Which of the following activities in a Business Activity Model would establish whether the KPI and its associated performance objective is being achieved?

An airline has agreed that the following Key performance indicator (KPI) will help measure one of the airline’s Critical Success Factors (CSFs) Ccustomer service. The KPI is the percentage of customers rating our service as excellent in an independently administrator customer survey.

In the current year, the performance objective associated with KPI is 70%. The airline, therefore, aims for at least 70% of customers rating its service as excellent.

Which of the following activities in a Business Activity Model would establish whether the KPI and its associated performance objective is being achieved?
A . Monitor customer satisfaction.
B . Define customer satisfaction.
C . Agree performance objective.
D . Deliver customer service.

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Answer: D