Annual Networking Roundtable

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CSMA™ Mission

To identify "Best in Class" business processes, which, when implemented, will lead member companies to exceptional performance as perceived by their customers.

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CSMA™ Objectives

To conduct benchmarking studies of important business processes that are related to customer satisfaction.

To create a cooperative environment where full understanding of the performance and enablers of "best in class" business processes supporting customer satisfaction can be obtained and shared at reasonable cost.

To use the efficiency of the association to obtain data on customer satisfaction and related best practices from companies inside and outside the CSMA™.

To support the use of benchmarking to facilitate process improvement and the achievement of superior customer satisfaction.

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CSMA™ Membership

Company membership will be considered with respect to compliance with CSMA™ mission, goals and operating guidelines, as well as qualification of the organization within the scope of membership.

Participation in specific efforts will be optional and open only to members with costs shared by the participants.

Current membership includes:

Acuson Corp. Alcatel Bell Aultman Health Foundation Axtel Telecommunications BBC Monitoring Beers Construction Co. Blue Cross and Blue Shield of SC BOC Gases Australia Limited Canada Post Corp. Canadian Imperial Bank of Commerce Casing & Tool Manufacturing, CTM Coats India Cognizant Technology Solutions Community Centers of Indianapolis Confertech Systems, Inc. Construct Internet Design Convergys Corporation Defense Security Service Department of the Army Emory University Energy West, Inc. Excellence in Missouri Foundation FDX Corporation FMC Foret Frontier Guardian Homewood Mountain Resort Honeywell Ltd. HRfirst Hunter Douglas ICL Retail Systems Illinois Department of Revenue INTRIA Items Inc. Isvor-Fiat S.p.a. J. T. Mobiles Limited

James Hardie Australia Pty Limited Koch Industries Liberty Check Printers Maurices, Incorporated MCI WorldCom Medical Review of North Carolina New York Life Insurance Company Normark Mfg. Nortel Network Nowell Mueller & Nowell Olsten Health Services Oneida Nation Electronic Pacific Bell Payless ShoeSource Inc. Pitney Bowes Financial Credit Purolator Courier Ltd. Rand Afrikaans University Rockwell Electronic Commerce Sallie Mae Servicing Corp. Satyam Computer Services LTD Shriram Environment & Allied Services Stafford Quality Management Steel Authority of India Limited STERIS Corporation Susquehanna Health System Telekom Malaysia Berhad The Boeing Company The Hartford The Toro Company Toprakbank Transamerica Real Estate Information Companies Transtel Unisys Volvo Construction Equipment North America, Incorporated Zurich Canada

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Benefits of Membership

Studies:

CSMA™ will identify and present to members opportunities to participate in Benchmarking studies on various topics addressing issues of importance in the customer satisfaction measurement area.

There are two types of Benchmarking studies provided:

• Association studies are offered to the membership as a whole with costs divided.
• Single company sponsored studies addressing the interests of one member company can be offered to other selected members for no fee.

The association will also support customer satisfaction measurement benchmarking efforts:

• Research - Access public and private databases.
• Identify study participants - Top companies in and outside the association.
• Collect data - Manage response collection with the participants as a third party.
• Lead site visits - Structured with best participants.

Roundtables:

Interest group roundtables can be organized throughout the year. Members will pay a nominal fee to join real and virtual roundtable discussions that address specific issues.

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