A company decides to apply the principle of continual improvement. Which action would result from this decision?

Question

Options

• AAnalyze and evaluate the existing situation to identify areas for improvement
• BAnalyze customer satisfaction and identify resulting actions
• CReview the Service Management System at least annual
• DStart an internal service organization evaluation

• A
  82% (23)
• B
  4% (1)
• C
  4% (1)
• D
  11% (3)

Explanation

Option A correctly captures the foundational action of continual improvement: before anything can be improved, you must first understand the current state. Frameworks like ISO/IEC 20000 and ITIL ground continual improvement in the "Plan" phase of PDCA - analyze where you are, identify gaps, then act.

Option B is too narrow; customer satisfaction is just one input into improvement decisions, not the defining action of the principle itself. Option C describes a specific management review requirement (a scheduled obligation under standards like ISO 20000), not something that results from choosing to apply continual improvement. Option D describes a one-time audit or evaluation initiative - a specific project, not the ongoing principle in action.

Memory tip: Think "Improve = Assess First." Continual improvement always starts with analyzing the existing situation - you can't fix what you haven't measured. If a choice describes a specific, bounded activity (annual review, customer survey, one-time evaluation), it's likely a distractor from the broader, foundational action.

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