Service improvement is not simply about optimizing customer satisfaction or maximizing profits. The real point is to avoid stagnation: If we don't move with the times, we'll be left behind. Our third video about the simple principles of good service management explains how the continual service improvement process works in YaSM:
The idea of the service lifecycle and continual improvement has a long history and was not invented specifically for managing services. It is modeled upon a well-established management method for continual improvement, known for example as the "Plan-Do-Check-Act" or "PDCA cycle" that was made popular by Edwards Deming.
Resources from the YaSM Wiki:
YaSM's service improvement process:
From the YaSM Blog | YaSM and continual service improvement:
This video on YouTube: