Question

A project manager is delivering a new customer self-service portal. The business case projected a 20% reduction in call-center volume, but this benefit will only materialize over the 12 months following go-live, well after the project formally closes. The sponsor asks the project manager how the organization will ensure this projected value is actually achieved once the project team disbands. What should the project manager do?

Accepted Answer

Develop a benefits realization plan that defines the metrics, measurement timeline, and assigns ongoing ownership to a business owner for tracking after transition.

Answer

Document the expected benefit in the lessons-learned register and close the project, since benefits realized after closure are outside the project's control.

Answer

Extend the project schedule by 12 months so the project team can measure and report the call-center volume reduction before closing.

Answer

Add the call-center reduction target to the project scope statement and treat it as an acceptance criterion for final deliverable sign-off.