Continual Service Improvement: More Than Improving Services
John Sansbury
· 7 min read
What continual service improvement really means, the CSI model, who should lead it, where to start and how to run a CSI register.
Continual service improvement: much more than continually improving services
Continual service improvement is easy to say. It is far less easy to understand, to introduce as a culture, or to adopt as a working process. In The Journey to Service Excellence, John Sansbury devotes a chapter to clearing up what CSI actually means, and his starting point may surprise you: it is not about making your services better and better.
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