I'm pretty sure the performance measurement baseline includes the scope, cost, and schedule baselines. That's the standard set of baselines we've been learning about.
Okay, I've got this. The key is that Joe's refusals stopped after he lost access to the computer, so the change in his behavior is most likely due to negative punishment. I'm confident B is the right answer.
I'm a bit unsure about this one. The customer survey analysis could also be a good option to get direct feedback from the business on how well IT is supporting their needs.
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