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Exam CCBA topic 1 question 92 discussion

Actual exam question from IIBA's CCBA
Question #: 92
Topic #: 1
[All CCBA Questions]

You are working with the project stakeholders to analyze and prioritize their requirements for the project. One of the project requirements is to achieve a high-level of customer satisfaction for the project deliverable. What is the danger in this project requirement?

  • A. Achieving customer satisfaction is a risk, as the project manager cannot control how satisfied the customer will be with the project deliverables.
  • B. Achieving customer satisfaction is an assumption and should be documented in the project scope.
  • C. Achieving customer satisfaction should always map to the quality requirements for the project.
  • D. Achieving customer satisfaction is a subjective requirement and entails a high level of risk of being successfully accomplished.
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Suggested Answer: Answer: C is incorrect. The subjective requirements cannot be measured or mapped to quality requirements. 🗳️
While every project manager wants to achieve customer satisfaction, this subjective term is too vague to be measured or accounted for.
What one person deems customer satisfaction may be low compared to another. Requirements need metrics to determine the level of success.
by 17b7c4c at Oct. 14, 2024, 11:11 a.m.

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keyss
2 months, 1 week ago
Selected Answer: D
D. Achieving customer satisfaction is a subjective requirement
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17b7c4c
2 months, 4 weeks ago
Selected Answer: D
BABOK Section 5.2.5: Prioritize Requirements, requirements should be clear, measurable, and achievable. Customer satisfaction is a subjective requirement, as it can vary greatly among different stakeholders and lacks precise, measurable criteria. This subjectivity makes it difficult to define specific actions or metrics to ensure customer satisfaction, increasing the risk that the requirement may not be fully met. A requirement that is open to interpretation can lead to misalignment between stakeholders’ expectations and the project's outcomes, posing a risk to project success.
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