CTI Resource Management Services Inc.
November 25, 2013 Issue
The Most Powerful Name In Corporate News and Information
Support Services for Worldwide Private and Government Organizations
About CTI Resource Management Services Inc.
Management Services, Incorporated (CTI) is a Service-Disabled, Veteran-Owned
Small Business, headquartered in Jacksonville, Florida. CTI was founded in
March 2003 to provide Fast, Friendly and Efficient Support Services to
customers worldwide. Drawing on our over 1000 years of combined government
experience, other resources at our disposal, and the expertise of others, we
provide our clients with the best possible support services – quickly and
efficiently and all with a smile.
Founder & President
CTI operates in 28 states, the District of Columbia and Puerto Rico performing a variety of support services for federal government customers, including Commander, Navy Installations Command (CNIC), Commander, Navy Region Southeast (CNRSE), Navy Recruiting Command (CNRC), Department of Homeland Security (DHS), Defense Intelligence Agency (DIA) and the Department of Veterans Affairs (VA). CTI is also a Motorola US Federal Government Channel Partner.
CTI’s vision describes who they are and is the essence of how they do business with their customers, business partners and employees. CTI is a company committed to making a difference in the lives of their employees and their customers so that they can make a difference at work, at home, in their communities and the world.
CTI has made the Inc5000 list of fastest growing privately held companies in America for the past six years and has been recognized as a Florida Trend Best Companies to Work for the past three years. In addition, CTI was named the 2012 Quality Service Provider Small Business Partner of the Year by General Dynamics Information Technologies (GDIT).
Chris enjoys serving in his local church and doing mission work in Honduras. Mr. Imbach is on the Board of Directors for International Mission Builders, Advisory Board of FirstAtlantic Bank and a member of the Florida Defense Contractors Association (FDCA) and Jacksonville Chamber of Commerce. Chris is married to the former Theresa Elaine McDonald of San Diego, California. He and his wife, Theresa, reside in Jacksonville, Florida and have three daughters and twin grandchildren.
CTI Resource Management Services Inc.
888.264.4255 or 904.722.6500
Interview conducted by: Lynn Fosse, Senior Editor, CEOCFO Magazine, Published – November 25, 2013
Mr. Imbach: We are a service-disabled veteran-owned small business headquartered in Jacksonville, Florida. We have a mission of providing fast, friendly and efficient support services to government and private organizations worldwide.
CEOCFO: What kind of services are you offering and to whom?
Mr. Imbach: The two basic things that we do is enterprise application support or administrative support services to the Federal Government and enterprise land mobile radio logistics support. We do that across several agencies: DOD, Department of Homeland Security, Veterans Administration. The Navy specifically within DoD is our primary customer.
CEOCFO: What is handled from the Florida location?
Mr. Imbach: We provide executive assistance, administrative support people, facility support people, security folks. Not guards, but the administrative part of that. Many of our contracts are with the federal protective services, again providing admin support. The Domestic Nuclear Detection office in Washington, DC, again providing administrative support.We provide enterprise application support here in Jacksonville, Florida that supports every Navy base in the world in a consolidated support center. Additionally, we provide enterprise land mobile radio support. Basically what that is, is the radios come from the manufacturer, Motorola, they come to Jacksonville, here to our office and we inventory and program the radios and send them out to everyNavy base in the world. They are for the first responders, police officers and fire fighters. That is what the radio program basically does.
CEOCFO: Let us start with the radio program. Why has the Navy chosen to use your services?
Mr. Imbach: It kind of all started from Katrina. Once Katrina hit, one of the lessons learned out of that is there was no consolidated support for the radio program. Being part of a working group in how do we do business better, we have won a contract to provide the support services. Which means now all the radios come from the manufacturer directly into us. That way we can inventory them and know exactly where every radio is deployed throughout the world at every Navy base. Before it was each Navy base in the world had their own way of doing business, their own inventory processes. Now it is consolidated here in Jacksonville. Consolidation just makes sense from a process and economy of scale standpoint.
CEOCFO: What about other agencies and other parts of the platform?
Mr. Imbach: We do not provide radio support to any other agencies. However, we are part of the Motorola channel program,where we are now an authorized Motorola equipment reseller to the federal government. We have just began doing that in the last year.
CEOCFO: It sees to make sense if everything is connected!
Mr. Imbach: Oh, absolutely. We are certainly trying to go in that direction, but every agency is different and everybody has their own way of doing business. Yes, it would make sense that we provided all the radio support for all Department of Defense and even other agencies as well.
CEOCFO: What have you figured out in how to handle support that is causing organizations like the Navy to use your services as opposed to a competitor? What do you understand about the process of providing support that perhaps other do no?
Mr. Imbach: In our case, it is really not the product. It is in fact the customer service support. We are a company that is committed to making a difference in the lives of our employees and our customers, so that they can go make a difference at work, at home, in their communities and in the world. That is our vision statement. That is what we do. That is what makes us different. That is who we are.We love on our customers, we love on each other here and through that process we have people that are excited to be able to help our customers. We go back and ask our customers through a concierge program, “Hey, did everything get taken care of?” That is really the big deal that makes us different. We are in the business of making a difference in the lives of people.
CEOCFO: How does that play out day to day?
Mr. Imbach: We lead with love. I know that sounds funny to you maybe. Love the verb, not the emotion. Agape love is a matter of will.
CEOCFO: Would you give us an example?
Mr. Imbach: We have seven values, or life applications that we go by? We do not make any apologies for them. They are concrete. We have three goals. We have a pre-defined revenue growth goal and a pre-defined profit margin that we want to attain. We want to be a great place to work for great people. We lead with love. Those are the three things that we do. There is no more, there’s no less. Every day we live out being patient, kind, trusting, unselfish, truthful, forgiving and dedicated. Those are the values that we hold true as a corporation, period. Every day, not only do we try to live those out with each other here, but also to our customers. That is what makes us different. We want to be a great place to work for great people. That is all part of the Q12, which is the Gallup survey that was done over 25 years.I always tell my people we have the three goals: the money, be a great place to work for great people and lead with love. If you do two and three, the money comes. We have never focused on money. It is important, but it is not our focus. That has proven itself over the years. We have been a Florida Trend “Best Companies to Work For” for the last three years and we have been on the Inc 5000 list for the last six years straight. Our attrition rate is 3% as opposed to 70% in our industry.
CEOCFO: When you are speaking with a prospective customer, is there an “a-ha” moment when they understand the difference?
Mr. Imbach: Absolutely there is. They hear the passion of what we do. When you walk into our office there is a synergy and energy about it. We have had many people tell us that. When they walk into our office they just feel a different energy. It is because of who we are and because of what we do.
CEOCFO: What do you bring from your service experience that has been most helpful as you’ve developed and grown the company?
Mr. Imbach: I spent 20 years in Navy. I retired in 2000. I went into the Navy when I was 18 years old. When I came out, I spoke the same language as the government. It is a very different language than in the corporate world. In my case, I am able to speak the language of the government. I understand what their needs are and we go out and we do it.
CEOCFO: Tell us bit more about the non-radio projects. Are there projects that you like more than others or that you would like to have under your belt more than others?
Mr. Imbach: No. Again, we do administrative support services. That is what we are really, really good at. We do not make widgets, we do not build planes, we do not put ships at sea and planes in the air. We provide administrative support services. We are pretty good at it. I have hired the best people in the business to surround myself with and I think that is one of our keys to success.I always say that I try to find people a lot smarter than me and it did not take very long. Our people have many years of experience. They understand the government and contracting. Administrative support service is what we love to do. It is what we do. We are good at it.
CEOCFO: Is it typical for agencies to outsource administrative services? Is it a growing trend?
Mr. Imbach: The services industry has always been a good industry to get into. However, we are finding the services industry in this environment is shrinking. They are consolidating contracts, and it is making the competition a little bit tougher.
I always want to know what is it that sets us apart from the next guy? If everybody is doing administrative support services, why would they want to come to me? It goes back to because who we are and how we support our customers.
CEOCFO: When you hire people what do you look for? What are the intangibles? How do you know that they are the right fit and that they understand and really believe as you do?
Mr. Imbach: We tell them straight up from the very beginning that we are a faith based company. If you go look at anything, we make little bones about who we are and what we are about. Certainly we do not proselytize or anything like that, but we make no bones of who we are and how we do business, with honesty, integrity and character.
I want to make sure that there is a chemistry. That is the number one thing. I want to make sure you are a good fit for us and our company. I want to make sure that there is competency in what they do. We do testing, we do Hogan assessments, we do risk assessments. We want to know how they are wired and what makes them tick. I want people to chase their passion. If they are not passionate about helping people we are probably not the right company for them. I really want them to come to work and dig doing what they do, or go do something else. Because when they are passionate about doing what they love doing, they are going to be great at it and serve our customers better.
CEOCFO: How do you make sure that your systems are all the best and that all the tools are in place so that not only do people have the right feeling but they have the right tools to do the best job?
Mr. Imbach: That is what the Q12 survey from Gallup is. We ask our folks routinely if they have the tools and equipment necessary to do their job. In our most recent survey, 93% of our folks said they do have the tools and equipment necessary to do their job. Now, some of the folks that are on government sites, I do not control that. They are government systems, so they are what they are. For what we can afford we have the best tools. When we do not have the tools we try to get the tools.
CEOCFO: Why pay attention to CTI Resource Management Services?
Because of how we do business. We are different than anybody else.We just do
business different and that is who we are. At the end of the day I want to
make sure that we as a company are making a difference in the lives of our
employees and our customers so that they can make a difference at work, at
home and in their communities and in the world. It is not about CTI, it is
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