Consistency in customer-facing activities is essential to ensure a positive customer experience. If employees are using different formats for these activities, it may lead to confusion or frustration among customers, potentially impacting customer satisfaction and retention. Therefore, addressing this inconsistency is important as part of an improvement opportunity.

I think C. Lots of reference to consistency - BABOK v3: pg 154 - Some common examples of opportunities include: • Increase Efficiencies: automate or simplify the work people perform by re-engineering or sharing processes, changing responsibilities, or outsourcing. Automation may also increase consistency of behaviour, reducing the likelihood of different stakeholders performing the same function in distinctly different fashions.

A is correct. Different approaches to work can be confusing to customers and can be a problem for organization. Under a proactive approach, one should not wait for problem to realize and face consequences e.g., drop in sales, customer complains, etc.