During the closing process, the project manager learns that one deliverable is not meeting customer expectations. How should the project manager proceed?
A.
Ask the customer to issue a change request with the information to analyze and provide a solution
B.
Review the deliverable requirements, check the customer approval criteria, and proceed accordingly
C.
Meet with the customer to reach agreement on the scope of the deliverable that will satisfy both parties
D.
Contact the project sponsor and ask for help in negotiating the closing of the project with the customer
During the closing process, the project manager must verify that all deliverables meet the agreed-upon requirements and customer expectations.
PMBOK recommends validating project deliverables against documented acceptance criteria to determine whether the concern is valid or if the deliverable has already been formally accepted.
This approach ensures objective decision-making rather than immediately negotiating or escalating the issue.
PMBOK Key Processes Referenced:
Validate Scope (Ensuring Deliverables Meet Requirements)
Control Quality (Verifying Deliverables Before Closing)
Close Project or Phase (Ensuring Formal Acceptance Before Closure)
Initially I went for B but then I think C is correct. The PM has already learned that one deliverable is not meeting customer expectations, this means the Pm has reviewed the deliverable requirements and the acceptance criteria. Reaching a mutual agreement is what the PM needs to do at this point.
B. Review the deliverable requirements, check the customer approval criteria, and proceed accordingly
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