Ghada AsfourRiyadh, Saudi Arabia / Riyadh Region /Ri, Saudi Arabia
Three months after the formal acceptance and delivery of a product. The customer encountered significant functionality problems during usage. What should the project manager do?
a. Close the project and address the situation by creating another project.
b. Request that the problem be solved during the maintenance of the product.
c. Create a change request.
d. Document the problem as lessons learned. Saving Changes...
Answer = D a. 3 months after the project is complete, it should be closed already and it is not the responsibility of the PM to initiate new projects. That comes through the PMO, customer support organization, or some other sponsor. b. There is no way to know from the question whether or not this is feasible. c. Closed projects aren't revised but a new project is still a change. It is a change from "do nothing". Like above, initiating new projects is not the PM role. d. This is the most correct answer unless a change request is assigned to the PM to go work. Otherwise there is nothing to do but document the discrepancy between expected outcome and actual outcome.
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1 reply by Ghada Asfour
Jul 14, 2020 10:28 AM
Ghada Asfour
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According to your idea, how could the pm submit a change request for a closed project?
And why not B, since he says it’s a functionality problem
Saving Changes...
Ghada AsfourRiyadh, Saudi Arabia / Riyadh Region /Ri, Saudi Arabia
Jul 14, 2020 10:19 AM
Replying to Keith Novak
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Answer = D a. 3 months after the project is complete, it should be closed already and it is not the responsibility of the PM to initiate new projects. That comes through the PMO, customer support organization, or some other sponsor. b. There is no way to know from the question whether or not this is feasible. c. Closed projects aren't revised but a new project is still a change. It is a change from "do nothing". Like above, initiating new projects is not the PM role. d. This is the most correct answer unless a change request is assigned to the PM to go work. Otherwise there is nothing to do but document the discrepancy between expected outcome and actual outcome.
According to your idea, how could the pm submit a change request for a closed project?
And why not B, since he says it’s a functionality problem
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1 reply by Keith Novak
Jul 14, 2020 12:05 PM
Keith Novak
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The PM does not submit a change request for a closed project, unless the charter states that the PM is responsible for ongoing customer support. That's operational work, not projectized work. The PM should refer the problem to the appropriate department, like Customer Service who would generate some kind of work order, whether it is a project, or some other type of support.
There is not enough information to determine if fixing the problem during maintenance is feasible or appropriate. It states the problems are significant. That may render the product unusable or unsafe, in which case it would not be appropriate to wait until routine maintenance even if the statement of work could feasibly be performed during maintenance.
Saving Changes...
Ghada AsfourRiyadh, Saudi Arabia / Riyadh Region /Ri, Saudi Arabia
According to your idea, how could the pm submit a change request for a closed project?
And why not B, since he says it’s a functionality problem
The PM does not submit a change request for a closed project, unless the charter states that the PM is responsible for ongoing customer support. That's operational work, not projectized work. The PM should refer the problem to the appropriate department, like Customer Service who would generate some kind of work order, whether it is a project, or some other type of support.
There is not enough information to determine if fixing the problem during maintenance is feasible or appropriate. It states the problems are significant. That may render the product unusable or unsafe, in which case it would not be appropriate to wait until routine maintenance even if the statement of work could feasibly be performed during maintenance.
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1 reply by Ghada Asfour
Jul 14, 2020 12:37 PM
Ghada Asfour
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So you’ll go with option D
Saving Changes...
Ghada AsfourRiyadh, Saudi Arabia / Riyadh Region /Ri, Saudi Arabia
Jul 14, 2020 12:05 PM
Replying to Keith Novak
...
The PM does not submit a change request for a closed project, unless the charter states that the PM is responsible for ongoing customer support. That's operational work, not projectized work. The PM should refer the problem to the appropriate department, like Customer Service who would generate some kind of work order, whether it is a project, or some other type of support.
There is not enough information to determine if fixing the problem during maintenance is feasible or appropriate. It states the problems are significant. That may render the product unusable or unsafe, in which case it would not be appropriate to wait until routine maintenance even if the statement of work could feasibly be performed during maintenance.
So you’ll go with option D Saving Changes...
Anonymous
The best answer will depend on the kind of product and the operating model around it. For software products and some physical manufactured products it is very normal, often essential, to continue maintaining a product throughout its life. In such a context, B might well be the best answer. The fact that the problem appears significant doesn't necessarily mean it must be hard to fix and if your customer support capability is sufficient then you won't need a new project to resolve defects. Saving Changes...
Rugpong GrachangpunProject Manager| A private Sector CompanyBangkok, Bangkok, Thailand
In my point of view, I would say,
1st, Document the Problem in the Issue Log and figure it out. After that, you and project team need to investigate what actually make such problems then. it may be the time to update the Lesson Learned Register. Once you got a cause of problem (you may need Fish-bone or something else), then, Change Request will be determined. Since the CR is determined and approve by CCB, it's time to execute the work in Direct and Manage Project Work process.
Why I decided that way? Cause the question doesn't say the project has been closed out (that is the key for me) Once the project got closed out, the product could be in the warranty period (some organisations determine that it's in BAU phase)
If this is happen in the real situation, I would do so. Also, I would check out since Project Charter for the Project Acceptance Criteria for making sure that it should be formally closed. If it doesn't stated any where (and I'm certain that it doesn't state, I would consult with the sponsor. After that, a change may need)
But, if this is just a question in a test D could be a 1st procedure in the sequence of actions.
However, many times, I have seen that many MockUp tests have different correct key answer. I think is depending on each's other point of view.
