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McKesson Earns Prestigious Support Center Practices (SCP) CertificationMcKesson Information Solutions Continues to Demonstrate Commitment to World-Class Customer SupportATLANTA, October 30, 2001 ˇV McKesson Information Solutions announced today that its Series 2000„§ support center has achieved certification under the prestigious Support Center Practices (SCP) Certification program. McKesson achieved certification after an extensive audit of its Series 2000 healthcare information system (HIS) support center located in Lake Mary, Fla. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.ˇ§Series 2000 is our third support center to be certified as we strive to provide unparalleled support to our customers,ˇ¨ said Randy Spratt, McKesson senior vice president for technology and standards. ˇ§While SCP certification against IT industry benchmarks is an important milestone for us, for customers itˇ¦s the results that count. Improvements required by the certification process produce the results that our customers want.ˇ¨ Tom Aikens, Series 2000 vice president and general manager added that overall customer support survey scores have averaged more than 95 percent satisfied or better, since implementing the improvements. ˇ§The Series centerˇ¦s high level of customer satisfaction strongly contributed to achieving certification,ˇ¨ he said. Mary Bazan, manager of the business office of W.A. Foote Memorial Hospital in Jackson, Mich., is an example of a satisfied customer. ˇ§McKesson has exceeded my expectations in the quality of its support, said Bazan. ˇ§Recently we had an operating issue that another vendor and our large IS department worked on for more than a week. A McKesson employee found the problem in the vendorˇ¦s software in just over a day. That profoundly impressed me, because it was really our problem ˇV but they cared enough to stick with us to figure it out.ˇ¨ Ben Stephens, SCP Auditor, said: ˇ§By passing the rigorous requirements necessary to achieve SCP Certification, Series 2000 has made it clear they are committed to delivering world-class support to their customers. During the SCP Certification audit, Series 2000 demonstrated that customer satisfaction and continuous improvement are its top priorities. SCP Certification, an internationally recognized standard created by the Service & Support Professionals Association (SSPA) and a consortium of IT companies, is a recognized quality certification for Support Centers and also provides a method of benchmarking Support Center practices. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP program. Measured factors include corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits. McKesson, one of the original North American sponsors of the SCP program, was also involved in the development of the SCP standard. McKesson already has two other SCP Certified support centers, placing it in the ranks of leading technology companies that have achieved SCP Certification. McKesson's certified centers handle approximately 20 percent of its total case volume. Currently, more than 80 companies representing approximately 200 support centers around the world are participating in the SCP program. These companies include industry leaders such as CompuCom, Intuit Inc., Xerox Corporation, Lucent Technologies, Mentor Graphics Corporation, Silicon Graphics Inc., Lockheed Martin Inc., Microsoft Ltd. Europe, and Sabre Inc., among others. ˇ§SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies,ˇ¨ said Bill Rose, founder and executive director of the Service & Support Professionals Association (SSPA). ˇ§McKesson can be proud to be placed among the industry leaders in service excellence through their attainment of SCP Certification.ˇ¨ The Support Center Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and thirty-five of its member companies created the program along with Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering World Class support. The SSPA is made up of over 500 of the worldˇ¦s leading technology companies and provides a value- added forum where service and support professionals share ideas and discuss developing trends. For more information about SSPA, visit http://www.supportgate.com. Service Strategies Corporation is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864 or visit http://www.supportgate.com/scp. Serving more than half the nationˇ¦s healthcare organizations, McKesson Information Solutions provides the broadest portfolio of products and services in the healthcare information technology industry. Our offerings include clinical, revenue management and supply chain software solutions as well as the Internet-based and networking technologies, outsourcing and other services to complement them. For more information, call 1-800-981-8601 or visit our Web site at www.mckesson.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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