The chief executive officer reminds a program manager that a program must deliver a 30% reduction in customer complaints by the end of the year. Where is this expectation documented?

The correct answer is A. Program quality standards. Program quality standards define the measurable criteria and thresholds against which program outcomes and deliverables are evaluated. A '30% reduction in customer complaints' is a quantifiable quality target - a specific, measurable expectation of performance. This type of metri

Program Life Cycle Management

Question

Options

AProgram quality standards
BCustomer management plan
CBenefits management plan
DBenefits sustainment plan

How the community answered

(19 responses)

A
89% (17)
B
5% (1)
C
5% (1)

Explanation

Program quality standards define the measurable criteria and thresholds against which program outcomes and deliverables are evaluated. A '30% reduction in customer complaints' is a quantifiable quality target - a specific, measurable expectation of performance. This type of metric belongs in quality standards documentation. The Benefits Management Plan (C) captures what benefits will be delivered and how, while the Benefits Sustainment Plan (D) addresses maintaining those benefits after the program closes. A Customer Management Plan (B) is not a standard PgMP artifact. Quality standards are the correct home for measurable performance expectations set by organizational leadership.

Topics

#Program Quality Management#Quality Objectives#Program Documentation#Customer Satisfaction

Community Discussion

No community discussion yet for this question.

Full PGMP Practice