Executive Vice President's Message
Organizing Around the Customer

In April, the executive office at CLSI enacted its first organizational realignment in many years.  While the total number of our paid staff (24) has not changed, we have made some significant changes in responsibilities and have streamlined work-flow processes.  In addition, our staff is now better organized to achieve the high priority elements as articulated in our recently approved strategic plan.  In summary, we have reduced the number of our departments from 5 to 3.  We are now better organized to better meet the development, production, delivery, communication, and responsiveness to our customers and constituencies of our standards, guidelines and other products and services. 

While some employees now have changed roles which better serve CLSI’s needs, and for which their individual skills are ideally suited, we  have made one position elimination decision, that being the Assistant Executive Director for Global Programs. Geri Barnes’ contribution in the establishment of the organization’s education workshops, the production of award-winning videotapes, the initiation of computer applications that facilitate the use of our consensus documents, and the institution of CLSI’s quality system will continually impact the organization. But she will be most missed for her ongoing support of active members and volunteers and her tireless efforts to promote relationships with our key global partners. Geri’s departure does not signal a reduced commitment by CLSI to our global vision;  instead, our focus should and will be to heighten the importance of a global perspective, by everyone in the organization, in all that we do.

Major changes include:

First, the Standards Area is essentially unchanged on the surface.  CLSI takes enormous pride in the skill level and work ethic of our 10 staff members which drive the “engine” of CLSI.  While the staff remains essentially unchanged, a rebalancing of their workload distribution is occurring to better meet shorter document development times and an increased number of simultaneous projects.  As always, we welcome open feedback and input from our members on  new and existing projects.

The second area is that of Membership Services & Marketing.  This area is charged with understanding our constituents’ needs, both now and in the future.  There are 5 staff members in this area, whose key duties include membership relations, communications, media relations, promotions of new and existing documents, organizing exhibits and trade show attendance, volunteer and member surveys, to name some key areas. In the near future expect us to be asking for frequent input and feedback on member benefits enhancements.

Our third key area is Finance and Administration.  This group of 7 staff members manages the customer service aspects of the office as well as the financial, accounting, accounts payable and receivable, information technology, telephone inquiries, the fulfillment of orders, inventory management and stocking, and meeting management.  These are many of the unsung heroes of CLSI.  While they may not have the visibility of the other areas, we could not function without them and in many ways, they are our voice to our customer.  Again, we always wholeheartedly welcome your input for customer service enhancements.

Thanks for your continued outstanding support as CLSI continues our evolution and growth as the premier voluntary consensus standards organization.  I extend the opportunity to discuss with me directly any ideas you may have to achieve this vision.  I may be reached at 610-688-0100, ext 116, or at gfine@clsi.org .

Glen

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