Gelton Was Leading a Team of Three Co-Workers Focused on Improving

Gelton was leading a team of three co-workers focused on improving their company's process for hiring new employees.They had read the company procedures manual describing the current process, then interviewed newly-hired workers about their experiences.They used the principles of activity-based costing to determine the average cost of hiring a new employee, then created a line graph tracing the average cost over the last twelve months."Reading the company procedures manual" and "interviewing newly-hired workers" are examples of:

A) Two different steps in the generalized BPM model discussed in the text.
B) The second step in the generalized BPM model discussed in the text.
C) The sixth step in the generalized BPM model discussed in the text.
D) Things that must happen in every BPM project.