20. 
Padma Kiran is using automated tools on her project to capture all change requests made by stakeholders. However, a senior manager, who is also a key stakeholder, recently complained that his change requests were not getting addressed. When Padma Kiran checked the change log, she saw that his requests have a 'completed' status. After doing a little more research, Padma learns that the stakeholder is not getting informed about the status of change requests even though the communication channels are in place. In this context, which of the following project processes is not functioning as designed ?