Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Implementing service and process improvements belongs to the 'How do we get there?' step, not the goal-setting step.

Reviewing measurements and metrics is the activity performed in the 'Did we get there?' step, which verifies whether targets were met.

Creating a baseline is performed in the 'Where are we now?' step, which precedes target-setting.

Defining measurable targets is the core activity of this step, where specific, quantifiable goals are set to close the gap identified in the 'Where are we now?' assessment. These targets provide the success criteria that later steps will use to determine whether improvement has been achieved.