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PK0-004 · Question #339

A project manager has received numerous complaints from staff concerning poor service provided by a vendor. Which of the following steps should the project manager take FIRST to correct the problem?

The correct answer is C. Notify the vendor of the complaints and review the SLA with the vendor. When a vendor underperforms, the project manager should first notify the vendor and review the SLA to establish the performance baseline before taking escalating action.

Project management concepts

Question

A project manager has received numerous complaints from staff concerning poor service provided by a vendor. Which of the following steps should the project manager take FIRST to correct the problem?

Options

  • AReview the SOW with the vendor and terminate the vendor
  • BNotify the key stakeholders of the problem and send a C&D letter to the vendor
  • CNotify the vendor of the complaints and review the SLA with the vendor
  • DReview the acceptable use policy with the vendor before requesting termination of the vendor's

How the community answered

(38 responses)
  • A
    8% (3)
  • B
    16% (6)
  • C
    74% (28)
  • D
    3% (1)

Why each option

When a vendor underperforms, the project manager should first notify the vendor and review the SLA to establish the performance baseline before taking escalating action.

AReview the SOW with the vendor and terminate the vendor

Terminating the vendor without first communicating the issue or reviewing the SLA skips required contractual steps and exposes the project to legal risk.

BNotify the key stakeholders of the problem and send a C&D letter to the vendor

Sending a cease-and-desist letter and notifying stakeholders is a premature escalation before the vendor has been given formal notice and a chance to remedy performance.

CNotify the vendor of the complaints and review the SLA with the vendorCorrect

Notifying the vendor opens a direct communication channel to address the complaints, while reviewing the Service Level Agreement establishes the contractually agreed-upon performance standards and identifies specific breaches. This approach gives the vendor documented notice and an opportunity to correct deficiencies before escalating to termination or legal measures. Most vendor management frameworks and contracts require this notification-and-review step prior to any punitive action.

DReview the acceptable use policy with the vendor before requesting termination of the vendor's

An acceptable use policy governs system or resource usage, not service delivery standards, making it the wrong document to review in a vendor performance dispute.

Concept tested: Vendor performance management and SLA review

Source: https://www.pmi.org/pmbok-guide-standards/foundational/pmbok

Topics

#vendor management#SLA#issue resolution#procurement communication

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