TOPIC: Free PMP® Exam Sample Question

You are assigned to a software development project, and you are conducting a product review with an important client. Although the deliverables were previously verified, the client detects a defect and rejects one of the deliverables. What should you do?

A. Submit a change request to fix the deliverable
B. Refund the customer for the value of the deliverable
C. Ask the project team to repair the defect
D. Begin the claims administration process

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HINT: What is usually required in order to modify a deliverable?

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Answer and Explanation
The correct answer is A

The question states that the deliverables have been previously verified implying the Control Quality process has been completed and resulted in verified deliverables as its output. In the scenario described, you are performing the Validate Scope process which is the process of formalizing acceptance of completed and verified project deliverables. One of the tools and techniques associated with this process is an inspection. The inspection includes activities such as measuring, examining and validating to determine whether the work and deliverables meet requirements and product acceptance criteria. A product review is an example of an inspection. In this scenario, the client performed a test that exposed a software bug and caused a deliverable to be rejected. Unless stated otherwise in the question text, deliverables are always placed under configuration control. Therefore, an approved change request is required to modify the deliverable and repair the defect. If the individual or group responsible for reviewing change requests believes the deliverable meets the contractual requirements, the change request could be rejected but still might be approved just to avoid a dispute with the client. Therefore, of the available choices, the best course of action is to submit a change request to fix the deliverable.

Details for each option:

A. Submit a change request to fix the deliverable
Correct. A change request is a formal proposal to modify a document, deliverable, or baseline. In this case, a deliverable will need to be modified to repair the defect in order to gain formal acceptance of the deliverable. An approved change request is required to modify a deliverable.

B. Refund the customer for the value of the deliverable
Incorrect. There is not enough information in the question to determine what action is specified in the contract in case a verified deliverable is rejected by the customer during a product review.

C. Ask the project team to repair the defect
Incorrect. The project team will likely need to repair the defect in this scenario. However, a change request should first be submitted and approved in order to repair the defect.

D. Begin the claims administration process
Incorrect. Starting the claims administration process is a premature action. First, a change request should be submitted to repair the defect. If the individual or group responsible for reviewing change requests believes the deliverable meets the contractual requirements, the change request could be rejected, and then the claim might be submitted.

Reference: A Guide to the Project Management Body of Knowledge, (PMBOK^® Guide) – Sixth Edition, Project Management Institute Inc., 2017, Page(s) 166, 96, 115