Program Management Professional (PgMP) — Question 316

A program client reports quality issues with components that have been delivered and requests changes to address those concerns. How should the program manager address the complaints?

Answer options

• A. Start the program escalation process because the customer complained
• B. Follow the program change procedure to implement changes the customer has requested
• C. Review the program governance plan for the next steps to address this concern
• D. Determine where the quality variance originated to best address the concern

Correct answer: D

Explanation

The correct answer is D because understanding where the quality variance originated is crucial to effectively addressing the client's concerns. Options A and B suggest immediate escalation or changes without understanding the root cause, which may not resolve the underlying issue. Option C focuses on governance procedures rather than directly addressing the quality problems reported.