Crucial Exams

PgMP Practice Question

Your organization is launching a multiyear customer-experience program that combines three constituent projects: a cloud CRM rollout, a data-analytics engine, and an outsourced 24×7 contact-center service. While negotiating with the selected vendor for the contact-center component, the steering committee expresses two strategic concerns:

  • Customer-satisfaction scores must average at least 4.6/5 within six months of go-live.
  • Average speed-to-answer must remain below 20 seconds and first-call-resolution above 80 percent, or financial penalties will apply. The chief procurement officer asks you-which contractual document will formally capture these measurable service targets, specify how they will be monitored, and outline remedies if the supplier fails to meet them? Other contractual documents (e.g., the narrative description of work, the staffing projections, and the competitive bid package) are already complete and will be referenced where appropriate.

  • Statement of work

  • Request for quote

  • Resource plan

  • Service level agreement

PgMP
Program Life Cycle Management
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