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?
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.

Question

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?  
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.

Quizplus · Accepted Answer

While every project manager wants to achieve customer satisfaction, this subjective term is too vague to be measured or accounted for. What one person deems customer satisfaction may be low compared to another. Requirements need metrics to determine the level of success. Answer: C is incorrect. The subjective requirements cannot be measured or mapped to quality requirements. Answer: B is incorrect. This is not an assumption, but a subjective requirement. Answer: A is incorrect. This is not a risk, but a requirement that needs metric for measurement attached to it.

You Are Working with the Project Stakeholders to Analyze and Prioritize