by Jeff Rumburg
I’ve been a part of this great industry for nearly thirty years, and continual service improvement (CSI) is a topic I’m passionate about. That’s why I’ve chosen to present three case studies of support organizations that are substantially outperforming their industry peers as a direct result of their discipline and culture of continual service improvement!
Every support organization wants to improve—that’s a given! But why do so few succeed to improve in a measurable way, over a sustained period of time? Too often, improvement initiatives are ad hoc, ill-funded, or poorly planned. The all-too-predictable result is improvement programs that fall far short of expectations.
The advent of Chief Service Officers and Chief Improvement Officers offer telling clues about why some support organizations succeed at institutionalizing continual service improvement while others fail. For these pioneering companies, CSI is not a mere slogan, project, or program, but a core discipline that’s carefully developed, nurtured, and managed over time.
What do these successful support organizations have in common, and what lessons can we learn about the key success factors for CSI?
In “The CSI Imperative: How Successful Support Organizations Institutionalize Continual Service Improvement,” I will share the key success factors that all CSI Heroes have in common. You’ll gain valuable insight into the tangible business benefits that CSI can bring to your organization, including lower costs, higher quality customer transactions, and more loyal, satisfied customers.
Jeff Rumburg is speaking at Session 704: The CSI Imperative at the FUSION 16 conference.