A program manager joins a team to fix a troubled enterprise-wide customer relationship management (CRM) system. Analysis indicates that duplicate customer information data is resulting in redundant…

Question

Options

• AInclude the lessons learned in the weekly program report
• BUpdate the communications management plan
• CUpdate the lessons learned database
• DCommunicate the corrective action to the program sponsor

• A
  4% (1)
• B
  8% (2)
• C
  8% (2)
• D
  80% (20)

Explanation

When a program manager identifies a significant data integrity issue, implements a process-level corrective action, and uses the knowledge repository to guide that fix, the program sponsor-who holds overall accountability for the program-must be informed. The sponsor needs visibility into major issues discovered and the corrective actions taken, both for governance oversight and to support any related decisions. While updating the lessons learned database (C) is also a best practice, it is a knowledge management activity. Option D is correct because communicating the corrective action to the program sponsor fulfills the program manager's accountability obligation and ensures the sponsor can exercise proper oversight of a significant program-level intervention.

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