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One of the most rewarding aspects of being a part of organizational change is witnessing the transformation that happens to all aspects of the business. Sure, change can feel like a slow process, but we've personalized the classic business model of change to celebrate our story and to mark our spot in the transformation process.




Every week members of the project teams report in about where they are in the process of improving our way of doing business. As you can see in the scorecard below, most of the teams have developed an action plan to address their main areas of impact. (Don't worry about the Education and Roll Out teams—it seems like they are stuck on "start"— but the other project teams launched their kick-offs before Roll Out and Education by design.) Change takes time, patience and flexibility. Thanks to everyone who has contributed to the work of the project teams. Have any questions about anything you see here? Let us know! We'd love to hear from you.


The professionals in IMS innovative service labs are at the center of the Customer Experience simply because reliable quality is the foundation of improved partnerships with our Customers. Jack Hower and Greg Haire, who have been tasked with leading the Customer Experience (Cx) and coordinating the Cx project teams, respectively, are making their way around to IMS labs all over the country.


Early next month, IMS Account Reps from all over the country will converge on Birmingham to participate in the Sales Training & Recognition Meeting. Here's a preview of what's in store:

In the next few weeks, you'll hear a great deal about the Power of 20, an initiative designed to improve our ability to add value to our Customers. The concept is based on a 40-hour workweek in which we engage in activities related to our Customers for at least half of that time. Can you imagine how that would impact our business? Remarkably, most companies get tripped up on the concept—think about how we value "busy" vs. "productive"—and rarely get to the most critical aspects of their job, providing those value-added services that Customers are ready (and willing!) to pay for.

Want to learn more about the Power of 20? Visit the Vendor Fair at the Sales Training and Recognition meeting, where we showcase the resources and initiatives that shape and inform our Customer relationships. We'd love to see you there!

The Milestone document is the result of customer interviews, internal feedback and pilot programs with Customers. It documents our responsibilities, outlines our goals and provides a basis for partnership that sets us apart from our competition. Brandon Bonser and Lenny Jordan have been instrumental in consolidating useful feedback in the creation and development of the document. Thanks to everyone all across the organization who has had influence into shaping the document at the center of the Customer Experience.

Have a question about anything here? Let us know! We'd love to hear from you!
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