The best course of action to take when the customer reports defects after implementation of the

product is to compare reported defects with user acceptance test results. User acceptance testing

(UAT) is a process of verifying that the solution meets the requirements and expectations of the end

users and delivers value to them. User acceptance testing involves preparing test cases, scenarios, or

scripts based on the acceptance criteria, executing them with representative users or stakeholders,

collecting feedback, identifying defects or issues, and obtaining sign-off or approval for deployment.

By comparing reported defects with user acceptance test results, the business analyst can determine

whether the defects were already detected and resolved during UAT, whether they were missed or

overlooked during UAT, or whether they emerged after UAT due to changes in the environment,

configuration, data, or usage. This can help to assess the impact and severity of the defects and

decide on the appropriate actions to address them. Escalating the issue to the project manager since

the acceptance was given by the customer is not helpful, as it does not involve investigating or

resolving the defects. Doing nothing since the solution is now the responsibility of the operations

manager is not responsible, as it does not ensure customer satisfaction or solution quality. Involving

the end users and planning a new round of acceptance tests to check the gaps is not feasible, as it

may be costly, time-consuming, and disruptive to conduct another UAT after

implementation. Reference: PMI Professional in Business Analysis (PMI-PBA)® Examination Content

Outline1, page 14; Business Analysis for Practitioners: A Practice Guide2, page 80.