What does the following statement define? It comprises all of the things we need to do to provide someone who cares with what they expect to receive, including actions we take when we fail to meet those expectations.

The statement defines a business process. A business process is essentially a sequence of tasks or activities that are designed to produce a specific outcome or deliver a particular product or service. This includes all the necessary actions to meet customer expectations, which is a core component of delivering value in a business context.

Moreover, the inclusion of actions taken when expectations are not met reflects the dynamic nature of business processes, which often require feedback loops and adjustments to ensure customer satisfaction. This responsiveness is crucial in maintaining relationships and improving the overall quality of service.

In contrast, the other options relate to different aspects of business management. A business case typically outlines the justification for a specific project or initiative, seeking approval and funding. A business system refers to the overarching framework or technology that supports various processes within an organization. A business plan is a comprehensive document that describes the business goals, strategies, and the financial outlook. Therefore, the unique focus on delivering goods and services while managing expectations defines a business process.