What is the first step in the continual improvement model for establishing a baseline?

Establishing a baseline in the continual improvement model starts with understanding the overall purpose of the service. This foundational step is crucial as it lays the groundwork for identifying what metrics are relevant for improvement. By clearly defining the service's overall objectives and the value it aims to deliver, organizations can ensure that any data collected subsequently—such as customer feedback or performance metrics—aligns with these goals.

This understanding helps stakeholders frame their expectations and guides the selection of KPIs that will accurately reflect service performance against these established purposes. Therefore, having a clear grasp of the service's intent is essential before diving into specific measures or feedback mechanisms.