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The CSI Imperative – How Successful Support Organizations Institutionalize Continual Service Improvement

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 most others fail. For these pioneering companies, CSI is not a mere slogan, project or program, but rather a core discipline that is carefully developed, nurtured, and managed over time.

In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world’s largest corporations, will present case studies of support organizations that have successfully built a culture and discipline of continual service improvement. Additionally, he will provide a sample CSI timeline and an empirical model for Continual Service Improvement.

Attendees will learn about the core discipline of CSI, the role of chief service and chief improvement officers, common pitfalls of implementing CSI, and the five success factors for effective CSI

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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