What action should be taken when a CSI score drops below 85%?

When a CSI (Continuous Service Improvement) score drops below 85%, it is essential to conduct a detailed root-cause analysis. This action is critical because a drop in the CSI score indicates that there are underlying issues contributing to the decline in performance or service quality. By performing a root-cause analysis, you can identify the specific factors or problems that led to the score decrease. This process will enable the team to develop targeted strategies to address these issues, ultimately improving the quality of service and leading to a better overall project outcome.

Addressing the root causes ensures that any corrective actions taken are effective and sustainable in the long run. This proactive measure fosters continuous improvement within the business processes, making it possible to uphold high-quality standards and meet client expectations.

In contrast, ignoring the issue can lead to further decline in performance and dissatisfaction among stakeholders. Increasing the frequency of project updates could provide more information but wouldn't directly address the problems causing the decline in the CSI score. Reducing the project scope might seem like a way to alleviate issues, but it could also compromise the project's objectives and quality without resolving the root causes of the underlying problems.