PMI-PMOCP Exam - Topic 6 Question 2 Discussion

Actual exam question for PMI's PMI-PMOCP exam

Question #: 2
Topic #: 6

The executive team is concerned with the performance of a PMO. Some customers have complained that service delivery is inconsistent.

What should the PMO professional do first to address these concerns?

AMeet with customers and check if a reassessment of expectations is needed.

BPresent the PMO's benefits realized to the executive team and customers.

CReview the service quality metrics for customers regularly to drive consistency.

DIncrease the number of PMO services offered to its customers.

Show Suggested Answer

Suggested Answer: A

To address concerns about inconsistency, the first step is to engage customers to verify their expectations and determine if misalignment exists. This dialogue clarifies service gaps and identifies improvement opportunities.

Presenting benefits (Option B) or reviewing metrics (Option C) are useful but may miss the root cause if expectations differ. Increasing services (Option D) can worsen inconsistency.

PMI-PMOCP Governance emphasizes stakeholder engagement as a first response to service quality concerns.

References:

PMI-PMOCP Exam Content Outline, Governance Domain

PMI Practice Standard for Project Management Offices (2013), Customer Engagement

PMI PMO Value Ring, Service Quality

by Sharee at May 26, 2026, 01:32 PM

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