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.