Service facilitates process improvement.

Press Release Summary:

Combining Lean Six Sigma tool sets with business intelligence tools, Customer Experience-Based Process Improvement Program aligns people, process, and technology to support customer-centric business strategy. Strategic perspective aligns goals of clients' customer service operation with those of organization, while Design perspective refines customer service functions. Tactical perspective focuses on business intelligence using goals, KPIs, metrics, data sources, and balanced scorecards.

Original Press Release:

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 /-- 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 Service Performance Management Offering, please visit CSI's web site at, or email

About Conversion Services International, Inc.
Conversion Services International, Inc. (CSI) is a leading provider of professional services focusing on strategic consulting, data warehousing, business intelligence, business process reengineering, as well as integration and information technology management solutions. CSI offers an array of products and services to help companies define, develop, and implement the warehousing and strategic use of both enterprise-wide and specific categories of strategic data. CSI's current customers include ADP, Coach, Goldman Sachs, Liberty Mutual, Merck, Morgan Stanley, and Pfizer. Information about CSI can be found on the web at or by calling its corporate headquarters at 888-CSI-5036.

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.


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