Lessons Learned Support Systems

What is a LLSS?

A LLSS is inherently a system that is linked to a management function, i.e., knowledge management that is available to provide Project Evaluation (PE) related content for a LLR. These systems must be accessible to Project Team Members (PTMs) from a reporting perspective so the information is transferable to the LLR.

Many LLSS are adaptable to meet the specific needs of the organization, i.e., through using a reporting tool, such as business objects. A LLSS can range in application, size and complexity. The key is to be able to locate the LLSS and then to determine the most appropriate use for LL. (See Table 1). LLSS in some cases may be departments, i.e., Human Resource Management and in other instances will be initiatives, i.e., Customer Relationship Management. Whether it is a department or an initiative, both are classified under management.

The key to these areas of management is whether a supporting system is integrally involved. Where a system is involved, content can be potentially extracted to support LL. Because LL may be used as a project in itself, it is important to establish parameters for the content that will be gathered when using a variety of systems.
Decision Support Systems (DSS)

Used to help forecast, DSS are knowledge-based systems that leverage LL to help support decision-making. LL training and development for the project team should involve scenario analysis if formative LL will be implemented.

Table 1. Management Classification of LLSS by Function with Examples

Management Classification Function Examples
Records Organizes file space and may incorporate workflow support Standard Operating Procedures (SOPs) to ensure compliance
Project Manages cost, resources and time across the project life cycle Project, program and portfolio management reports
Human Resource Tracks staff productivity Job evaluations
Supply Chain Supports logistics for products and services delivery and return Inventory kept on hand for freshness dating
Sales Sells products or services Number of sales this month
Marketing Advertises products or services Promotion effectiveness
Public Relations Voice company image and message Response to a news report
Knowledge Encourages organizational learning and growth Decision support using business intelligence shown in dashboards
Customer Relationship Tracks sales and marketing interactions Post-sales customer history with technical support required
Quality Ensures adherence to standards Corrective/Preventative Action
Operations Oversees the overall operations Address staff interactions
Finance Records expenditures, revenues and investments Return on investment
Procurement Negotiates vendor contracts Improved risk management
Information Technology Supports computer-based connectivity and communication Software utilization
Research and Development Engages discovery, trial and delivery Laboratory and manufacturing
Facilities Maintains building and supporting infrastructure Space management
Engineering Designs and creates systems Cost to produce new building
Environmental, Health and Safety Monitors work practices Reduction in injuries due to improved office ergonomics
Food Service Supplies meals, snacks and beverages Number of meals served on site and cost per employee
Security Enables employee access and respond to immediacy Response time to fire-related emergencies
Shipping/Receiving Delivers mail and packages Cost of packages sent out
Graphics and Copying Creates images and makes copies Number of projects completed
Medical and Wellness Improves physical health of staff Number of sick days taken
Legal Addresses regulatory or statutory issues The number of complaints resolved during a given period
Learning Management Trains and develops people within the organization Kirkpatrick Level 3 - Behavior Evaluation. Extent of applied learning on the job (transfer).