What details should be recorded as a baseline prior to implementing a plan for service
improvement?

A.
backlog of changes for the service

B.
number of staff involved

C.
service quality and levels

D.
time taken to operate the process

Explanation:

A) Incorrect. This may be one of the measures if backlog of changes is to be reduced but there
may be other details too.
B) Incorrect. This may be one of the measures if staff numbers are to be improved but there may
be other details too.
C) Correct. The standard recommends the collection of service quality and levels as a baseline so
that actual improvement can be measured.
D) Incorrect. This may be one of the measures if time taken is to be improved but there may be
other details too.