A. Did we get there?
Evaluate measurements and metrics.
B. Where are we now?
Perform baseline assessments.
C. What is the vision?
Business vision, strategy, goals and objectives.
D. Where do we want to be?
Define measurable targets.
B: Where are we now?
4.6.1.2 "If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement. It will therefore be difficult to track and measure the effectiveness of the improvement activities, as the new state cannot be compared with a previous state at a later point."
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
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