Each of the Following Is a Step in the 10-Step

Multiple Choice

Each of the following is a step in the 10-step approach to developing measurements except:

A) establish guidelines to measure if, and to what degree, critical success factors are met.
B) obtaining a commitment of resources, time, and cooperation from senior business and IT management.
C) develop a formal strategic plan, mission statements, and goals.
D) implement a customer satisfaction measurement process.