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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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Carmelina
4 days ago
Exactly! It’s about aligning with customer needs first.
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Annice
9 days ago
Right, but direct communication builds trust.
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Queen
14 days ago
True, but if we don’t know the metrics, how can we improve?
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Harrison
19 days ago
I feel like option A shows we care about feedback.
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Marcelle
24 days ago
But what about option C? Reviewing metrics can help too.
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Carmelina
30 days ago
Agreed! Understanding their expectations is key.
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Annice
1 month ago
I think option A is the best first step. Meeting customers is crucial.
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Viola
1 month ago
Wait, are customers really that unhappy? I didn't hear about this!
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Erick
2 months ago
D seems like a stretch. More services won't fix the current problems.
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Kiera
2 months ago
C is definitely necessary! Metrics can really help improve consistency.
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Kattie
2 months ago
B sounds good too, but it might not solve the root issue.
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Fletcher
2 months ago
I think A is the best option. Talking to customers is key.
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Ronna
2 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.
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Yun
2 months 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
3 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.
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Mignon
3 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.
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