PMI Risk Management Professional Practice Exam

To rank the most frequently occurring customer complaints for a new marketing campaign, which tool would be the most effective?

1. Flowchart

2. Histograms

3. Scatter diagram

4. Pareto diagram

The correct answer is: Pareto diagram

Using a Pareto diagram is the most effective tool for ranking frequently occurring customer complaints related to a new marketing campaign. The Pareto principle, often referred to as the 80/20 rule, suggests that a significant majority of problems (usually 80%) come from a small number of root causes (typically 20%). A Pareto diagram visually represents the frequency or impact of problems, allowing you to identify the most significant complaints quickly. It displays individual complaints in descending order, along with a cumulative percentage, helping stakeholders focus their attention on the primary issues that need addressing first. This prioritization can lead to more efficient use of resources and a more effective resolution process. Other tools, such as flowcharts or histograms, serve different purposes and may not directly aid in the ranking of complaints. Flowcharts illustrate processes and workflows, while histograms show distributions of data rather than prioritizing specific issues. A scatter diagram, on the other hand, is utilized to identify relationships between variables but does not effectively convey the ranking of complaints. Therefore, the Pareto diagram is best suited for this context.