PGMP · Question #296
Your program will create new software and install new hardware for your organization. Some of the goals of the program is to improve employee morale, improve customer service, and boost customer…
The correct answer is C. Program manager. The program manager owns overall program success and is therefore responsible for defining and quantifying all program goals - including intangible ones like morale and customer satisfaction - and establishing measurable metrics for them.
Question
Your program will create new software and install new hardware for your organization. Some of the goals of the program is to improve employee morale, improve customer service, and boost customer satisfaction. These intangible goals need metrics. What program stakeholder is responsible for quantifying these goals?
Options
- AProgram customer
- BProgram director
- CProgram manager
- DBusiness analyst
How the community answered
(52 responses)- B2% (1)
- C94% (49)
- D4% (2)
Why each option
The program manager owns overall program success and is therefore responsible for defining and quantifying all program goals - including intangible ones like morale and customer satisfaction - and establishing measurable metrics for them.
The program customer defines business needs and accepts deliverables but does not own the internal process of converting those needs into measurable program metrics.
The program director provides governance and oversight at a portfolio or organizational level but does not manage day-to-day metric definition within an individual program.
The program manager is accountable for the program's benefits realization and overall performance, which includes translating intangible strategic goals into quantifiable metrics so that progress can be tracked, reported, and validated against the program's intended outcomes.
A business analyst supports requirements elicitation and documentation but operates in a supporting role; metric ownership and accountability reside with the program manager.
Concept tested: Program manager accountability for benefits metrics
Source: https://www.pmi.org/pmbok-guide-standards/foundational/standard-for-program-management
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