Question on customer satisfaction

Submitted by vandana singh on Wed, 07/16/2014 - 08:01

. You were conducting the project postmortem meeting for one of your recently completed projects. It was clear in the meeting that some of the customers were not fully satisfied with the project outcome. Your sponsor specifically asks you about the measures taken to ensure customer satisfaction. You refer him to one of your subsidiary plans. Which of the following is it?

a.Risk Management Plan
b.Quality Management Plan
c.Scope Management Plan
d.Communication Management Plan
Explanations:

Why is the answe b & not c

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admin

Thu, 07/17/2014 - 03:09

It can be C, its slightly ambiguous, the question assumes that the issue is with Quality and not with scope

PMP Fox

Sat, 07/26/2014 - 11:51

Not satisfied customer is a risk.

I would chose A. Quality is about requirement fulfilment. Scope is about only work to be performed. Since the product done as requirement according to the scope We might face a situation (uncertain) that our lovely customer will not be satisfied. So plan for that probability towards objectives.

sunku65

Thu, 07/17/2014 - 07:36

The Control measurements are related to Quality Management.

PMP Fox

Sat, 07/26/2014 - 11:53

What if the products meet quality measurements. And still the lovely customer not satisfied. Happens all the time.

Frances Tessler

Thu, 07/24/2014 - 00:00

The word "Satisfied" is what leads you to Quality vs Scope. Quality takes the Voice of the Customer (requirements) and manages to the specified metrics to meet the objective. Meeting the quality requirements satisfies the customers needs. Not meeting them leaves them dissatisfied. This is called Customer Satisfaction. You will not achieve this if the quality is not there. Without good quality there will not be customer satisfaction.

Sandy10001

Sat, 07/26/2014 - 00:56

B refers to developing (based on Voice of the Customer - VOC) and monitoring quality expectations.
C refers to collecting (based on VOC) customer requirements and ensuring we do all of the work, and only the work outlined and agreed on, then monitoring to ensure this is done.

A case could be made for either B or C because the customer wasn't satisfied with the outcome. I don't see a key term that tells me we're talking about QUALITY outcomes or SCOPE outcomes. I know we can only choose one so it's a toss up for which I'd choose. I teach with PMstudy.com. We cover both Scope and Quality in detail. You can message me if you'd like more information. Sandra.s@PMstudy.com