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Several components of an expensive manufacturing project have been returned by the customer. The customer is complaining that the quality of the components is poor and is concerned that, as a result, their products will be returned due to quality issues. The project manager is certain that quality has been maintained. How should the project manager communicate with the customer to help assure them that the project has produced quality products?
Correct Answer: D
In situations where there is a dispute regarding the quality of project deliverables, it is essential to provide evidence that demonstrates adherence to quality standards. Showing the customer the quality control measurements is an effective way to communicate that the project outputs have been produced according to the agreed-upon quality requirements. This approach is supported by the PMI's distinction between quality assurance and quality control. Quality control involves the technical processes that examine, analyze, and report the project's progress and conformance with performance requirements. By sharing the quality control measurements, the project manager can provide objective evidence that the project deliverables meet the necessary quality standards1. References: * PMI's "A Guide to the Project Management Body of Knowledge" (PMBOKGuide)2. * Project Management Academy's resources on the difference between Quality Assurance and Quality Control for the PMP Exam1. * LinkedIn articles on communicating with customers about Quality Management345.