Federal Express Distributes a Weekly Service Quality Indicator Report Showing

Federal Express distributes a weekly Service Quality Indicator report showing performance to goals on 12 different items. Upon receipt of the report, managers and contact personnel investigate root causes of service failures. By distributing a weekly Service Quality Indicator report and investigating service failures, Federal Express is addressing which of the following steps in the process for developing customer-defined standards?

A) Translating customer expectations into behaviors and actions for each service
B) Tracking measures against standards
C) Electing behaviors and actions for standards
D) Establishing measures and target levels for standards
E) Deciding whether hard or sod measures are appropriate