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RCA Name Website over budget Report Date 5/8/2009 RCA Owner Jon B
Root Cause Analysis Report Problem Statement Focal Point Website over budget When Start Date 5/7/2008 End Date 3/12/2009 Unique Timing While launching new website Where Business Unit Website development group Location Seattle, WA Facility 5th floor Actual I mpact Revenue Lost Revenue
Actual I mpact Total:
Cost 475,000.00 $475,000.00
Frequency 4 times per year Frequency Notes The web dev group has projects that go far over budget about 4x year
Report and chart generated by Sologic’s Causelink software. www.sologic.com
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Report Summaries Executive Summary Our agency had an opportunity to build a high-end e-commerce website for a world-class arts organization. This opportunity would allow us to add a marquee client to our portfolio and hopefully gain referrals to similar organizations in the future. Although we knew our margins would be lower than usual, we started the project anticipating a profit. However, a series of events occurred which caused the agency to lose money and deliver the project late. Cause and Effect Summary Many of the causes in this analysis relate to a lack of resources within the agency. Although there are certainly other causes contributing to the project's budget problem, when resources assigned to a project are unavailable it triggers a snowball effect of causes which increase the hours required to complete the work. This includes additional training time, additional meetings, and many instances of re-coding due to the lower experience levels of contract developers when they are assigned to the project. One example is the cause 'Software development team understaffed'. This caused the agency to hire contract developers who were unfamiliar with the API or CMS. It also led to problems with fixing bugs in feature that had already been implemented, such as 3D Secure. Another resource-related cause is 'Multiple SD's not in original dev plan'. If the team could have better anticipated the software resource shortage and planned for multiple developers from the beginning, a lot of time spent on additional planning and duplicate training efforts could have been avoided.
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Solutions ID
1
Label Solution Cause
Description Hire more full time Software Developers understaffed
Note Assigned
Choose
Due Term
2
Solution Cause
Criteria Status
Choose
Cost
Pass Selected $0.00
Only hire contractors familiar with the API contractor hadn't worked with API
Note Assigned
Choose
Due Term
3
Solution Cause
Criteria Status
Choose
Cost
Fail Identified $0.00
Only hire contractors familar with the CMS Contractor hadn't worked with the CMS
Note Assigned
Choose
Due Term
4
Solution Cause
Criteria Status
Choose
Cost
Fail Identified $0.00
Plan for multiple software developers on large projects Multiple SD's not in original dev plan
Note Assigned
Choose
Due Term
5
Solution Cause Note
Criteria Status
Choose
Cost
Pass Selected $0.00
Don't use Ektron CMS for projects that involve load balancing Problems with Ektron CMS
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Assigned
Choose
Due Term
6
Solution Cause
Criteria Status
Choose
Cost
Pass Selected $0.00
Make sure full accessibility scope is understood and accounted for in estimates Design didn't account for UK laws
Note Assigned
Choose
Due Term
7
Solution Cause
Criteria Status
Choose
Cost
Pass Selected $0.00
Implement a process to define and finalize error messages before development no process to gather error msg text
Note Assigned
Choose
Due Term
8
Solution Cause
Criteria Status
Choose
Cost
Pass Selected $0.00
Charge for all out of scope items out of scope changes not charged for
Note Assigned
Choose
Due Term
9
Solution Cause
Criteria Status
Choose
Cost
Fail Identified $0.00
Pad 3D secure estimates to account for risk involved in dealing with multiple parties 3D Secure tested multiple times
Note Assigned
Choose
Due Term
10
Solution
Criteria Status
Choose
Cost
Pass Selected $0.00
Only assign PMs to large projects who are familiar with the API
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Cause
PM unfamiliar with API technology
Note Assigned
Choose
Due Term
Criteria Status
Choose
Cost
Pass Selected $0.00
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Team ID
1
Label First Name
Description Jon
Phone (1) Role
Label Last Name
Description Boisoneau
Phone (2) Project Manager
Group
Email 2
First Name
Stephanie
Phone (1) Role
Last Name
Cook
Phone (2) Quality Assurance
Group
Email 3
First Name
Dan
Phone (1) Role
Last Name
Pfingst
Phone (2) Software Developer
Group
Email 4
First Name
Jennifer
Phone (1) Role Email
Last Name Phone (2)
Technical Analyst
Group
Smith
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Evidence ID
1
Label
Description
Evidence
client testimony
Cause(s)
Client max budget was $650,000 (3,700 hrs) Design didn't account for UK laws UK accessibility laws are more stringent than US Color contrast values defined for UK sites client changed mind several times QA not able to complete all testing in time insufficient training agency wanted the work
Location Link Contributor Type
Choose Document
Quality
2
Evidence
agency testimony
Cause(s)
Marquee client Marquee clients increase sales Marquee clients increase referrals actual hours = 6,425 Software dev (SD) hours over budget actual SD hours = 2,600 SD budget = 1,400 hours Inexperienced developer on project increased development complexity Problems with Ektron CMS hired a SD contractor SD resources needed company resources unavailable understaffed other projects need SD resources multiple SD's overlapping functionality Multiple SD's not in original dev plan project was late added resources business requirements shared components index search not working
Page 8 \ 9 doesn't work in load balanced environment Website load balanced CMS customer support poor WD hours over budget WD Budget was 600 hours error msgs updated several times out of scope changes not charged for Didn't know color contrast values Unaware the values existed Didn't know to look for them Agency decided to accept limited client budget Budgeted QA hours were 430 More builds needed to be tested than planned for Additional resource spec training 3D Secure tested multiple times Tested 67 builds planned for 30 builds features required testing regression testing needed additional QA resources needed resources didn't know the spec didn't set change constraints with client poor client communication no process to gather error msg text client requested changes PM didn't charge project was late relationship in jeopardy testing needed to be done Original QA resources not able to complete it multiple parties involved multiple time zones could not get immediate test results from bank cumbersome process needed testing PM helped with QA Lack of resources Testing required more resources PM helped with spec knowledge transfer PM helped with company policy knowledge PM helped with CMS knowledge New devs required additional mgt PM hours over budget Budgeted PM hours were 600 PM unfamiliar with API technology new to company API is complex
Page 9 \ 9 not enough company resources to train company resources needed to train Knowledgeable emp busy with billable work training time is not billable budgeted hours = 3,700
Location Link Contributor Type
Choose Direct Statement
Quality
3
Evidence
contractor testimony
Cause(s)
contractor hadn't worked with API Contractor hadn't worked with the CMS Testing needed to be completed
Location Link Contributor Type
Choose Direct Statement
Quality
4
Evidence
Hours tracking logs
Cause(s)
Actual WD hours exceeded 600 (1,200) actual SD hours = 2,600 accessibility issues exceeded estimate QA hours over budget Actual QA hours = 700 Actual PM hours = 900
Location Link Contributor Type Quality
Choose Document
Terminated because:
understaffed
Chart Type Legend
END
Transitory
Other causal paths more productive
Non-transitory
Evidence Omission - Transitory
agency testimony
Omission - Non-transitory
Solutions company resources unavailable
Focal Point
Hire more full time Software Developers Criteria
Pass
Status
Selected
Solution Implemented
Evidence agency testimony
other projects need SD resources hired a SD contractor
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence agency testimony
Terminated because:
SD resources needed END
Other causal paths more productive
Evidence agency testimony
Inexperienced developer on project Terminated because:
contractor hadn't worked with API
END
Evidence
Other causal paths more productive
agency testimony
Evidence contractor testimony
Solutions Only hire contractors familiar with the API Criteria
Fail
Status
Identified
Terminated because:
Contractor hadn't worked with the CMS
END
Other causal paths more productive
Evidence contractor testimony
Solutions Only hire contractors familar with the CMS Criteria
Fail
Status
Identified
Terminated because:
project was late END
Other causal paths more productive
Evidence agency testimony
multiple SD's
Evidence agency testimony
Terminated because:
added resources END
Other causal paths more productive
Evidence agency testimony
Why? actual SD hours = 2,600 business requirements Evidence
increased development complexity
agency testimony Hours tracking logs
Terminated because: END
Other causal paths more productive
Evidence agency testimony
overlapping functionality
Evidence agency testimony
Evidence agency testimony
Terminated because:
shared components END
Other causal paths more productive
Evidence agency testimony
Terminated because:
Multiple SD's not in original dev plan
END
Other causal paths more productive
Evidence agency testimony
Solutions Plan for multiple software developers on large projects
Software dev (SD) hours over budget
Criteria
Pass
Status
Selected
doesn't work in load balanced environment Evidence
Terminated because: END
Other causal paths more productive
agency testimony
Evidence agency testimony
index search not working
Evidence agency testimony
Website load balanced
Problems with Ektron CMS
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence agency testimony
Solutions Don't use Ektron CMS for projects that involve load balancing Criteria
Pass
Status
Terminated because:
CMS customer support poor
END
Selected
Other causal paths more productive Unaware the values existed
Terminated because: END
Other causal paths more productive
Evidence agency testimony
SD budget = 1,400 hours
Evidence
Terminated because: END
agency testimony
Didn't know color contrast values
Other causal paths more productive
Evidence
Evidence
agency testimony
agency testimony
Didn't know to look for them
Design didn't account for UK laws
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence client testimony
Solutions Make sure full accessibility scope is understood and accounted for in estimates Criteria
accessibility issues exceeded estimate
Pass
Status
Color contrast values defined for UK sites
Selected
Terminated because: END
Desired state
Evidence client testimony
Evidence Hours tracking logs
Terminated because:
UK accessibility laws are more stringent than US
END
Desired state
Evidence client testimony
client changed mind several times
Terminated because: END
Other causal paths more productive
Evidence client testimony
poor client communication
Evidence agency testimony
Actual WD hours exceeded 600 (1,200)
didn't set change constraints with client
error msgs updated several times
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence
Evidence
Hours tracking logs
agency testimony
Terminated because:
no process to gather error msg text
END
Other causal paths more productive
Evidence agency testimony
Solutions Implement a process to define and finalize error messages before development Criteria
Pass
Status
Selected
WD hours over budget client requested changes
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence agency testimony
out of scope changes not charged for
Terminated because:
project was late END
Other causal paths more productive
Evidence Evidence
agency testimony
agency testimony
PM didn't charge
Solutions Charge for all out of scope items Criteria
Fail
Status
Identified
Evidence agency testimony
WD Budget was 600 hours
relationship in jeopardy
Terminated because: END
Other causal paths more productive
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence agency testimony
features required testing
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Tested 67 builds
Evidence agency testimony
regression testing needed
More builds needed to be tested than planned for
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence agency testimony
actual hours = 6,425
planned for 30 builds Evidence
Terminated because: END
Other causal paths more productive
agency testimony
Evidence agency testimony
testing needed to be done
Terminated because: END
Other causal paths more productive
Evidence agency testimony
additional QA resources needed
Evidence agency testimony
Original QA resources not able to complete it
Additional resource spec training
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence
Actual QA hours = 700
agency testimony
Evidence
resources didn't know the spec
Hours tracking logs
Terminated because: END
Other causal paths more productive
Evidence agency testimony
multiple parties involved
Terminated because: END
Other causal paths more productive
Evidence agency testimony
cumbersome process
Terminated because:
multiple time zones END
Desired state
QA hours over budget Evidence
Evidence
agency testimony
agency testimony
Evidence Hours tracking logs
3D Secure tested multiple times
could not get immediate test results from bank
Evidence
Terminated because: END
Other causal paths more productive
Evidence
agency testimony
agency testimony
Solutions Pad 3D secure estimates to account for risk involved in dealing with multiple parties Criteria
Pass
Status
Selected
Terminated because:
needed testing END
Budgeted QA hours were 430
Evidence
Terminated because: END
Desired state
agency testimony
Other causal paths more productive
Terminated because:
Lack of resources END
Evidence
Other causal paths more productive
agency testimony
Evidence agency testimony
QA not able to complete all testing in time
Evidence client testimony
Testing required more resources
Terminated because: END
Other causal paths more productive
PM helped with QA Evidence agency testimony
Evidence agency testimony
Website over budget
Testing needed to be completed
Terminated because: END
Desired state
Evidence contractor testimony
PM helped with spec knowledge transfer
Terminated because: END
Other causal paths more productive
Evidence agency testimony
New devs required additional mgt
PM helped with company policy knowledge
Evidence Actual PM hours = 900
Terminated because: END
Other causal paths more productive
Evidence
agency testimony
agency testimony
Evidence Hours tracking logs
PM helped with CMS knowledge
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Terminated because:
new to company END
Other causal paths more productive Knowledgeable emp busy with billable work
Terminated because: END
Other causal paths more productive
Evidence agency testimony
Evidence agency testimony
not enough company resources to train
PM hours over budget
Evidence Evidence
agency testimony
training time is not billable
agency testimony
insufficient training
Evidence
PM unfamiliar with API technology
agency testimony
Evidence client testimony
Evidence agency testimony
company resources needed to train
Solutions Only assign PMs to large projects who are familiar with the API Criteria
Pass
Status
Selected
Evidence agency testimony
Budgeted PM hours were 600
Terminated because: END
Desired state Terminated because:
API is complex END
Evidence agency testimony
Evidence agency testimony
Client max budget was $650,000 (3,700 hrs)
Terminated because: END
Other causal paths more productive
Evidence budgeted hours = 3,700
Terminated because:
Marquee client END
Desired state
Evidence
client testimony
agency testimony
Evidence agency testimony
Agency decided to accept limited client budget
Evidence agency testimony
agency wanted the work
Evidence client testimony
Marquee clients increase sales
Terminated because: END
Desired state
Evidence agency testimony
Marquee clients increase referrals
Evidence agency testimony
Terminated because: END
Desired state
Desired state
Terminated because: END
Other causal paths more productive
Terminated because: END
Other causal paths more productive
