Optimizing PMO Service Performance PMI-PMOCP Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A PMO's KPI for 'project planning cycle time' has been consistently above target for three months. The PMO manager needs to identify the root cause and implement improvements. Which process step should be performed first?

   • AConduct a customer satisfaction survey for the planning service
   • BImmediately implement a new project management software to speed up planning
   • CChange the KPI target to a more realistic value
   • DAnalyze the data to identify where delays occur in the planning process
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   A PMO wants to integrate customer satisfaction data into its performance evaluations. The PMO manager notices that satisfaction scores for the 'project reporting' service have declined. What is the most effective way to use this feedback?

   • AInvestigate the reasons behind the decline and identify improvement actions
   • BAssume the decline is due to seasonal variation and take no action
   • CIncrease the frequency of satisfaction surveys to get more data
   • DRemove the satisfaction metric from the dashboard to avoid negative attention
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   What is a key element of a customer satisfaction feedback loop?

   • ASharing feedback only with senior management
   • BCollecting feedback only once at the end of each fiscal year
   • CStoring feedback in a database without any further action
   • DCollecting feedback and using it to make improvements that are then communicated back to customers
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   Which characteristic is essential for a KPI to be considered 'specific'?

   • AIt clearly defines what is being measured and the target to achieve
   • BIt is automatically calculated by the PMO's project management software
   • CIt is expressed as a percentage rather than a raw count
   • DIt is reviewed by senior management before being finalized
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   A PMO director wants to establish a performance review cycle for the 'stakeholder communication' service. The KPI is 'stakeholder engagement score'. The director wants to review performance frequently enough to make timely adjustments but not so often that the review becomes a burden. Which review cycle is most appropriate?

   • ADaily review of the engagement score
   • BQuarterly review with a mid-quarter pulse check
   • CAnnual review only
   • DReview only when the score drops below a threshold
   Reveal Solution Discussion Select an answer first