Capturing and Applying
Lessons Learned
Sandra F. Rowe, PMP, MBA, MSCIS
2012 National BDPA Technology Conference
August 1, 2012
Course Introduction
Administration
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Place name on card tents
Discuss break
Assign a timekeeper
Send around sign-in sheet
Remind participants to silence phones
Purpose
The purpose of this
course is to provide you
with the necessary
knowledge, skills, tools
and techniques to
effectively capture and
apply lessons learned
Course Objectives
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Suggest a methodology for the capture,
classification, storage and dissemination of
lessons learned
Discuss lessons learned tools and techniques
Discuss the use of lessons learned
Share lessons learned best practices
Course Delivery Strategy
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This course is highly interactive to encourage
participants to ask questions and share their
experiences
Instructional design methods includes
lectures, group discussions and practical
exercises to achieve course objectives
Review and reinforcement activities at the
end of each section
Participants will be able to develop a learning
journal
Introductions
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Participant
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Name
Background
Previous lessons learned experience
Instructor
Course Outline
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Course Introduction
Section 1: Lessons Learned Overview
Section 2: Capturing Lessons Learned
Section 3: Applying Lessons Learned
Section 4: Lessons Learned Best Practices
Section 5: Lessons Learned Research
Exercise: Your Expectations
1.
2.
Take one minute to list what
you expect to learn in this
course
Share one expectation with
the class
Introduction
Exercise
Section 1: Lessons Learned
Overview
Course Outline
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Course Introduction
Section 1: Lessons Learned Overview
Section 2: Capturing Lessons Learned
Section 3: Applying Lessons Learned
Section 4: Lessons Learned Best Practices
Section 5: Lessons Learned Research
Section Overview
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This section includes the following:
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A discussion on learning
An introduction to a lessons learned process
Section Learning Objectives
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At the end of this section you will be able to:
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Discuss the importance of learning
Discuss the components of a lessons learned
process
Lessons Learned Defined
The learning gained from the process of
performing the project. Lessons learned may
be identified at any point. Also considered a
project record, to be included in the lessons
learned knowledge base
Source: Adopted from the PMBOK® Guide -Third Edition
Common Beliefs
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Every project is different and learning from
one project is not applicable to other projects
There is not enough time for learning. We
have to complete the project.
Nothing ever happens after lessons learned
are captured.
Discussion: Learning
Are you learning from project to project?
•
•
•
•
Project management processes and tools
Technology
Business processes
Leadership and teamwork
Is your organization benefiting from this
knowledge?
Lessons Learned Process
Capturing
Identify
Identify
comments and
recommendations
that could be
valuable for
future projects
Applying
Document
Document and
share findings
Analyze
Analyze and
organize for
application of
results
Store
Store in a
repository
Retrieve
Retrieve for use on
current projects
Summary
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In this section we:
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Discuss the importance of learning
Discuss the components of a lessons learned
process
Questions?
Learning Journal
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Directions: Spend a few minutes reviewing the material covered in
this section. Record your thoughts and ideas for future reference
and application.
Thoughts and Ideas
Application Plan
Section 2: Capturing Lessons
Learned
Course Outline
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Course Introduction
Section 1: Lessons Learned Overview
Section 2: Capturing Lessons Learned
Section 3: Applying Lessons Learned
Section 4: Lessons Learned Best Practices
Section 5: Lessons Learned Research
Section Overview
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This section includes the following:
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Tools to facilitate a lessons learned session
A discussion on when to capture lessons learned
Suggestions for reporting lessons learned
Section Learning Objectives
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At the end of this section you will be able to:
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Facilitate a lessons learned session
Document lessons learned
Communicate lessons learned
Capturing Lessons Learned
Identify
Document
The more
discipline and
effort you place
in capturing
lessons, the
more prepared
you are to
apply the
lessons
Analyze
Store
Identify
Identify
comments and
recommendations
that could be
valuable for
future projects
Retrieve
Document
Document and
share findings
Identify Lessons Learned
Identify
Document
Analyze
Store
Identify
Identify
comments and
recommendations that could be
valuable for future projects
Retrieve
Facilitation shifts responsibility from
leader to team members
Identify
Document
Analyze
Store
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Retrieve
Facilitator focuses on
process
 How you do something
 How things are being
discussed
Team members focus on
content
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What you do
What is being discussed
Facilitator
Identify
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Document
Analyze
Store
Retrieve
One who contributes structure and process to
interactions so teams are able to function
effectively and make high-quality decisions
Source: Bens, Ingrid, Facilitating With Ease!, San Francisco, CA Jossey-Bass, 2005
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It is best for someone other than the project
manager to facilitate the lessons learned
session
Facilitator’s Responsibilities
Identify
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Document
Analyze
Store
Retrieve
Identifies participants
Defines and assigns roles and responsibilities
Determines facilitation tools and techniques
Develops session guidelines
Provides high-level project overview
Identifies categories
Prepares agenda
Core Facilitator Practices
Identify
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Document
Analyze
Stay neutral
Listen
Ask questions
Paraphrase
Summarize
Manage Participation
Focus Discussions
Store
Retrieve
Lessons Learned Session Agenda
Identify
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Document
Analyze
Store
Retrieve
Welcome and introductions
Session guidelines
Project overview
Explanation of categories
Project Survey results
Lessons learned discussion by category/project
questions
What went well, what went wrong, what needs to be
improved
Wrap-up and next steps
Categories
Identify
Document
Analyze
Store
Retrieve
Project
Management
Technical
Communication
Requirements
Design
External Areas
Business
Processes
Resources
Implementation
Testing
Session Guidelines
Identify
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Document
Analyze
Store
Retrieve
Selected members make every reasonable effort to
be present throughout the lessons learned session.
Criticism of the project and its processes is
encouraged
Criticism of people is not permitted
Participation is encouraged from everyone; differing
views are healthy.
“Discussion tangents” are discouraged
Project Evaluation
Identify
Document
Analyze
Scope
2.1
2.2
2.3
2.4
Retrieve
SA
A
N
D
SD
NA
SA
A
N
D
SD
NA
The business case was sound.
Project vision, objectives, requirements,
assumptions and constraints were clear.
Success and acceptance criteria (sustainability:
knowledge transfer and support) was clear.
The deliverables list was complete.
Cost
4.1
4.2
4.3
Store
The budget was based upon a realistic estimate.
Estimates and/or prices were accurate.
Cost control was sufficient.
SA – Strongly Agree, A – Agree, N – Neutral, D – Disagree, SD – Strongly Disagree, NA – Not Applicable
Questionnaire
Identify
Document
Analyze
Store
Retrieve
Project Management
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Issues were documented and resolved in a timely
manner
Strongly
Agree
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0
1
2
3
4
5
Disagree
The project schedule was distributed to the team
Agree
0
1
2
3
4
5
Strongly
Disagree
Project Questions
Identify
1.
2.
3.
Document
Analyze
Store
Retrieve
How could we have improved our
estimate of size and effort of our project?
Describe any early warning signs of
problems that occurred later in the
project?
Were our constraints, limitations, and
requirements made clear to all
vendors/contractors from the beginning?
Key Questions
Identify
Document
Analyze
Store
Retrieve
• What went right?
• What went wrong?
• What needs to be improved?
Key Questions
Identify
Document
Analyze
Store
Retrieve
Project Management - Issues
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What did we do right?
Issues were identified and recorded in a database
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What did we do wrong?
Issues were not resolved in a timely manner
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What do we need to improve?
Issues escalation process
Exercise: Identifying Lessons Learned
Identify
1.
2.
3.
4.
Document
Analyze
Store
Retrieve
Discuss your team structure and
add some project context
specifics
Use the facilitation tools to
identify lessons learned
Capture on flip chart
Prepare to discuss
Lessons
Learned
Identification
Exercise
When to Capture
Identify
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Document
Analyze
Store
Retrieve
Planning
Different time frames based on project
criticality and complexity
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At the end of a project
At the end of each phase
Real time – when you learn the lesson
Real Time Lessons
Identify
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Document
Analyze
Store
Retrieve
Document lessons in real time—when they
occur
 Tickler file
 Status meetings
 Special meeting
Document Lessons Learned
Identify
Document
Analyze
Store
Document
Document and share
findings
Retrieve
Post-Project Review Report
Identify
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Analyze
Store
Retrieve
Project background and objective
Lessons learned process overview
Summary of results
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Document
Project strengths – what went well
Project weaknesses – what went wrong
Recommendations – what we need to improve
Detailed results by knowledge area or category
Next steps
Reporting Options
Identify
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Document
Analyze
Store
Retrieve
Detailed Report – organized by key fields
form the lessons learned template and
includes responses gathered during the
session
Summary – a one-page brief summarizing
the findings and providing recommendations
Reporting Options
Identify
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Document
Analyze
Store
Retrieve
Recommendations – Recommendations are
actions to be taken to correct findings. The
approved actions should be documented and
tracked to completion. In some cases the
approved action may become a project due
to high level of resources required to address
the finding.
Communicate
Identify
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Analyze
Store
Retrieve
Establish standard reports
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Document
Easy to generate
Easy to read
Share lessons learned with project team
members
Share lessons learned with other project
teams
Discussion: Communicate
Lessons Learned
What are some ways to communicate lessons
learned
Summary
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In this section we:
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Discussed how to facilitate a lessons learned
session
Discussed how to document lessons learned
Discussed how to communicate lessons learned
Questions?
Learning Journal

Directions: Spend a few minutes reviewing the material covered in
this section. Record your thoughts and ideas for future reference
and application.
Thoughts and Ideas
Application Plan
Section 3: Applying Lessons
Learned
Course Outline
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Course Introduction
Section 1: Lessons Learned Overview
Section 2: Capturing Lessons Learned
Section 3: Applying Lessons Learned
Section 4: Lessons Learned Best Practices
Section 5: Lessons Learned Research
Section Overview
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This section includes the following:
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How to determine the root cause of lessons
How to use lessons learned for risk mitigation
Introduction to the Lessons Learned Input
Template
Suggestions for using lessons learned
Section Learning Objectives
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At the end of this section you will be able to:
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Determine the root cause of lessons
Use lessons learned for risk mitigation
Use the Lessons Learned Input Template
Discuss opportunities to use the lessons learned
Applying Lessons Learned
Analyze
Analyze and
organize for
application of
results
Store
Store in a
repository
Retrieve
Retrieve for
use on current
projects
Analyze Lessons Learned
Identify
Document
Analyze
Store
Analyze
Analyze and organize
for application of
results
Retrieve
Root Cause Analysis
Identify
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Document
Analyze
Store
Retrieve
Identify causes not symptoms or effects
Further analyze each cause until the root
cause is determined
Document root cause
Consolidate, prioritize and assign root causes
for follow up
Implement solutions
Exercise: Root Cause Analysis
Identify
1.
2.
Document
Analyze
Store
Retrieve
With your team select a lesson
and conduct a root cause
analysis
Prepare to share
Root Cause
Analysis
Exercise
Solutions
Identify
Document
Analyze
Store
Processes
Training
Retrieve
Risk Mitigation
Identify
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Document
Analyze
Store
Retrieve
Review project risks and determine if there is
something that can be done at the
organizational level
Communicate business risks to the project
sponsor
Final Analysis
Identify
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Document
Analyze
Store
Retrieve
Determine process improvements
Determine training needs/update existing
training programs
Determine which lessons should be
communicated to other teams and how this
communication will occur
Determine which lessons should be stored in
the repository
Store Lessons Learned
Identify
Document
Analyze
Store
Store
Store in a
repository
Retrieve
Lessons Learned Input Template
Identify
Document
Lessons
Learned
Analyze
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Store
Retrieve
Category
Lesson learned
Action taken
How did you arrive at
the action
Root cause
Key words
Key Words
Identify
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Document
Analyze
Store
Retrieve
Data fields to aid search
One of the determinants of success in
utilizing lessons learned
Key words: vendor, process improvement,
software upgrade
Store Lessons Learned
Identify
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Document
Analyze
Store
Retrieve
Store lessons leaned in a manner that allows
user to easily identify applicable lessons
learned through information searches
Stored lessons learned should be periodically
reviewed for usefulness
Exercise: Input Template
Identify
1.
Document
Analyze
Store
Retrieve
Individually fill out the Lessons
Learned Input Template
Input
Template
Exercise
Store Lessons Learned
Identify
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Analyze
Store
Retrieve
Store lessons
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Document
Project library
Lessons learned repository
A resource should be responsible for
maintaining the library/repository
Project managers should make sure their
lessons are stored
What Is the Best Tool?
Identify
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Document
Analyze
Store
Retrieve
There is no one answer
Work with Company software currently
available
Must have reasonable access across the
Company’s intranet or LAN
Successful Software Tool
Identify
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Document
Analyze
Store
Retrieve
Establish standard template to capture lessons
learned information
Create easy to use software screens for data entry
Create easy to use search capability on key data
fields and key words
Develop easy to read output reports
Provide ability to generate metrics reports
Lessons Learned Tool Examples
Identify
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Document
Analyze
Store
Retrieve
IBM: LotusNotes
Novel: Linux Systems, Linux Desktop,
OpenOffice, iFolder
Microsoft: SharePoint, Word, Excel, Access
Oracle
Retrieve Lessons Learned
Identify
Document
Analyze
Store
Retrieve
Retrieve for use on
current projects
Retrieve
Retrieve Lessons Learned
Identify
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Document
Analyze
Store
Retrieve
Review lessons learned at the beginning of
the project
Review lessons learned throughout the
project
Share information with the team
Risk mitigation
Retrieve Lessons Learned
Identify

Document
Analyze
Store
Retrieve
Review lessons learned before starting a new
project
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Share previous lessons learned with project
leadership and discuss the approach for the
current project
Discuss lessons learned with the project team
during the project kick-off meeting
Summary
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In this section we:
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Determined the root cause of lessons
Discussed how to use lessons learned for risk
mitigation
Used the Lessons Learned Input Template
Discussed opportunities to use the lessons
learned
Questions?
Learning Journal

Directions: Spend a few minutes reviewing the material covered in
this section. Record your thoughts and ideas for future reference
and application.
Thoughts and Ideas
Application Plan
Section 4: Lessons Learned
Best Practices
Course Outline
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Course Introduction
Section 1: Lessons Learned Overview
Section 2: Capturing Lessons Learned
Section 3: Applying Lessons Learned
Section 4: Lessons Learned Best Practices
Section 5: Lessons Learned Research
Section Overview
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This section includes the following:
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Lessons Learned Best Practices
Section Learning Objectives
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At the end of this section you will be able to:

Communicate lessons learned best practices
Discussion: Best Practices
What are some Lessons Learned Best
Practices
Lessons Learned Best Practices
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Review lessons learned from previous projects at the
beginning of your project
Conduct lessons learned sessions at various times
throughout the life of your project
Use facilitation tools and lessons learned templates
Allow time for real time lessons
Use templates to allow for consistency
Perform a root cause analysis on project problems and
engage the appropriate resources to implement solutions.
Store lessons in a repository that has key word search
capability
Have leadership involvement
Make it Happen
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The project manager should communicate
the lessons learned process and
expectations and strongly encourage the
team to participate
The project team should be on the look out
for best practices and areas for improvement
and communicate them at the appropriate
times
PROJECT
SUCCESS
Summary
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In this section we:

Discussed Lessons Learned Best Practices
Learning Journal

Directions: Spend a few minutes reviewing the material covered in
this section. Record your thoughts and ideas for future reference
and application.
Thoughts and Ideas
Application Plan
Section 6: Lessons Learned
Research
Course Outline
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Course Introduction
Section 1: Lessons Learned Overview
Section 2: Capturing Lessons Learned
Section 3: Applying Lessons Learned
Section 4: Lessons Learned Best Practices
Section 5: Lessons Learned Research
Lessons Learned Culture
What does it take for a
culture to support lessons
learned?
Exploring Lessons Learned: A Qualitative Study on
Knowledge Sharing for IT Program Management
Central Question: How does the use of lessons learned
facilitate knowledge sharing for IT program management?
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What are program stakeholders’ perceptions of the role (capture
and use) of lessons learned in knowledge sharing in IT program
management?
How are lessons learned captured for knowledge sharing in IT
program management
How are lessons learned used for knowledge sharing in IT
program management?
What do program stakeholders perceive to be the facilitators and
barriers to capturing and using lessons learned for the benefit of
knowledge sharing among current and future projects within IT
programs?
Questions?
Contact Information
Sandra F. Rowe, PMP, MBA, MSCIS
sandrarowe@comcast.net
248 376-0991