Choice "B" is correct. Financial and non-financial features of an organization that contribute to its success in achieving strategy are referred to as critical success factors and are normally classified as:

1. Financial solvency and return,

2. Customer satisfaction,

3. Internal business processes, and

4. Human resource innovation.

Choice "d" is incorrect. The term total quality management continuum is a distracter.
Choice "c" is incorrect. Balanced scorecards serve to document the measurements of critical success factors. Although balanced scorecards include measurements that are classified by critical success factors, they are not, themselves, the features of the organization that contribute to its success.Choice "a" is incorrect. Benchmarks represent the best practices within an industry or within a function. They may serve as the individual standards that serve to evaluate the achievement of goals classified within the context of critical success factors but they are not, themselves, the features that an organization must possess to accomplish their strategy.