 "I have worked with Craig Bailey for approximately 10 years, at
3 companies (GTE Mobile Communications, EDS Personal
Communications and BBN/GTE Internetworking).
Craig was an instrumental member of my leadership team, in
charge of implementing sophisticated and successful Customer
relationship processes and systems that led to improved
operational efficiencies and customer satisfaction. Additionally,
Craig's leadership was key to the successful integration of
disparate operations teams, resulting from mergers and
acquisitions of multiple companies.
If you are striving to improve your customer relationships, I
am confident that Craig Bailey, and his company, Customer
Centricity, will help you achieve your goals."
George Kerns
Former President & CEO,
Digex
Current President &
CEO, Fusepoint Managed Services
"I wanted to take a few minutes to send you my thanks for the work
you did in facilitating the Business Process Re-engineering
initiative Digex launched this summer. The size of the effort and
the introduction of a non-Digex player to such a strategic
initiative made for some apprehensive moments out of the gate.
Your active facilitation role helped us cover a lot of territory
in a short period of time, kept the team focused, and ensured the
final product was of high quality.
The balance between facilitator and collaborator provided us not
only the benefit of your project management skills on a daily
basis, but also the advantage of your experience in defining
customer-focused solutions.
The quality of the work you did for our Business Process
Re-engineering project exemplified all of the guiding principles
that the Enterprise IT organization at Digex is commissioned to
do: accountability; collaboration and communication; and team
work.
Accountability:
-
When we got side-tracked with trivial points, you were effective
in bringing us back to “plan.” Your focus helped the team ensure
that we got the job done right – the first time.
-
The team accomplished all of its very aggressive goals inside an
equally aggressive six week time line, with active participation
from all team members.
Collaboration and Communication:
-
The daily outputs you provided for the team to review ensured that
the documentation was always current.
-
The service orientation you brought to the project ensured that we
regularly incorporated the “voice of the customer” into our work.
Team work:
Thank you again for all of your work to support the re-definition
of lead to order, order to fulfillment, and order to cash business
processes at Digex."
Sincerely,
Pat. Killebrew
Sr. Director
Digex Enterprise IT
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