The chief executive officer reminds a program manager that a program must deliver a 30% reduction in customer complaints by the end of the year. Where is this expectation documented?
C. Benefits Management Plan.
The Benefits Management Plan is a document that outlines the expected benefits of a program, how these benefits align with the organizational goals, and how they will be measured and tracked. In this case, the specific target of a 30% reduction in customer complaints is a quantifiable benefit that the program is expected to deliver. This plan would detail not only this benefit but also the methods for measuring the program's success in achieving it, and how this aligns with the broader objectives of the organization.
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