PMP · Question #1317
During the execution of a project to develop a prototype, the customer asks the project manager to stop the prototype line and purge a specific component based on recent reliability tests that have de
The correct answer is D. Submit a change request to proceed with the replacement of the component and wait for further. When a customer requests stopping a prototype line and replacing a component deemed deficient but not covered in the quality plan, the project manager should submit a formal change request.
Question
During the execution of a project to develop a prototype, the customer asks the project manager to stop the prototype line and purge a specific component based on recent reliability tests that have deemed the component to be deficient. The project manager checked the quality management plan and there is no reference to this component. What should the project manager do next?
Options
- ACall a technical meeting with the customer to agree on a specification for the component and
- BKeep running the manufacturing line because there are no quality specifications for this
- CInform the project sponsor of the situation and wait for the sponsor to provide further directions.
- DSubmit a change request to proceed with the replacement of the component and wait for further
How the community answered
(52 responses)- A2% (1)
- B6% (3)
- C12% (6)
- D81% (42)
Why each option
When a customer requests stopping a prototype line and replacing a component deemed deficient but not covered in the quality plan, the project manager should submit a formal change request.
Calling a technical meeting to agree on a specification is part of the solution, but the first formal step for such a significant customer-driven change during execution, especially when it deviates from the plan, is to process a change request.
Continuing production despite the customer's direct request and knowledge of a deficient component would lead to producing unacceptable products and damage customer relations.
While informing the sponsor is important, it should typically follow the initiation of a formal change request, as the project manager is responsible for managing such changes and proposing solutions, not just escalating immediately without initial processing.
The customer's request to stop production and replace a component based on new reliability data, especially when the component isn't addressed in the current quality management plan, constitutes a change to the project scope, quality standards, or potentially the baseline. Therefore, the appropriate procedural step is to initiate a formal change request to evaluate the impact, get approval, and then formally implement the modification, ensuring proper documentation and control.
Concept tested: Project change control process
Source: https://www.pmi.org/pmbok-guide-standards/foundational/pmbok/change-control-process
Topics
Community Discussion
6
Dervla O.Jul 5, 2026D is correct here. The customer is asking for a change to the agreed-upon scope, and anytime a change is requested during execution, the project manager's next move is always the formal change control process. B is a trap because the lack of a spec in the quality management plan does not give you license to ignore a legitimate customer concern, and C just escalates something that should be handled at the project level. A sounds productive but skips the required step of getting that change reviewed and approved through the proper channels before acting on it.
Nina C.Jul 8, 2026Agreed on D, but worth noting that once the change request is submitted, the PM should also loop back with the customer on whether the quality spec gap itself needs documenting as its own issue, since that sounds like a process improvement the quality team should capture.
Ola B.Jun 10, 2026Leaned toward A first, but customer-driven scope change means submit a change request. Confirmed D.
Nina C.Jun 17, 2026Going with D. B is tempting since the plan is silent, but safety and reliability override that.
Yusuf A.Jun 29, 2026D is the right call here. One of the senior PMs at my company reminded me that when a customer wants something changed mid execution, even if the quality plan is silent on it, you route it through integrated change control rather than just acting on it or escalating to the sponsor.
Toby R.Jun 21, 2026Sat for the exam three weeks ago and got a near-identical stem. The wording on D is awkward because the change request is really about stopping work and purging the component, not just replacing it, but D is the only option that routes through documented change control. B is the trap because people think no quality spec means no grounds to act, but the customer request alone is enough to trigger the process.