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Conversion
Services International Rolls Out New Customer Experience-Based
Process Improvement Program
—Aligns Business Processes to Create
Customer-Centric Service Operations—
EAST HANOVER, N.J.
(July 18, 2007)
- Conversion Services International, Inc. (AMEX: CVN), a premier
professional services firm focused on delivering the value in
business intelligence, data warehousing and data management
solutions to Global 2000 organizations and other businesses, today
introduced its new Customer Experience-Based Process Improvement
Program.
CSI, along with its wholly-owned subsidiary, DeLeeuw
Associates, is introducing a full-service, end-to-end solution
that aligns people, process, and technology to support a
customer-centric business strategy. This unique approach helps organizations enhance their
customer experience using multi-disciplined approach that
identifies those things important to a business customer and
enhancing customer loyalty, creating successful service models and
improved financial performance for the organization. Customer
Experience-Based Process Improvement uses proven best practices,
key performance indicators, critical success factors and the
business intelligence tools to support critical management to
goals within a continuous process improvement environment.
Combining Lean Six Sigma tool sets with business
intelligence tools to measure success, Customer Experience-Based
Process Improvement reduces complexity in business processes,
creates scalability and responsiveness to customer needs, as
provides the tools to measure success criteria. Customer
Experience-Based Process Improvement involves a three-pronged
perspective. The strategic perspective provides the framework for
aligning the goals of clients’ customer service operation with
those of the organization as a whole, aligning people, process and
technology with organizational success drivers. The design
perspective refines customer service functions to increase
customer satisfaction, retention and revenue enhancement
opportunities. The tactical perspective focuses on business
intelligence using goals, KPIs, metrics, data sources and balanced
scorecards to capture and report on how well a customer service
operation is meeting objectives in order to identify strengths and
weaknesses.
According
to Bryan Carey, CSI’s senior vice president of strategic
consulting and managing director for DeLeeuw Associates, “CSI
and DeLeeuw Associates are excited about this new offering. Leveraging the histories and strengths of both
organizations, we’re able to combine the business process
reengineering and Lean Six Sigma expertise of DeLeeuw Associates
with the information management and business intelligence
strengths of CSI to provide our clients with a full-service
solution targeted at enhancing customer loyalty and expanding our
clients’ customer base. The first phase of this full-service
offering provides immediate improvements to both operational and
business processes by quickly mapping current processes against
customer expectations and eliminating non-value add steps. The powerful combination of Lean Six Sigma principals,
simple process mapping techniques and our unique Customer
Architecture approach brings immediate improvements. A second
phase of this program introduces business metrics and Voice of the
Customer dashboards to allow managers to control their own
processes with management through measurement techniques. CSI’s
business intelligence tools can make the improvements more
impactful through making management metrics come alive while
building upon a client’s existing technology.”
For more information on the
Customer Experience-Based Process Improvement Program, please visit CSI’s web site at http://www.csiwhq.com,
or email sales@csiwhq.com.
About DeLeeuw Associates
DeLeeuw Associates, a wholly owned subsidiary of Conversion Services
International, Inc. (AMEX: CVN), is a management consulting organization
specializing in integration, reengineering, and project management. Their
associates have significant experience delivering value in large-scale,
fast-paced projects within all financial services sectors and financial areas.
DeLeeuw has managed and supported some of the largest merger projects in the
history of the financial services industry. DeLeeuw's Lean and Six Sigma
practice provides its clients with rapid, quality results, leveraging Lean to
combine process speed and deployment benefits with increased customer
satisfaction, reduced costs and improved revenues and profits.
About Conversion Services International, Inc.
A Note on Forward-Looking Statements
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