A service company conducted a change management project to increase customer satisfaction for one year. What can be done to sustain the positive…

Sustaining positive outcomes requires capturing and applying lessons learned. ACMP defines the

lessons learned evaluation as a closure activity that not only reflects on performance but also shares

insights for sustaining gains and improving future initiatives. Revising objectives (B), vision (C), or

communication methods (D) may help but do not institutionalize learning. Option A ensures

sustainability through reflection and sharing of best practices.

(Reference: ACMP Standard, Process Group 5 – Close; Activity: Conduct lessons learned to sustain

improvements and build organizational capability.)