Project Management is not lesson to Study its an Experience

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Customer (During testing phase) - This feature is not working as expected.

Project Manager - Yes, because this is out of scope and its need to undergo CR process.

Customer - Can you deliver this as its very Important feature within the timeline, without this its meaningless to Launch.

Project Manager - Sorry, but this is not part of the requirement.

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Out of this story, we cannot say whose mistake it is concretely as both the side has their valid justifications, either customer who signed off the requirements without noticing the feature or project manager who is not accepting the key business feature as it has come during testing phase. This will lead to a debate which can't come to any logical closure. But in today case most of such problem its getting solved by just vendor understanding the customer need and the important of the business case to arrive win-win situation. With this I realize the Project management is not a lesson to study , its an experiment to experience. No PMO techniques has a straight answer to such case.