With an ardent desire to serve our clients, TSI espouses a “servant leader” model in the context of wanting to work on challenging projects that will truly make a difference within the organizations we serve. To this end, the following values are fundamental to the individuals who join TSI so that we remain true to the culture we have adopted, as well as how we operate as a team on an ongoing basis.
Individually and as a team, we strive to make a difference and to deliver results, value and expertise in everything that we do. We strive to provide value in excess of our costs. If we are in a position where we cannot add value or if our role is defined such that our value is minimized, we will proactively discuss this with our client and make a decision regarding how to proceed while upholding our values.
As a management and process improvement consulting firm, we must have efficient processes and be Easy To Do Business With. This means that, regardless of our backgrounds, we present a consistent client “user interface” and create consistent deliverables/documents based on previously established standards.
We need to be clear, consistent and frequent communicators – both verbally and in written form.
Our interactions with clients, our professional outward appearance – how we present ourselves, listen and speak to colleagues and clients and our behavior at client locations – should be a manifestation of the TSI brand values. At all times, especially while working with clients, colleagues and at client locations, our conduct, behavior as well as our appearance will be courteous and professional.
We embrace the diversity of our individual team members. As a firm, we stand committed to the notion that diversity and access will allow for greater equity and that will foster a sense of belonging and inclusion. And when this happens, our team realizes their value AND we produce exceptional results. Click here to see TSI’s Commitment to Diversity, Equity, Inclusion and Belonging.
We begin and end projects and activities when promised and within estimated costs. Scope changes notwithstanding, at no time shall we invoice more or deliver our promised results later than promised without the proper communication and sign-off by our client. When scope changes do occur, we will discuss these immediately with our client and decide how to proceed.
We uphold our values and “walk our talk” in a punctual manner. If we say we have skills or expertise in specific areas, we will demonstrate these on an ongoing basis.
While we are servant leaders, we are advisors to our clients. Neither subordinate nor superior, we will work together as a team. Further, regardless of whether we have good or bad news (re: our assessment of a client’s situation or our progress on a project), we are obligated to tell the truth while being diplomatic and not understated. In other words, we will neither exclaim that “the sky is falling” when indeed it is not; nor will ensure our clients that everything should be alright, when, in fact, we cannot guarantee that it will be.
Like a personal trainer or coach, TSI’s role is often to facilitate, lead and influence our client’s behavior to achieve their desired end results. Frequently, this means we must challenge (diplomatically and with respect) the status quo. This may tread on friendships and relationships that are developed during our projects. Our priority is to be viewed as effective and valuable at the end of a project rather than well-liked during the course of a project.
Since a client’s problems and opportunities often define the scope of our work, we will keep these confidential within TSI’s walls. Further, we will always practice good judgment in our conversations, behavior and overall conduct with client personnel and on our client and TSI facilities, in accordance with our values. To hear what our clients say about us, click here.
