To answer the question 'Where are we now?' in the continual service approach, what do we need to know?

In the context of the continual service improvement approach, the question "Where are we now?" fundamentally revolves around understanding the current state of services and processes. To answer this question effectively, it is essential to focus on current baseline assessments.

Baseline assessments provide a snapshot of performance and service quality at a specific point in time. This includes metrics and key performance indicators (KPIs) that highlight how services are currently functioning, allowing organizations to identify areas for improvement. By knowing the current state, teams can compare future performance against this baseline, measure progress over time, and determine whether improvements have been effective.

Understanding the current baseline also enables organizations to make informed decisions about where to focus their improvement efforts and to set realistic objectives that are aligned with their strategic goals. Thus, having clear insight into existing performance metrics is crucial for any successful continual service improvement initiative.