Which is an example of a performance metric that can be used to assess the impact of portfolio management?

Question

Options

• ASpeed at which service is provided to customers from the point of first contact
• BSpeed at which initiatives, aimed at improving customer service, progress through the
• CSpeed at which customer complaints are dealt with from point of receipt through to resolution
• DSpeed at which requests for change are assessed and responded to by individual projects and

• A
  7% (3)
• B
  2% (1)
• C
  88% (38)
• D
  2% (1)

Explanation

Option C measures a business outcome - how effectively the organization resolves customer complaints end-to-end - which is precisely what portfolio management is designed to improve. Portfolio management exists to ensure that investments in initiatives translate into real organizational benefits, and complaint resolution speed is a tangible, measurable result of those investments delivering value.

Why the distractors are wrong:

• A measures frontline operational service speed, which reflects day-to-day operations rather than the strategic impact of a managed portfolio of change.
• B measures how fast initiatives move through the portfolio process itself - this is an internal governance/efficiency metric, not a business impact metric.
• D measures change request handling within individual projects - this is a project-level operational metric, not a portfolio-level outcome.

Memory tip: Think "impact = outcome for the customer, not speed of the machinery." Portfolio management is judged by whether it makes things better for the business and its customers (C), not by how fast its own internal processes run (B and D) or how fast front-line staff work day-to-day (A). If the metric measures something the customer experiences, it's likely a business impact metric.

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