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Support Center Practices Program Reaches Milestone with Fifth Year CertificationsCompanies Demonstrating Excellence through Consistent Execution of Best PracticesSan Diego, CA, August 8, 2002 –Service Strategies Corporation, administrator of the Support Center Practices (SCP) Certification program announced today that participating companies are now achieving SCP Certification for five consecutive years. Of particular note, the CompuCom Systems, Incorporated Enterprise Help Desk located in Dallas, Texas and the Rockwell Automation Customer Support Center located in Mayfield Village, Ohio were the first technology support organizations to have reached this milestone. Both organizations passed extensive onsite audits of their support operations in each of the previous five years.“In addition to CompuCom Systems and Rockwell Automation, a number of other participating companies are preparing for their fifth year certification audits,” said Greg Coleman, vice president, Organizational Certification for Service Strategies Corporation. “These companies have taken a leadership role in the industry and have consistently demonstrated an unwavering commitment to excellence.” SCP Certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading IT companies, defines best practices for delivering world-class technology support. The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results. The program, launched to the industry in January 1998 has seen rapid growth and global expansion over the previous five years. “We are proud to find ourselves SCP Certified for the fifth consecutive year. We are convinced that the SCP program reflects the pulse of industry leaders and industry best practices. Consequently, each year a portion of the CompuCom Enterprise Help Desk goals and objectives are derived from the elements contained in the SCP program,” said Meg Frantz, vice president, Enterprise Help Desk, CompuCom Systems. “Because we must re-certify our operation every year, our clients are guaranteed that when they engage our world class help desk, they are assured of continuous improvement in the quality of services that we deliver.” "The annual SCP Certification process and audit challenges our customer support center to deliver consistent, world-class service,” said Dave Clark, Director, Support Delivery, Customer Support, Rockwell Automation. “SCP certification, which is administered by an independent third party, validates Rockwell Automation's on-going commitment to providing quality support to our customers. We are proud to have achieved SCP Certification for five consecutive years and will continue to exceed the expectations of our customers and SCP Certification." SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the program. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits. The SCP community is comprised of over 200 technology support organizations located across North and South America, Europe and the Asia Pacific region. About Service Strategies Corporation Service Strategies Corporation (SSC), an internationally recognized company focusing on certification and training is responsible for administering the Support Center Practices (SCP) Certification program and conducting on-site certification audits. For more information about the SCP program, visit www.scpcertification.com. In addition, the company delivers preparatory training that leads to certification of individual support staff and management personnel. For more information visit the company's website at www.servicestrategies.com email info@servicestrategies.com or contact Service Strategies Corporation at 800.552.3058. About SSPA Founded in 1989, SSPA represents over 18,000 service executives in over 2200 support centers worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com or send an email to info@supportgate.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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