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In the context of the Continual Service Improvement (CSI) process, stakeholders play a vital role in influencing and guiding improvement initiatives. Their involvement is critical because they provide valuable insights, perspectives, and feedback that help shape the direction of the initiatives. This ensures that improvements are aligned with the needs of the business and the end users.

Stakeholders are typically comprised of various groups, including customers, service providers, and other interested parties who may have a stake in the service being provided or the outcomes of the improvement initiatives. Engaging them throughout the CSI process facilitates a better understanding of expectations and challenges, fostering collaboration that enhances decision-making and the effectiveness of improvements.

This approach contrasts sharply with the idea that stakeholders are only informed after decisions are made, which would limit their influence and potentially result in initiatives that do not meet actual needs or address the right issues. Similarly, suggesting stakeholders do not have an important role overlooks their critical contributions, while implying they only provide financial funding diminishes the broader impacts and engagement they have in the improvement process.