Federal Express distributes a weekly Service Quality Indicator report comparing 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?

translating customer expectations into behaviors and actions for each service tracking measures against standards

electing behaviors and actions for standards

establishing measures and target levels for standards

deciding whether hard or sod measures are appropriate