PMP · Question #944
A project manager is reviewing the documents for closing a phase when the customer calls to say that the project is not generating any value for the company. What should the project manager do?
The correct answer is B. Validate the project scope, objectives, and outcomes with the customer. If a customer claims a project isn't generating value during the closing phase, the project manager should immediately validate the original project scope, objectives, and outcomes with the customer.
Question
A project manager is reviewing the documents for closing a phase when the customer calls to say that the project is not generating any value for the company. What should the project manager do?
Options
- AWait to close the project until the customer is satisfied.
- BValidate the project scope, objectives, and outcomes with the customer.
- CAnalyze which activities will generate the most value for the project.
- DPerform a cost-benefit analysis for the project.
How the community answered
(26 responses)- A4% (1)
- B81% (21)
- C8% (2)
- D8% (2)
Why each option
If a customer claims a project isn't generating value during the closing phase, the project manager should immediately validate the original project scope, objectives, and outcomes with the customer.
Simply waiting to close the project without actively addressing the customer's concern about value does not resolve the underlying issue and can prolong dissatisfaction.
When a customer expresses dissatisfaction regarding value at the project's end, it's crucial to verify if their current perception aligns with the initially agreed-upon scope, objectives, and deliverables. This helps identify any misalignment, misunderstanding, or scope creep that may have occurred, ensuring that closure is based on the established success criteria.
Analyzing which activities *will* generate the most value is a forward-looking or mid-project activity, not an appropriate response when the project is in the closing phase and the customer claims a current lack of value.
Performing a cost-benefit analysis might explain financial aspects, but it does not directly address the customer's subjective perception of value or potential misalignment with project objectives and agreed-upon deliverables.
Concept tested: Stakeholder expectation management and scope validation
Source: https://learn.microsoft.com/en-us/project/manage-stakeholders
Topics
Community Discussion
5
Mei-Ling H.Jul 5, 2026Confirmed B on exam last week. The key word in the stem is "closing a phase", which means the deliverables should already exist and need formal acceptance, not new analysis. Option C and D are traps because they sound like planning activities, but at phase closing you do not go back and analyze new value. The customer is unhappy, so the project manager must validate the scope and outcomes with the customer to confirm what was delivered meets the agreed objectives.
Viktor S.Jun 22, 2026B is the right call here because the PM needs to understand what the customer actually expected before doing anything else, and that means validating scope, objectives, and outcomes against what was agreed. You cannot just stall closure or jump into analysis mode without first reconciling the gap between what you think you delivered and what the customer thinks they were promised. D and C both sound proactive but they are premature when the real issue is a misalignment on expectations. Saw this on my exam last spring and almost bit on C because it sounds like a value-driven PM move, but re-reading the stem told me the
Mei-Ling H.Jun 23, 2026Agree on B, and the word "first" in the stem is the real trigger here because it forces you to prioritize expectation reconciliation over any corrective action, even if D or C would make sense in a follow-up step.
Carlos M.Jun 25, 2026B is the move here. The customer is basically questioning whether the project delivered what it was supposed to, so you need to go back and confirm scope and objectives together before doing anything else. Anyone know if the exam always treats "not generating value" as a scope/objectives validation trigger rather than a business case issue?
Mei-Ling H.Jun 26, 2026Yes, B is correct, but watch the qualifier "not generating value" on the exam because that phrasing usually points to benefits realization rather than pure scope validation, so the answer can flip depending on whether the stem says "not meeting requirements" versus "not generating value."