PMI PMP - Quality & Risk End of Lesson 3

A project has been closed and customer care needs to measure customer satisfaction with the deliverables.

What should be done next?

• Negotiate additional contract with customer for similar service.

• Schedule meeting with stakeholders and customer to discuss lessons learned.

• Evaluate project deliverables and review customer feedback documents.

• Audit project success by reviewing closing documentation for each project phase.

Answer explanation

C. Evaluate project deliverables and review customer feedback documents

Evaluate- Closure meetings are used to confirm deliverables have been accepted, validate if acceptance criteria have been met, formalize contract completion, evaluate stakeholders satisfaction, gather lessons learned, transfer project knowledge and information, and celebrate success. Customer satisfaction can be derived by referring customer feedback documents

Negotiate- Not initiated by the customer. No need to negotiate additional contract with customer

Schedule- Previously performed at project closure. As part of Project closure meeting, lessons learned can be covered

Audit- No relevance to the question, part of gate review process

The client agreed to the standards that would be used to assess final deliverables prior to hand-off, but is now asking for improvements because the deliverables do not meet the standards. Which document should the project manager consult to resolve this issue?

• Scope management plan

• Quality management plan

• Requirements documentation

• 1. D.Project charter

Answer explanation

B. Quality management plan

The quality management plan defines the standards for the project deliverables and how compliance with the standards can be demonstrated. The project charter will not have this level of detail. Likewise, the scope and requirements should not change or list specific responses to the quality acceptance criteria of the project deliverables.

After sponsor approval of a project, the project manager invites the sponsor, selected team members, and other stakeholders to a meeting. The major purpose of the meeting is to define how formal acceptance of the completed project deliverables will be obtained.

What document will be developed as the final output of this meeting?

• Change log.

• Stakeholder register.

• Scope management plan.

• Requirements management plan.

Answer explanation

C. Scope management plan

The scope management plan is a component of the project management plan that describes how the scope will be defined, developed, monitored, controlled, and validated.

Change log is used to document changes that occur during a project.

Stakeholder register contains information about identified stakeholders that includes identification information, assessment information and stakeholder classification.

Requirements management plan is a component of the project management plan that describes how project and product requirements will be analyzed, documented, and managed.

A manufacturing company receives customer complaints that a product is defective. A project sponsor has said that these complaints might be outliers.

What should the project manager use to investigate the cause and quantity of defects in this product?

• Flowcharts

• Affinity diagram

• Control chart

• Histogram

Answer explanation

D. Histogram

Histogram is correct because it can show the number of defects per deliverable, a ranking of the cause of defects, the number of times each process is noncompliant, or other representations of project or product defects.

Flowchart is not correct because it show a series of steps that lead to a defect.

Affinity diagram is not correct because it can organize potential causes of defects into groups showing areas that should be focused on the most.

Control chart is not correct because it is used to determine whether or not a process is stable or has predictable performance

A major project deliverable is completed. What should the project manager and team do to confirm that specifications have been met?

• Check the organizational process assets.

• 1. Validate the quality audit reports.

• Verify the scope.

• Perform quality control.

Answer explanation

D. Perform quality control

Quality control is used to analyze and evaluate the project deliverables against the requirements.

The other answer choices are incorrect. Quality audits are typically used to address problems or improvements, not to validate deliverable specifications. Organizational process assets are specific to the organization and not to the project, or project deliverables. Verifying the scope is not helpful, as the deliverable has already been completed.

A project manager is working with stakeholders to identify the steps that must be completed as part of a task. The project manager needs to be able to verify that team members have completed all the steps required when performing a frequently performed task.

What should the project manager use?

• Flowchart

• Checklist

• Histogram

• Facilitation

Answer explanation

B. Checklist

The project manager should use a checklist as it is generally used in validating process steps have been implemented.

The other answer choices are incorrect. Flowcharts can only be used to outline process steps not verify that they have been conducted; histograms reflect frequency distribution and will not verify team members have completed the tasks; and facilitation is the ability to effectively guide a group event to a successful decision, solution, or conclusion.

A customer is concerned that the current project deliverable will not fulfill stated project requirements. What could be done to alleviate customer concerns?

• Schedule a meeting to remind the customer of requirements previously communicated to the team.

• Document the customer's concern as a risk in the risk register and plan accordingly.

• Manage the concern at the review of each deliverable with the customer.

• Ask a product owner to review the acceptance criteria previously discussed with the customer.

Answer explanation

D. Ask a product owner to review the acceptance criteria previously discussed with the customer

To align the customer expectations with the upcoming deliveries the product owner should work with the customer to describe functional behavior as acceptance criteria (definition of Done).

A project manager is reviewing work performance data in preparation for the close project process. The data reveals that one of the deliverables was not accepted. The estimated work required to complete acceptance of the deliverable will delay the project completion date by two months.

What should the project manager do next?

• Allocate the contingency reserve to procure resources needed for completion.

• Update the schedule and perform the work.

• Issue a change request for review by the change control board (CCB).

• Update the watch list in the risk register.

Answer explanation

C. Issue a change request for review by the change control board (CCB)

Since one of the completed deliverables was not formally accepted, it may require a change request for defect repair. The change requests are processed for review and disposition through the Perform Integrated Change Control process. During the "Close Project Process" the Project Manager has to go to the Change Control Board (CCB) to follow the Project Management Norms.

The other answer choices are incorrect because they are activities to be performed after the "approval" obtained from the CCB.

A project is in the execution phase, and product testing is almost complete. A team member proposes that the testing can be fast-tracked by removing some of the tests. The team member believes this will help to finish the job earlier and give the project more float.

What should the project manager do?

• Request more information from the team member.

• Reject the team member's proposal.

• Discuss this proposal with the project team.

• Ask the quality manager to consider the proposal.

Answer explanation

B. Reject the team member's proposal

Removing certain tests is a risky move, and can't be done just to fast-track the project. The Project Manager should have considered all tests while assigning time for the testing phase. If the project is progressing as per the assigned time, no review of tests is needed, and the proposal should be rejected.

A project manager completed plans for a project and submitted all documents for approval but did not allocate time for delays in obtaining approvals. In addition to selecting a risk owner to address this potential risk, what should the project manager have done?

• Asked the risk owner to escalate with approvers so that approvals are obtained as soon as possible.

• Adjusted the project plans by lowering work completion estimates so that the work can be completed on time despite the delay.

• Developed specific actions to implement the agreed-upon risk response strategy, including primary and backup strategies.

• 1. Used a real options analysis to perform an economic analysis of alternative risk response strategies.

Answer explanation

C. Developed specific actions to implement the agreed-upon risk response strategy, including primary and backup strategies

The correct answer is developed specific actions to implement the agreed-upon risk response strategy, including primary and backup strategies. In situations where there are only a few possible outcomes from an area of uncertainty, the project team can prepare for each of those outcomes. This entails having a primary solution available, as well as having backup or contingency plans in case the initial solution is not viable or effective. Where there is a large set of potential outcomes, the project team can categorize and assess the potential causes to estimate their likelihood of occurrence. This allows the project team to identify the most likely potential outcomes on which to focus.

The other options are incorrect because they are reactionary and the question asks what would have been done in addition to selecting a risk owner to address this potential risk.