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How to solve for questions about the process that are non-related to the system implementation project

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Anonymous
We recently implemented a new platform that replaced an existing one with no changes to the process. However, Business is bringing up issues and questions that are related to the process and these questions continue to come up in the project hyper care calls. The Bus leads from these business areas are not addressing the questions and it appears the stakeholders are looking for the PM team to resolve.  I'm looking to hear from other PMs if they have been in similar situations and what helped to address the questions. 
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Rami Kaibni
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Senior Projects Manager | Field & Marten Associates New Westminster, British Columbia, Canada
As with any new implementation, it could create confusion and indirect changes to the process so it's important for the PM and Business Leads to note all concerns and resolve them.
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1 reply by Norma Rubio Rubio
Feb 05, 2025 7:59 PM
Norma Rubio Rubio
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To your point, it is creating confusion and perceived as if it's an issue related to the new platform functionality when in fact it is not. Thank you for the feedback.
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Keith Novak Tukwila, Wa, United States
A project plan must reflect doing the work within the constraints of your own businesses which includes processes and tools. If the addressing process changes due to the platform implementation was not originally within the scope of your project, then that is a scope increase.

I would estimate the additional cost to do the work of the other business areas not supporting their own RAAs. I would then bring that estimate to the sponsor and ask whether that unplanned work would should be charged to the platform implementation, the project budget will be changed to account for the new work, or if they plan to absorb the scope increase within the current project budget.
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1 reply by Norma Rubio Rubio
Feb 05, 2025 8:37 PM
Norma Rubio Rubio
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The project plan included the constraints and what is being raised is the lack of resources to support the demand. This is unrelated to the new platform recently implemented. As the PM, I was hesitant to facilitating a meeting with key stakeholders to address these issues, yet no one is taking the lead and to Rami's input it's causing confusion and being misdirect to the system instead of the business areas focusing on who has RAA within their areas. My concern is that if I facilitate this meeting it will fall on my shoulders to lead these discussions until resolve, but maybe I should lead the initial meeting to then pass it on to Bus to continue the cadence. Appreciate the feedback. 

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Norma Rubio Rubio Project Management| KARL STORZ ENDOSCOPY-AMERICA, INC.
Feb 05, 2025 3:43 PM
Replying to Rami Kaibni
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As with any new implementation, it could create confusion and indirect changes to the process so it's important for the PM and Business Leads to note all concerns and resolve them.
To your point, it is creating confusion and perceived as if it's an issue related to the new platform functionality when in fact it is not. Thank you for the feedback.
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Norma Rubio Rubio Project Management| KARL STORZ ENDOSCOPY-AMERICA, INC.
Feb 05, 2025 4:30 PM
Replying to Keith Novak
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A project plan must reflect doing the work within the constraints of your own businesses which includes processes and tools. If the addressing process changes due to the platform implementation was not originally within the scope of your project, then that is a scope increase.

I would estimate the additional cost to do the work of the other business areas not supporting their own RAAs. I would then bring that estimate to the sponsor and ask whether that unplanned work would should be charged to the platform implementation, the project budget will be changed to account for the new work, or if they plan to absorb the scope increase within the current project budget.

The project plan included the constraints and what is being raised is the lack of resources to support the demand. This is unrelated to the new platform recently implemented. As the PM, I was hesitant to facilitating a meeting with key stakeholders to address these issues, yet no one is taking the lead and to Rami's input it's causing confusion and being misdirect to the system instead of the business areas focusing on who has RAA within their areas. My concern is that if I facilitate this meeting it will fall on my shoulders to lead these discussions until resolve, but maybe I should lead the initial meeting to then pass it on to Bus to continue the cadence. Appreciate the feedback. 

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Thomas Walenta Global Project Economy Expert Hackenheim, Germany
Norma,
you appear to know what should be done.
Why don't you grasp this as an opportunity and apply for business PM?
It is about change management and communication.
If users are dissatisfied with a system, they use any way to channel this.

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