THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
Date: Mon, 21 Oct 2002 11:28:31 -0700
03 00050 61 02102101
Mr. Greg Oxton
Constorium for Service Innovation
751 Laurel Street, PMB 533
San Carlos, CA 94070-3113
Service Innovation for Com Metrics
Just a quick follow up on
received October 14.
The name of your organization fits the model for innovation to provide
"intelligence" support services through a system of
reported in a government study on March 28, 1997.
These days, people fairly readily recognize the need for
support when planes bump into buildings, as occurred on September 11, 2001.
People, also, recognize the need for better productivity to lift
earnings and stock prices, and there is growing awareness that
information overload reduces productivity. However, an innovation
loop prevents using "intelligence" services to add alignment that
makes information useful. The tools people use to solve problems by
holding meetings, making calls or sending an email sow the seeds of
error, loss, conflict, crisis and calamity due to
that is compounded by information overload, as explained in POIMS.
This dilemma needs a service innovation to complement the role of
accountants for adding alignment to daily finances. A service adding
alignment to daily communication improves productivity more than the
accepted role of accounting, because communication is a predicate to
action that prevents mistakes and discovers opportunity that improve
the bottom line.
Communication Metrics services to strengthen intelligence in
government and industry might therefore fit CSI's work promoting
innovation in services. Looking through your website for "Betty" I
gathered that you are doing a lot to improve call centers for
technical support, reflected by sponsorship from Oracle, Microsoft,
HP, and others. Does the opportunity for adding "intelligence"
services for management, engineering, education and so on fit the
model of innovation you are advancing?