A project manager has received numerous complaints from staff concerning poor service provided by a vendor.
Which of the following steps should the project manager take FIRST to correct the problem?
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A. B. C. D.C.
When a project manager receives numerous complaints from staff concerning poor service provided by a vendor, the first step to correct the problem is to notify the vendor of the complaints and review the service level agreement (SLA) with the vendor. Therefore, the correct answer is C.
Here's a detailed explanation of why this is the correct answer:
A service level agreement (SLA) is a contract between the vendor and the project manager that outlines the quality of service the vendor is expected to provide. If the vendor is not meeting the SLA, the project manager has the right to notify the vendor of the complaints and request a review of the SLA. This allows the project manager to work with the vendor to correct the problem and ensure that the vendor is meeting the expectations outlined in the SLA.
Reviewing the SLA with the vendor is the first step because it provides a clear understanding of the agreed-upon terms between the vendor and the project manager. By reviewing the SLA, the project manager can determine if the vendor is in breach of contract and identify areas where the vendor needs to improve.
Before terminating the vendor, the project manager should attempt to work with the vendor to correct the problem. Terminating the vendor should be a last resort and should only occur if the vendor is unwilling or unable to improve their service.
Sending a cease and desist (C&D) letter to the vendor and notifying key stakeholders may be necessary in some situations, but it should not be the first step. These actions may damage the relationship with the vendor and cause the vendor to become defensive. Therefore, it is important to attempt to work with the vendor to correct the problem before taking any legal action.
Reviewing the acceptable use policy with the vendor before requesting termination of the vendor's employee is not necessary in this situation. This step may be necessary if the vendor's employee is violating the acceptable use policy, but it should not be the first step in correcting the problem.