A customer is angry because, upon visiting the project site, they found one of their requirements was not met. What should the project manager do?

The project manager should first refer to the requirements traceability matrix to verify the status and origin of the requirement. This matrix links requirements to their source, tests, and design elements, allowing the PM to determine if the requirement was ever formally captured, approved, or removed. Analyzing the requirement will clarify whether it was missed, deferred, or intentionally excluded, providing a factual basis for discussion. Discussing and agreeing to implement the missing requirement immediately is premature without understanding its history and impact. Reviewing the scope management plan with the customer is too broad; the traceability matrix provides a more direct and efficient way to investigate a specific requirement. Examining the benefits management plan is irrelevant to identifying a missing requirement; it focuses on realizing project benefits, not individual requirements.