BOSTON, March 14, 2012 /PRNewswire/ -- Technisource, a Randstad company, one of the largest technology talent and services providers in North America, today announced that the Technisource Continual Service Improvement (CSI) program crossed the $1M mark in support and productivity savings. In order to offer this strategic level of support, Technisource has funded more than 4000 man-hours to build the program and made it a key component of every service desk manager's responsibilities. Due to the company's high commitment level, the program was a major factor in Technisource winning the 2011 HDI Team Excellence Award for External Support.
Since its official launch in Q2 2010, the program has identified more than 400 CSI improvement opportunities valued at, and passed along, more than $1M in support and business savings to its customer base. The savings were comprised of a combination of hard and soft costs associated with changes made to service desk programs; yielding improvements such as increased first call resolution and business productivity, decreased time to restore data and reduction of client support costs.
"Technisource has been fully engaged in the creation of the most strategic CSI program known to the industry, in both funding extensive man-hours to identify Continual Service Improvement opportunities and in passing along more savings to its customer base than any other vendor," stated Andrew Speer, president of technology solutions for Technisource. "The program is now a core part of our service desk agents' responsibilities and our teams are charged with constantly discovering new and innovative ways to improve how we deliver best-in-class support."
Realizing the need to further drive continual service improvement and proactively improve the customer experience, Technisource established and funded a dedicated CSI project manager in mid-2010, with the responsibility of working with the company's delivery organization to identify areas of improvement and additional value Technisource can bring to customers. Using the ITIL 7 steps of continual service improvement and the Deming Plan-Do-Check-Act (P-D-C-A) cycle as the basis for improvement, the CSI project manager worked with service delivery managers to create a plan that focused on increasing first call resolution, incident reduction, increased business productivity and reduction of overall support costs.
Technisource, one of the largest technology talent and services providers in North America, provides a comprehensive suite of technology services including consulting, project and outsourced services to Fortune 500 corporations, mid-sized companies and small organizations. With nearly 40 years of experience, Technisource maintains a group of 8,000 experienced consultants to provide services through its network of more than 50 offices across the U.S. Technisource is now a part of Randstad. For more information, please visit www.technisource.com.
Randstad is a $22.5 billion global provider of HR services and the second largest staffing organization in the world. From temporary staffing to permanent placement to inhouse, professionals, search & selection, and HR Solutions, Randstad holds top positions around the world and has approximately 31,100 corporate employees working from its nearly 4,700 branches and inhouse locations in 40 countries. Founded in 1960 and headquartered in Diemen, the Netherlands, Randstad Holding nv is listed on the NYSE Euronext Amsterdam.
Learn more at www.randstad.com.