In this post we examine how Subject Matter Experts may create conditions for project delivery and business continuity risks, and how those risks could be reduced or prevented.
Who is a SME?
SME is an individual who has a distinct knowledge and skillset in an ‘area of competency’. SME(s) know “stuff” e.g. technology, history, people, location of artifacts, etc. They are recognized go-to people for related questions, and the insights that they provide can be invaluable.
A SME is an important asset of any organization. Employees are often encouraged to become SMEs by their organizations. A SME could be a great asset, which an organization may be afraid to lose.
SME activities may also cause adverse effects. For example,
A SME may become a source of critical dependencies and bottlenecks. If you remember an example of when a team member has left for vacation, and the work of the rest of the team was paralyzed until he or she was back, then you know exactly what that means.
A SME may become less productive due to multiple unproductive meetings. We have stunning examples when SMEs spent up to 65% of their project-assigned time on participating in various meeting where they ‘provide the insights’. Failed deliveries were the result as the SME did not have enough capacity left to finish the tasks assigned to them.
A veteran SME may start finding creative ways of protecting their special status e.g. accumulating tasks under their command or keeping the knowledge for themselves therefore affecting morale and performance of their colleagues.
Of course, not every SME would cause pain, and those pains could be a result of resourcing strategy and capacity planning. However, any company who has a SME on a critical path may be exposed to the risks of failed delivery and business continuation. Therefore, taking steps to prevent those risks becomes an explicit managerial imperative.
The resolution path which helps put the checks and balances in place is quite straight forward. We call it ‘Institutionalization of SME’.
What is Institutionalization of SME?
SME institutionalization is a managerial initiative which removes implicit dependency on individuals and explicitly puts a designated role in their places instead. Full transparency of tasks assignment must also be ensured. A SME is institutionalized when a role of a SME is recognized, defined, enabled, assigned and governed.
The role of SME explained
SME roles are recognized based on the competency areas and existing bottlenecks. A SME provides their assistance to the project streams i.e. participate in design reviews, providing advice, validating and accepting new discoveries, and authoring knowledge items in a knowledge base.
When SMEs are part of the process, the workflow includes designated touch points with designated SME when their expertise may be required. The following figure shows a real-life example where the SME ensure compliance with the established frameworks.
Once the role is defined, anyone should be able to fill that role. The role is not a job title, but a responsibility. It gets assigned on the need basis. A SME’s time can be requested in advance based on the projected statements of work. Role rotation and a buddy system are highly recommended.
Although SME management can be done old-school with no tools, it cannot be recommended as the tools provide too many benefits to be ignored.
The following list details the main steps needed to institutionalize SMEs
1. Set up a workflow (task management) tool;
2. Set up a Knowledge Management tool;
3. Define critical competency areas e.g. technologies, applications, tools, domains, etc. and the competency owners or SMEs;
4. Communicate and publish a list of SMEs as well as the areas of their competency;
5. Plan off-loading critical SMEs:
Divide their area of competency into smaller areas wherever possible;
Assign buddies and divide the responsibilities. It should be at least one buddy per area of competency. A buddy should be at least aware of what is going on in their area therefore they could help reduce the risks as needed;
Ensure the buddy receives the proper introduction to the area, training as needed, and is part of activities where information is shared or updated.
6. Review the workflow and ensure designated touch points for SMEs are defined, therefore, SME participation will be predicted;
7. Ensure the SME own and update information in the knowledge management tool;
8. Include SMEs into the governance process which would include advisory on SMEs, their services and recognitions.
SME institutionalization adds transparency and encourages employee advancement in their career to higher levels. Vendors and service providers may become a contractually assigned SME.
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