Posted 11 September 2008 - 02:14 PM
Shabeeraq, upon quick review I'm not seeing the stress of "formal communication with customers" in the PMBOK like I expected, so I can understand the miss.
As you probably know, when in default write it down, but even more, in this situation you are communicating a change. At this point it's probably been documented as a requested change, reviewed by the Change Control Board, approved by that board, and signed (or documented in meeting minutes as "approved"). This formality should extend to communicating the change out to stakeholders, such as the customer - but that's just a rule of thumb on my part.
The truth is, most things sent to customers should be in the form of a formal communication. There's some flexibility to decide based on the situation of course, in real life, but it seems to me that the PMP Exam will not assume your customer is friendly and goes out for drinks with you every Friday. The customer is that for a product you are producing by way of a very large, complex project you are managing. I believe "customer" in the PMBOK and the PMP Exam also assumes that this person is outside the company, which also necessitates formal communication.
For what it's worth, here are some other situations from my pmp prep book that require Formal communication:
- Updating project management plans
- Trying to solve a complex problem
- Making changes to a contract
- Informing a team member of poor performance (second notice)
- Clarifying a work package
- Requesting additional resources
- Presentations to management
On your second question -- regarding whether the correct answer is work authorization or RACI matrix -- I agree with you, and think the answer was coded incorrectly on the exam key.