CONTACTS 
0201 - Constorium for Service Innovation    650 261 9200
020101 - Mr. Greg Oxton; Executive Director =650 261 9200
020102 - goxton@serviceinnovation.org
020103 - Executive Office

SUBJECTS
Initial Inquiry about SDS
CSI Consortium for Service Innovation Greg Oxton Inquires About SDS C
SDS Inquiry About Volitional Partners Found SDS Records Interesting
Constorium for Service Innovation CSI Greg Oxton Call Centers Technic
Define KM Leadership, TQM, AI, Project Management Social People Skill
Innovation Communication Adds Intelligence for System of Metrics

1208 -    ..
1209 - Summary/Objective
1210 -
121001 - Follow up ref SDS 96 0000, ref SDS 87 0000.
121002 -
121003 - Received ref DRT 1 0001 from Greg Oxton responding to the letter sent
121004 - to him, ref DIP 1 0001, answering Greg's questions on 021011 about SDS
121005 - and Com Metrics. ref SDS 96 FG3K
121006 -
121007 - Greg says today...
121008 -
121009 -     Thanks for sharing your perspective.  It is an enlightened view!
121010 -
121011 -     I manage an organization called the Consortium for Service
121012 -     Innovation and it seems that we are working on some things that
121013 -     align with some of what you are talking about and might be
121014 -     interested in. Please feel free to browse our web site at
121015 -     www.serviceinnovation.org  and the Betty program at
121016 -     www.serviceinnovation.org/betty
121017 -
121018 -  ..
121019 - Submitted ref DIT 1 0001 answering Greg's letter, and saying....
121020 -
121021 -   1.  Just a quick follow up on your letter received 021014, shown
121022 -       below, the name of your organization fits the model for
121023 -       innovation to provide "intelligence" support services through a
121024 -       system of "Communication Metrics," reported in a government
121025 -       study on 970328. ref DRP 4 6172
121026 -
121027 -        ..
121028 -   2.  These days, people fairly readily recognize the need for
121029 -       "intelligence" support, ref DIT 1 JY7O, when planes bump into
121030 -       buildings, as occurred on 010911, ref SDS 58 0001,
121031 -
121032 -        ..
121033 -   3.  People also recognize the need for better productivity to lift
121034 -       earnings and stock prices, and there is growing awareness that
121035 -       information overload reduces productivity. ref DIT 1 P07J
121036 -       However, an innovation loop prevents using "intelligence"
121037 -       services to add alignment that makes information useful.  The
121038 -       tools people use to solve problems by holding meetings, making
121039 -       calls or sending an email sow the seeds of error, loss,
121040 -       conflict, crisis and calamity due to meaning drift that is
121041 -       compounded by information overload, as explained in POIMS.
121042 -       ref OF 1 049O
121043 -
121044 -        ..
121045 -   4.  This dilemma needs a service innovation to complement the role
121046 -       of accountants for adding alignment to daily finances.  A
121047 -       service adding alignment to daily communication improves
121048 -       productivity more than the accepted role of accounting, because
121049 -       communication is a predicate to action that prevents mistakes
121050 -       and discovers opportunity that improve the bottom line.
121051 -       ref DIT 1 T18L
121052 -
121053 -        ..
121054 -   5.  Communication Metrics services to strengthen intelligence in
121055 -       government and industry might therefore fit CSI's work promoting
121056 -       innovation in services.  Looking through your website for
121057 -       "Betty" I gathered that you are doing a lot to improve call
121058 -       centers for technical support, reflected by sponsorship from
121059 -       Oracle, Microsoft, HP, and others.  Does the opportunity for
121060 -       adding "intelligence" services for management, engineering,
121061 -       education and so on fit the model of innovation you are
121062 -       advancing? ref DIT 1 G29J
121063 -
121064 -
121065 -
121066 -
121067 -
121068 -
121069 -
121070 -
121071 -
121072 -
121073 -
121074 -