Overview
Support process areas cover the activities that support project development and maintenance. The Support process areas address processes that are used in the context of performing other processes. In general, the support process areas address processes that are targeted toward the project and may address processes that apply more generally to the organization. There are 5 process areas and the details are provided below:
- Configuration Management - This process area is about the step by step tasks required to establish a configuration management strategy and determine configuration baselines for identified project components and work-products. The purpose of Configuration Management (CM) is to establish and maintain the integrity of work products using configuration identification, configuration control, configuration status accounting, and configuration audits.
- Process & Project Quality Assurance - This process area is about the step by step tasks required to objectively evaluate processes and communicate results. The purpose of Process and Project Quality Assurance (PPQA) is to provide staff and management with objective insight into processes and associated work products.
- Measurement & Analysis - This process area is about the step by step tasks required to establish measurement objectives, procedures and to provide measurement results. The purpose of Measurement and Analysis (MA) is to develop and sustain a measurement capability that is used to support management information needs.
- Decision Analysis & Resolution - This process area is about the step by step tasks required to establish guidelines for decision analysis for significant issues. The purpose of Decision Analysis and Resolution (DAR) is to analyze possible decisions using a formal evaluation process that evaluates identified alternatives against established criteria. The Decision Analysis and Resolution process area involves establishing guidelines to determine which issues should be subjected to a formal evaluation process and then applying formal evaluation processes to these issues.
- Causal Analysis & Resolution - This process area is about the step by step tasks required to perform root cause analysis for identified significant defects and to arrive at and implement action proposals to address the causes of those defects. The purpose of Causal Analysis and Resolution (CAR) is to identify causes of defects and other problems and take action to prevent them from occurring in the future.
In this section, we have provided details of the control processes related to Support Areas. There is a further objective to hold discussions for ensuring that the company is organized for success and is constantly identifying / implementing opportunities related to continuous incremental / step improvements related to quality, client satisfaction and repeat business. There are the7 control processes related to project management and the description is provided below:
Weekly Backup
Purpose - Network Administrator takes a weekly backup of data stored on computers of all company employees and maintains systematic archival records
Entry Criteria & Inputs - This is a mandatory activity and must happen every week
List of Activities -
- Network Administrator takes a weekly backup as per the standard company guidelines
- Backup policy is described in PROC 8
- HR & Accounting Manager Validates the backup activity each week and circulates an email with confirmation (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this activity is not held in a particular week (Verification)
Measures - NUM of times "Weekly Backup Not Taken during the year"
Outputs -
- Data Loss Risk Mitigation
Weekly System Audit (Mandatory)
Purpose - Network Administrator conducts a weekly system audit for all computers in the company. Business Leader conducts a weekly meeting to review initiatives related to the elimination of system audit non-compliance within the organization.
Entry Criteria & Inputs -
- This is a mandatory meeting and must happen every week
- Network Admin submits Weekly System Audit Report in the Standard Format (Template 36)
- HR & Accounting Manager conducts this meeting and Quality Manager maintains System Audit Review Log (Template 37)
List of Activities -
- Network Administrator conducts a weekly system audit as per the standard company guidelines
- HR & Accounting Manager conducts the meeting
- Agenda and list of participants is decided by HR & Accounting Manager
- HR & Accounting Manager Validates the backup activity each week and circulates an email with confirmation (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this activity is not held in a particular week (Verification)
Measures - NUM of times "Weekly Backup Not Taken during the year"
Outputs -
- Reduce non-compliance to company infrastructure policies
Monthly Infrastructure Review Meeting (Mandatory)
Purpose - Business Leader conducts a monthly meeting to review initiatives and achievements related to the availability of reliable but lean infrastructure within the organization
Entry Criteria & Inputs -
- This is a mandatory meeting and must happen every month
- Idea Log (Template 45)
- Quality Manager maintains Infrastructure Review Log (Template 38)
List of Activities -
- Business Leader conducts the meeting
- Agenda and list of participants is decided by Business Leader
- Quality Manager circulates an email with summary of discussion (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this meeting is not held in a particular week (Verification)
Measures - NUM of times "Weekly Infrastructure Review Meeting Not Held during the year"
Outputs -
- Data Loss Risk Mitigation
- Resolution of Infrastructure Inadequacies
Quarterly P2P Assessment (Mandatory)
Purpose - HR Manager and Business Leader along with respective Reporting Managers conduct a quarterly path to progress assessment for every employee within the organization. The spirit of entire process is to tell each employee how he / she is doing, what can be better and what to expect in next appraisal.
Entry Criteria & Inputs -This is a mandatory activity and must be done for each employee every quarter
List of Activities -
- HR takes overall verbal feedback from reporting manager
- HR takes overall verbal feedback from 360 degree group of own choice or as preferred by candidate
- HR takes overall verbal feedback from candidate
- HR & Reporting Manager together fill the P2P Sheet (Template 39) and give rating on success principles (measure of potential)
- HR & Reporting Manager together fill the Role Sheet (Template 40) with Yes / No on line items (measure of actual contribution)
- HR communicates the P2P sheet to candidate and answers any questions
- HR and Navin review the final P2P sheet with candidate
- Decision about P2P = Yes / No, Growth Rate in next appraisal and Quartile is given by Navin (Verification)
- HR Circulates final P2P sheet to candidate, reporting manager and Navin (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this review is not done for a specific employee in a particular quarter
- Guidelines on success principles listed in P2P sheet are as per PROC 9
Measures - NUM of times "Quarterly P2P was not done during the year"
Outputs -
- Feedback Given to Employees
- Employees make faster progress in their respective roles
Monthly Progress Reviews (Mandatory)
Purpose - HR & Accounting Manager conducts a monthly review session with every employee within the company and tracks progress relative to the P2P sheet as well as the resolution of any grievances
Entry Criteria & Inputs -This is a mandatory meeting and must happen every month
List of Activities -
- HR & Accounting Manager conducts the session with each employee every month
- Employee Satisfaction Survey is done by HR Manager for every employee during the monthly progress review session.
- Agenda is to review corrective action as per P2P sheet and understand / resolve employee grievances
- Quality Manager circulates an email with summary of discussion (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this meeting is not held in a particular month for any employee (Verification)
Measures - NUM of times "Quarterly P2P was not done during the year"
Outputs -
- Track Employee Progress
- Improvement in Employee Satisfaction
Half Yearly Performance Appraisal (Mandatory)
Purpose - HR Manager and Business Leader conduct a salary review session for each employee two times a year.
Entry Criteria & Inputs -
- This is a mandatory meeting and must happen once in every 6 months
- HR Manager maintains Appraisal Decision Log (Template 41)
- P2P Sheets of all employees
List of Activities -
- Business Leader conducts the meeting where P2P Sheets of all employees are used as an input to decide the salary adjustments for specific employees
- Agenda and list of participants is decided by Business Leader
- HR & Accounting Manager sends individual emails to specific employees with details of the salary adjustment decision (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this meeting is not held in a particular week (Verification)
Measures - Percentage of employees who received salary raises in last one year
Attrition Rate = Number of Employees who left the company in last one year / Total Number of Employees as on date
Outputs -
- Control on Issue Resolution
- Improvement in Research Process
Monthly Employee Satisfaction Survey (Mandatory)
Purpose - Business Leader conducts a monthly meeting to review initiatives and achievements related to the improving employee satisfaction within the organization. Employee Satisfaction Survey (Template 42) is done by HR Manager for every employee during the monthly progress review session.
Entry Criteria & Inputs -
- This is a mandatory meeting and must happen every month
- HR Manager maintains Appraisal Decision Log (Template 41)
- HR & Accounting Manager maintains Employee Issue Log (Template 43)
List of Activities -
- Business Leader conducts the meeting
- Agenda and list of participants is decided by Business Leader
- Quality Manager circulates an email with summary of discussion (Exit Criterion)
- Quality Manager must highlight and escalate non-compliance to Business Leader if this meeting is not held in a particular month (Verification)
Measures - NUM of times "Monthly Employee Satisfaction Review Meeting Not Held during the year"
Outputs -
- Resolution of Addressable Employee Grievances
- Improvement in Employee Satisfaction
