Initiating PGMP Practice Questions (Page 4)

Questions 16–20

1. 16expert · hard

   A program manager is defining the KPIs for a program to improve customer service across a bank's branches. The stakeholders have agreed on KPIs for customer satisfaction and average handling time. However, the branch managers are concerned that focusing on average handling time will lead to a poor customer experience, as staff will rush customers. How should the program manager address this concern?

   • AKeep both KPIs but add a review point to analyze the relationship between them and ensure they are balanced.
   • BSet a very low target for average handling time to ensure efficiency.
   • CRemove the average handling time KPI and focus only on customer satisfaction.
   • DReplace the average handling time KPI with a new KPI for 'number of customers served per day'.
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2. 17application · medium

   A government agency is initiating a program to modernize its citizen services portal. The program manager has gathered input from various stakeholders, including citizen advocacy groups, IT security, and departmental heads. The program manager is now developing the program roadmap. What is the primary purpose of this roadmap in the initiation phase?

   • ATo provide a detailed work breakdown structure for each project within the program.
   • BTo define the technical architecture of the new citizen services portal.
   • CTo assign specific tasks to individual team members for the next quarter.
   • DTo communicate the sequence of major program components and milestones, aligning them with the strategic goals and managing stakeholder expectations.
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4. 18application · medium

   A manufacturing company is initiating a program to implement a new IoT-based predictive maintenance system across its factories. The program manager is developing the program roadmap. Historical information from a previous failed IT program shows that the organization underestimated the time needed for change management. How should the program manager use this information in the roadmap?

   • AShorten the overall program timeline to compensate for the previous program's failure.
   • BInclude the historical information in the program charter but not in the roadmap.
   • CIncorporate lessons learned by allocating more time and resources for change management activities in the roadmap.
   • DIgnore the historical information, as each program is unique and past failures are not relevant.
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5. 19foundation · easy

   During program initiation, why is it important to incorporate input from all stakeholders when developing the program charter?

   • ATo eliminate the need for stakeholder engagement during program execution
   • BTo ensure the program charter aligns with strategic objectives and initiates program design
   • CTo finalize the detailed program schedule before any planning activities begin
   • DTo satisfy regulatory requirements that mandate stakeholder approval of all charters
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6. 20application · medium

   A pharmaceutical company is initiating a program to develop a new class of drugs. The program charter has been approved. The program manager is now defining the measurement criteria and KPIs for the program's success. Which of the following is the most appropriate set of KPIs for this program?

   • AKPIs that are kept confidential to avoid pressure on the program team.
   • BA single, high-level KPI that measures the overall profitability of the new drug class.
   • CKPIs that measure regulatory approval milestones, patient outcomes, and research and development (R&D) efficiency.
   • DKPIs that are defined by the project managers of each individual drug development project.
   Reveal Solution Discussion Select an answer first