Improving Service Delivery from the Inside Out (email this article)

San Diego, CA 12/08/2005 – Service Strategies (Company Profile, Past Stories, Case Studies) Corporation announced today that its prestigious Support Center Practices (SCP) Certification program is helping internal service organizations at large companies measure and improve their effectiveness.

SCP Certification quantifies the effectiveness of technology support based upon a stringent set of performance standards and represents best practices in the industry. EMC Corporation, the world leader in information management and storage, recently achieved certification for its internal IT Global Service Desk operation. EMC’s worldwide Customer Support Centers have been SCP Certified since 1999.

"The number one goal of our IT organization is to provide the technology that enables more than 25,000 EMC employees around the world to meet the needs of our customers," said Terry Lehane, IT Global Client Services Director. "The EMC Global Service Desk plays a key role in our IT operations. SCP Certification helps ensure that we utilize best practices and validates our commitment to excellence while helping to identify opportunities that will further enhance our performance." “SCP enhances the service delivery of external and internal support operations,” states Greg Coleman, Service Strategies’ vice president of certification programs. “EMC’s IT Global Service Desk operation is a great example of how internal organizations are leveraging the industry-standard SCP program. It helps ensure that EMC employees have the tools and technology to perform their jobs and, in turn, EMC customers are being served effectively and receiving high value service,” added Coleman.

Recognized internationally as the industry standard for service excellence, SCP Certification was created by a consortium of leading technology companies and Service Strategies Corporation. Certification requires comprehensive on-site audits to confirm that companies meet the requirements of approximately 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.

About Support Center Practices (SCP) Certification SCP Certification sets the standard for world-class technology service and support. The program establishes a foundation to build on existing quality processes and provides a clear focus on measurable results. The world’s leading technology companies use SCP Certification as a roadmap for service excellence and an operational measure of success. Service Strategies Corporation is responsible for administering the program and conducting certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864, toll free in North America 800.552.3058, email info@servicestrategies.com or visit www.scpcertification.com.