The keen competitiveness in the business make it is a need for a firm to always develop and innovate to increase the customer satisfaction which a key factor in the sustainability of the organization. Those kinds of development and innovation often refer to the improvement in the organizations. Based on the characteristic of the project, the improvement can be defined as a project. In this term, the improvement with the customer satisfaction as the basis in the service industry can be considered as the improvement project which has to be implemented on the organization to give the impact on customer satisfaction.
The purpose of this research is to develop the conceptual framework for the improvement project on service industry corresponded to the customer atisfaction which is a key factor on the sustainability of the organization. The improvement project is directed to the project management to reduce the risk of
the failure in the implementation. The phases of the project management based on the proposed in conceptual framework developed in this research are project selection, project initiation and project planning.