Chief Executive Officer

Theo Gilbert-Jamison is the author of the book, The Six Principles of Service Excellence.  She is also Chief Executive Officer and a Managing Partner of Performance Solutions by Design, a performance and service excellence consulting firm.  

As the creative force behind the innovative concepts and methodologies utilized by Performance Solutions by Design, Theo is a highly sought after speaker and consultant to high profile organizations.  Under her leadership, Performance Solutions by Design assists organizations, great and small, in driving and sustaining a culture of service excellence by helping them identify and overcome those barriers that prevent achieving world-class recognition in customer service and profitability.

Prior to launching Performance Solutions by Design in 2003, Theo Gilbert-Jamison was Vice President of Training & Development for the Ritz-Carlton Hotel Company, L.L.C.  During a 17-year career with The Ritz-Carlton, she oversaw the daily operations of The Ritz‑Carlton Leadership Center and was also responsible for the company’s worldwide training and development initiatives.

Under Theo’s leadership, The Ritz-Carlton has won numerous awards for its innovative training and development practices.  In 2001, 2002 and 2003, The Ritz-Carlton was recognized among the Top 100 Training Organizations by Training Magazine, consecutively ranking in the Top 10.  During her career with the Ritz-Carlton, Theo has also worked in every discipline of Human Resources.  Today, Theo works closely with a diverse group of organizations, ranging from automotive, legal and financial services, to hospitality, healthcare, professional golf and home building organizations.

In the fall of 2005, Theo Gilbert-Jamison authored the book, “The Six Principles of Service Excellence”.   This book includes:
A detailed explanation of each principle, and how they can be applied within an organization Real case studies based on the best practices of world-class organizations renowned for consistently delivering exceptional service Tools to assist you in identifying service gaps that may be preventing your organization from driving and sustaining a culture of service excellence
Cost efficient ideas and interventions to effectively close those service gaps
Insight on how to apply The Six Principles in your professional and personal life

Theo is currently developing the manuscript for her next book entitled, Becoming a Level Three Organization.  We anticipate this book will be published in 2007.  All rights to The Six Principles concept, process and resource materials belong to PSBD.