Discuss PMI PMI-PMOCP Exam Topic 6 Question 2

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.

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

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19 comments · newest first

Queen 1 month ago

Consistency is vital, so metrics should be a priority too.

Harrison 1 month ago

Yes, let’s fix the issues before showcasing benefits.

Marcelle 2 months ago

Option B could come later, after we gather insights.

Carmelina 2 months ago

Exactly! It’s about aligning with customer needs first.

Annice 2 months ago

Right, but direct communication builds trust.

Queen 2 months ago

True, but if we don’t know the metrics, how can we improve?

Harrison 2 months ago

I feel like option A shows we care about feedback.

Marcelle 2 months ago

But what about option C? Reviewing metrics can help too.

Carmelina 3 months ago

Agreed! Understanding their expectations is key.

Annice 3 months ago

I think option A is the best first step. Meeting customers is crucial.

Viola 3 months ago

Wait, are customers really that unhappy? I didn't hear about this!

Erick 3 months ago

D seems like a stretch. More services won't fix the current problems.

Kiera 3 months ago

C is definitely necessary! Metrics can really help improve consistency.

Kattie 3 months ago

B sounds good too, but it might not solve the root issue.

Fletcher 4 months ago

I think A is the best option. Talking to customers is key.

Ronna 4 months ago

Increasing the number of services offered might just complicate things further. I feel like we should focus on improving what we already have first.

Yun 4 months ago

Presenting the PMO's benefits sounds important, but I wonder if that would really address the immediate concerns about service delivery.

Suzan 4 months 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.

Mignon 4 months 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.

PMI-PMOCP Exam - Topic 6 Question 2 Discussion