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Support Center Practices Certification 4th Edition Program Scheduled for January 2002 ReleaseSan Diego, CA, December 19, 2001 –Service Strategies Corporation, program administrator of the Support Center Practices (SCP) Certification program, announced today that the 4th Edition SCP Certification program is scheduled for release in January 2002. The program is revised on an annual basis in order to maintain the stringent standards necessary to keep pace with the rapidly growing technology support industry.SCP Certification, an internationally recognized standard created by the Service and Support Professionals Association (SSPA) and a consortium of leading IT companies, defines best practices for delivering world-class technology support. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the program. SCP Certification measures factors such as customer satisfaction, corporate commitment and strategic direction, performance metrics, research and development interface, and other key areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits. John Hamilton, President, Service Strategies Corporation said, “SCP is experiencing phenomenal growth which can be seen by the number of companies that have joined the program in the past four years. The 4th Edition changes will further strengthen the program, and will provide clear direction on what is expected to deliver world class support in 2002 and beyond.” The SCP program sponsor community is comprised of 45 leading technology companies located across North and South America, Europe and the Asia Pacific region. Sponsor meetings are held in each region throughout the year to review and refine the requirements of the SCP program. Each region provides input so that all regional considerations are taken into account, therefore enabling SCP to represent a truly global quality program. Recent additions to the SCP sponsor community from the Asia Pacific region include Cognos Inc. (COGN), Network Appliance Inc. (NTAP), Mentor Graphics Corporation (MENT) and PeopleSoft Inc. (PSFT) to name a few. Andy Westlund, Director of North American Customer Support, Mentor Graphics Corporation said, “With the 4th Edition of the SCP standard we continue to see the diligent efforts of the SCP sponsor community to push the standard for world-class support to new levels of excellence. The standard is truly global now with the inclusion of feedback from the Asia Pacific region.” In addition, Westlund stated that “Each new revision of the SCP standard represents the most current understanding of what it truly means to be a world-class technology support provider. The diverse sponsor community brings a wealth of experience to the deliberations, ensuring that the standard remains applicable across a wide range of service segments.” About Service Strategies Corporation Service Strategies Corporation (SSC) is responsible for administering the Support Center Practices (SCP) Certification program and conducting on-site certification audits. In addition, the company delivers training and consulting services for the support and Information Technology (IT) industry. For more information, contact Service Strategies Corporation at 858.674.4864 or visit the company's website at http://www.servicestrategies.com. For more information on SCP, visit http://www.supportgate.com/scp. About SSPA Founded in 1989, SSPA represents over 15,000 service executives in over 500 member companies 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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