Project Management Professional (PMP)® Examination Content OutlineProcessMedium
A project manager is overseeing a project to implement a new customer relationship management (CRM) system. During user acceptance testing (UAT), several key end-users report that the system's interface is counter-intuitive and difficult to navigate, despite meeting all documented functional requirements. This feedback was not anticipated. What should the project manager do NEXT?
- AEscalate the issue to the project sponsor, requesting a decision on whether to proceed or delay.
- BSchedule training sessions to help users adapt to the current system interface.
- CInform the users that the system meets documented requirements and proceed with the launch.
- DAnalyze the feedback with the team and product owner to understand the usability issues and potential solutions.
Show answer & explanationAnswer & explanation
Correct answer: D. Analyze the feedback with the team and product owner to understand the usability issues and potential solutions.
User acceptance is crucial for successful system adoption. Even if functional requirements are met, usability issues can hinder project success. Analyzing the feedback with the team and product owner is the next logical step to understand the problem and determine if changes are necessary.
Why the other options are wrong
- A. Escalating prematurely without understanding the full scope of the problem or potential solutions is not proactive project management.
- B. While training can help, it may not resolve fundamental design flaws that make the system 'counter-intuitive.' This might be a partial solution, but analysis comes first.
- C. Ignoring user feedback, particularly on usability, can lead to low adoption and project failure.
Quality Assurance (QA)
A process-oriented approach focused on preventing defects by improving the processes used to create deliverables.
- Aims to build quality into the product from the start.
- Involves auditing project requirements and results to ensure standards are met.
- Differs from Quality Control (QC) which focuses on identifying defects in deliverables.
Memory trick: Quality isn't just 'working'; it's 'working well' for the user.