Which of the following best represents a properly defined and scoped key performance indicator (KPI)?
A properly scoped KPI must be specific, measurable, and time-bound so that performance can be objectively tracked and evaluated. 'Increase phone sales by 15% this year' meets all these criteria: it identifies a specific metric (phone sales), a quantifiable target (15% increase), and a defined time period (this year). The other options are too vague—'Reduce customer complaints' has no measurable target or deadline, and 'Increase customer satisfaction for the month of May' has a timeframe but no quantifiable measure of success.
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