Question

A project delivered a new customer self-service portal three months ago. The business case promised a 20% reduction in call-center volume within six months. The sponsor now asks the project manager whether the project is actually generating the expected value. The project manager realizes no mechanism was set up to measure the reduction after deployment. What should the project manager do FIRST?

Accepted Answer

Review the benefits management plan to identify the defined metrics and measurement method, then establish tracking against the baseline.

Answer

Declare the project a success because all deliverables were accepted and the portal is live in production.

Answer

Add a new feature to the portal to further reduce call-center volume and improve the chances of meeting the target.

Answer

Inform the sponsor that benefits realization is the responsibility of operations and outside the project's scope.