Certification of Capability in Business Analysis (CCBA) — Question 295

You are working with the project stakeholders to analyze and prioritize their requirements for the project. One of the project requirements is to achieve a high-level of customer satisfaction for the project deliverable. What is the danger in this project requirement?

Answer options

• A. Achieving customer satisfaction is a risk, as the project manager cannot control how satisfied the customer will be with the project deliverables.
• B. Achieving customer satisfaction is an assumption and should be documented in the project scope.
• C. Achieving customer satisfaction should always map to the quality requirements for the project.
• D. Achieving customer satisfaction is a subjective requirement and entails a high level of risk of being successfully accomplished.

Correct answer: D

Explanation

The correct answer is D because customer satisfaction can vary widely among individuals, making it a subjective measure that introduces significant risk regarding the project's success. Options A and B incorrectly frame customer satisfaction as either a manageable risk or an assumption rather than recognizing its subjective nature. Option C misrepresents customer satisfaction as a direct mapping to quality requirements, which does not capture its inherent subjectivity.