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CAPM Practice: Demonstrate an understanding of the various project life cycles and processes

Question 33 of 95 in Demonstrate an understanding of the various project life cycles and processes

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Camilo Sabbagh is reviewing the project charter for a digital transformation initiative at Quartile Advisory. He notices the project scope section lists 'implement new CRM system, train all staff, and improve customer satisfaction by 25%.' A colleague asks Camilo if this scope statement is appropriate. What is the BEST response?
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Correct answer: The scope needs revision because 'improve customer satisfaction by 25%' is a project objective or success metric, not a scope deliverable

Explanation

Project scope defines the work to be performed and deliverables to be produced. 'Improve customer satisfaction by 25%' is an objective or success measure, not a scope item. Scope should focus on what will be delivered (CRM system, training), while objectives define why and desired outcomes. This distinction helps prevent scope confusion.

**Why not A:** A project charter appropriately includes a high-level scope description, which can contain specific deliverables and measurable targets. The level of detail shown is suitable for a charter. The issue is not the level of detail but the mixing of deliverables with objectives.

**Why not B:** While the scope includes deliverables (CRM implementation, staff training), the "improve customer satisfaction by 25%" is an objective or success metric, not a deliverable. The scope statement is not appropriate because it conflates what will be delivered with the desired outcome of the delivery.

**Why not C:** There is no rule against combining technical and training deliverables in a single project. Many projects include both system implementation and user training as complementary deliverables. The concern is about the objective being listed as a scope item, not about the types of deliverables included.

Key Concept

This question covers Demonstrate an understanding of the various project life cycles and processes under Demonstrate an understanding of the various project life cycles and processes (Project Management Fundamentals and Core Concepts).

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