an infrastructure of
facilities, tools & equipment that people need to perform their jobs effectively
in support of business and service objectives.
Example Work Products:
o Equipment and tools for the work
o Installation, operation & maintenance manuals for the work environment
o User surveys and results
o Use, performance, and maintenance tools
o Support services for the work environment

16. SUB
PRACTICES
1. Plan, design & install a
work environment
2. Provide ongoing
maintenance & operational
support for the work
environment
3. Maintain the qualification
of components of the work
environment
4. Periodical review how well
the work environment is
meeting work activity needs
& supporting collaboration,
and take action as
appropriate

17. SP 1.4 INTEGRATE PLANS
 Integrate the work plan and other plans that affect the work to
describe the defined process for the work.
 The work plan should include plans for service system
development and service delivery as appropriate.
 The development of the work plan should account for current
and projected needs, objectives, and requirements of the
organization, customer, suppliers and end users as appropriate.
Example Work Products:
• Integrated plans

18. SUB PRACTICES
Integrate other plans that affect the work with the work plan
Incorporating the definitions of measures & measurement activities for managing the work
Identify & analyze product and work group interface tasks
Schedule tasks in a sequence that accounts for critical development, delivery factors & work risks
Incorporate plans for performing peer reviews on work products
Incorporate the training needed to perform the defined process into the training plans
Establish objective entry and exit criteria to authorize the initiation & completion of tasks
Ensuring the work plans compatibility with plans relevant to the stakeholders
Identify how conflicts will be resolved that arise among relevant stakeholders

19. SP 1.5 Manage the Work Using Integrated Plans
 Manage the work using the work plan, other plans that
affect the work, and the defined process for the work.
Example Work Products:
 Work products created by performing the define process
for the work
 Collected measures and status records or reports
 Revised requirements, plans and commitments
 Integrated plans

20. SUB
PRACTICES
1. Implement the defined
process using the organization’s
process asset library
2. Monitor and control the work
activities and work products
using the defined process for
the work, work plan & other
plans that affect the work
3. Obtain & analyze selected
measurements to manage the
work and support organization
needs
4. Periodically review and align
the service performance with
current and anticipated needs,
objectives & requirements of
the org., customer & end users
as appropriate
5. Address causes of selected
issues that can affect work
objectives

21. SP 1.6 ESTABLISH TEAMS
 The work is managed using teams that reflect the organizational rules and
guidelines for team structuring, formation and operation.
 One of the best ways to ensure coordination and collaboration with
relevant stakeholders is to include them on the team.
Example Work Products:
 Documented shared vision
 List of members assigned to each team
 Team charters
 Periodic team status reports

22. SUB PRACTICES
Establish & maintain the work
group’s shared mission
Establish & maintain the team
structure
Establish & maintain each
team
Periodically evaluate the team
structure and composition

23. SP 1.7 Contribute to Organizational Process Assets
 Contribute process related experiences to organizational process
assets
Example Work Products:
1. Proposed improvements to organizational process assets
2. Actual process and product measures collected from the work
3. Documentation (e.g., exemplary process descriptions, plans, training
modules, checklists, lessons learned)
4. Process artifacts associated with tailoring and implementing the
organization’s set of standard processes for the work.

24. 1. Propose improvements
to the organizational
process assets
2. Store process and
product measures in the
organization's
measurement
repository
3. Submit
documentation for
possible inclusion in the
organization's process
asset library
4. Document lessons
learned from the work
for inclusion in the
organization's process
asset library
5. Provide process artifacts
associated with tailoring and
implementing the
organization’s set of
standard processes in the
support of the organization’s
process monitoring activities SUB
PRACTICES

25. SG 2
Coordinate and Collaborate with Relevant
Stakeholders

26. SP 2.1 MANAGE STAKEHOLDER INVOLVEMENT
 Stakeholder involvement is managed according to the
integrated plan and defined process for the work.
Example Work Products:
• Agendas and schedules for collaborative activities
• Recommendations for resolving relevant stakeholder
issues
• Documented issues (e.g., issues with stakeholder and
services system requirements, architecture, design.

27. SUB PRACTICES:
1. Coordinate with
relevant stakeholders
who should participate
in work activities.
• The relevant
stakeholders should
already be identified
in the work plan.
2. Ensure Ensure work
products that are
produced to satisfy
commitments meet the
requirements of the
recipients.
• The work products
produced to satisfy
commitments can be
services.
3. Develop
recommendations and
coordinate actions to
resolve misunderstandings
and problems with
requirements.

28. SP 2.2 MANAGE DEPENDENCIES
 Participate with relevant stakeholders to identify,
negotiate and track critical dependencies.
 Defects, issues and action items resulting from
reviews with relevant stakeholders.
 Critical dependencies
 Commitments to address critical dependencies
 Status of critical dependencies.

29. SUB PRACTICES:
Conduct reviews with relevant
stakeholders
Review and get agreement on
commitments to address each
critical dependency with those
who are responsible for
providing or receiving work
product or services
Identify each critical
dependency
Document critical
dependencies and
commitments
Establish need dates and plan
dates for each critical
dependency based on the
work schedule
Track the critical dependencies
and commitments and take
corrective actions as
appropriate.

30. SP 2.1 Resolve Coordination Issues
Example of Coordination issues:
 Service system requirements and design defects
 Late critical dependencies and commitments
 Product level problems
 Unavailable critical resources or staff
Example Work Products
1. Relevant stakeholder coordination issues
2. Status of relevant stakeholder coordination
issues

31. SUB PRACTICES:
1. Identify and document
issues
4. Escalate to appropriate
managers the issues not
resolvable with relevant
stakeholders
2. Communicate issues to
relevant stakeholders
5. Track issues to closure
3. Resolve issues with relevant
stakeholders
6. Communicate with relevant
stakeholders on the status
and resolution of issues.