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PMI-PMOCP Exam - Topic 6 Question 2 Discussion

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?
A) Meet with customers and check if a reassessment of expectations is needed.
B) Present the PMO's benefits realized to the executive team and customers.
C) Review the service quality metrics for customers regularly to drive consistency.
D) Increase the number of PMO services offered to its customers.

PMI-PMOCP Exam - Topic 6 Question 2 Discussion

Actual exam question for PMI's PMI-PMOCP exam
Question #: 2
Topic #: 6
[All PMI-PMOCP Questions]

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?

Show Suggested Answer Hide 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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Ronna
Increasing the number of services offered might just complicate things further. I feel like we should focus on improving what we already have first.
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Yun
5 days ago
Presenting the PMO's benefits sounds important, but I wonder if that would really address the immediate concerns about service delivery.
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Suzan
10 days ago
I remember a practice question where we had to analyze service quality metrics. It seems like reviewing those metrics could help identify the inconsistencies.
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Mignon
15 days ago
I think meeting with customers to reassess expectations could be a good first step, but I'm not entirely sure if that's the best approach.
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