After Determining That Reliability Was a Major Concern for Its

Multiple Choice

After determining that reliability was a major concern for its customers, a pest control company translated customer expectations into behaviors and actions for its monthly sprayings of homes and businesses. Having accomplished that, the pest control company needs next to:

A) Prioritize the behaviors and actions for which customer-defined standards will be set
B) Develop feedback mechanisms for measurement of standards
C) Decide whether hard or soft standards are appropriate
D) Establish measures and target levels for standards
E) Track behaviors and actions against existing standards