Organizational learning from information technology projects: A case study exploring lessons learned

This qualitative case study describes perceptions about gathering and sharing lessons learned from information technology (IT) projects from the perspectives of individuals in 3 roles: executive sponsors, project managers, and project team members. Data collection involved interviewing people serving in these capacities, as well as analyzing documentation about lessons learned in project management practice. The target organization for the case study was a provider of domestic and international products and services in the scholastic industry with a large centralized IT operation in the midwestern United States. Results of the study were aligned with the 5 management subquestions addressed by this study regarding gathering and sharing lessons learned: (a) extent of organizational governance, (b) methods in place, (c) enabling circumstances, (d) disabling circumstances, and (e) participant recommendations. The results indicate 3 key findings. First, triangulated responses among the role groups regarding the presence of disabling circumstances revealed project team members were more than 5 times more concerned about incriminating information arising in a lessons learned activity than were project managers. Second, this case study represented a typical organization in terms of the need for a better lessons learned process and practice. Third, organizational leaders should ensure lessons learned processes include a core set of typical lessons learned activities recommended in the literature with the addition of ensuring project team members are not deterred from gathering and sharing lessons learned due to the possibility of incriminating information arising.