Defects uncovered after change is released to the customer base, Dchange.

1. Identify your business goals.
2. Identify what you want to know or learn.
3. Identify your subgoals.
4. Identify the entities and attributes related to your subgoals.
5. Formalize your measurement goals.
6. Identify quantifiable questions and the related indicators that you will use to help you achieve your measurement goals.
7. Identify the data elements that you will collect to construct the indicators that help answer your questions.
8. Define the measures to be used, and make these definitions operational.
9. Identify the actions that you will take to implement the measures.
10. Prepare a plan for implementing the measures.