Question - customer validate scope but after tells it's wrong

Submitted by philzs on Wed, 04/22/2015 - 00:29

32. you have recently made the final delivery of your software project to the customer. before making the release, you ensured that thorough testing was done and project scope was verivied. after a week of taking delivery, customer shows his dissatisfaction with the release and says the product doesnt support a critical functionality. he asks you to add this feature immediatly. what should you do ?

a. understand the customer requirement and estimate the additional time and resource required to complete it, communicate the same to the customer

b. discuss the customer feedback with the senior management and seek their advice on the matter

c. analyse the in-house process of testing and scope verification to determine the root cause of the problem

d. ignore the customer and proceed with project closure activity.

 

I would like to know your opiniion on that, what do you think and why

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sudeep

Wed, 04/22/2015 - 13:22

For Answer is - C

As it is stated that PM has verified the scope and testing also done ( Assuming that all the plans were approved by customer ) Bust customer is claiming that the product is missing with major features , means the scope is either changed or not collected /updated correctly /Verified by customer and PM.

So  root cause analysis required for testing & scope verification process.

.

 

coolpmp69

Wed, 04/22/2015 - 13:28

I would go with option D

a. understand the customer requirement and estimate the additional time and resource required to complete it, communicate the same to the customer - Requirements are gathered during planning phase and not during closure so ruled out.

b. discuss the customer feedback with the senior management and seek their advice on the matter - The question doesn't say that you have gathered customer feedback so ruled out.

c. analyse the in-house process of testing and scope verification to determine the root cause of the problem - it is stated that project scope is met so this option is also ruled out as there is no scope deviation.

d. ignore the customer and proceed with project closure activity.
- Make sense as project scope is delivered and thus PM should go ahead with project closure. Also customer had accepted the delivery but then returns back with dissatisfaction. You can note this as final customer feedback as a part of project closure.

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admin

Wed, 04/22/2015 - 14:35

Since the final delivery has happened to the customer, it seems something slipped through the cracks and a critical functionality was missed out. 

If the item missed due to seller then it will have to be fixed , option C would be right.

If the item is missed due to oversight from buyer then option A would be right.

 

 

Sabrina2

Wed, 04/22/2015 - 19:03

Hey philzs,

What is the answer given and its explanation? Where do you get these good questions from?

Thanks

philzs

Thu, 04/23/2015 - 00:15

The answer is D, ignore the customer.

 

I saw similar other question like that where the answer was "ignoring the customer is not ethical"

 

Not too sure what the exam actually want us to answer for that..

 

 

coolpmp69

Thu, 04/23/2015 - 19:33

@ philzs: Do not worry as you will not face such contradictory questions/opions in the exam but be sure you apply all of you pmp prearation that you have learnt while answering the questions.

sudeep

Fri, 04/24/2015 - 18:02

In Question ne where it is mentioned that customer has accepted the delivery . Only the product is delivered to customer dosen't means that the PMhas got the final sign-off .

So, as per me it cannot be taken as aproved and PM cannot move to close project.

Philzs , Whats the sorce of such question ? If u can then plz share the link so that I will also practice such type of questions. Planning for exam  in Mid May

 

Rgds,

-Sudeep

mngjamal

Mon, 05/11/2015 - 19:50

Who said these kinda of questions will not come, today freshly iam telling i got 20 similar questions. I think one of them was exactly the same as typed above.

i opted d and failed.

2bp and 3 mp.:(

i think pmp should validate all answers using crowd sourcing.