Question

A predictive project team has completed a major deliverable and submitted it for the customer's review. During the acceptance meeting, the customer states the deliverable does not meet their expectations, though it satisfies every documented requirement in the approved scope statement. The customer is now demanding rework at no additional cost. What should the project manager do FIRST?

Accepted Answer

Compare the delivered work against the documented scope statement and acceptance criteria to confirm whether requirements were met

Answer

Agree to perform the rework immediately to preserve the customer relationship and maintain goodwill

Answer

Submit a change request to formally add the customer's new expectations to the project scope

Answer

Escalate the dispute to the sponsor and request a decision on whether to fund the rework