Summary

Select outcomes for analysis.

Description

This activity could be triggered by an event (reactive) or could be planned periodically, such as at the beginning of a new phase or task (proactive).

Example Work Products



  1. Data to be used in the initial analysis
  2. Initial analysis results data
  3. Outcomes selected for further analysis


Subpractices



1. Gather relevant data.

 

Examples of relevant data include the following:
  • Defects reported by customers or end users
  • Defects reported by service teams
  • Defects found in service verification
  • Productivity measures that are higher than expected
  • Project management problem reports requiring corrective action
  • Process capability problems
  • Resource throughput, utilization, or response time measurements
  • Help desk calls, by time and incident category
  • Inadequate availability of the service system
  • Service fulfillment or service satisfaction problems



2. Determine which outcomes to analyze further.

When determining which outcomes to analyze further, consider their source, impact, frequency of occurrence, similarity, the cost of analysis, the time and resources needed, safety considerations, etc.

 

Examples of methods for selecting outcomes include the following:
  • Pareto analysis
  • Histograms
  • Box and whisker plots for attributes
  • Failure mode and effects analysis (FMEA)
  • Cause and effects analysis (e.g., design failure mode and effects analysis for the service system being developed, process failure mode and effects analysis for service system development or service delivery)



3. Formally define the scope of the analysis, including a clear definition of the improvement needed or expected, stakeholders affected, target affected, etc.

Refer to the Decision Analysis and Resolution (DAR) (CMMI-SVC) process area for more information about analyzing possible decisions using a formal evaluation process that evaluates identified alternatives against established criteria.