In Service Level Management (SLM), EPI highlights thatcustomer feedback—such as surveys, complaints, and satisfaction assessments—is a core driver for the Service Improvement Process (SIP).
The SIP is designed to:
Identify weaknesses in services
Address dissatisfaction
Improve service delivery quality
Optimize process performance
Remove recurring issues
Customer surveys and complaints provide:
Direct feedback on service experience
Indicators of service quality gaps
Evidence of unmet expectations
Insights for corrective and preventive actions
These are theprimary input sourcesfor generating SIP actions.
Why the other options are not correct:
A. Needs Analysis— focuses on understanding customer requirements before service definition, not post-operational feedback.
C. Capability Assessment— evaluates internal service delivery capability, not customer perception.
D. Service Portfolio— defines available services, not improvements.
Therefore,Service Improvement Processis the correct selection.
EPI DCFOM-Aligned Reference Concepts (Paraphrased)
SIP is fueled by customer feedback such as complaints and surveys.
SLM uses feedback to drive improvements and maintain SLA quality.
