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Rockwell Automation Earns Prestigious Support Center Practices (SCP) CertificationCertification Recognizes Rockwell Automation for Delivering Top Quality SupportMAYFIELD VILLAGE, Ohio, December 20, 2001 — Rockwell Automation’s Customer Support group recently achieved certification under the prestigious Support Center Practices (SCP) Certification program for their support center facilities in Mayfield Village, Ohio, and Milton Keynes, U.K. SCP Certification quantifies the effectiveness of customer support based on a stringent set of performance standards and represents best practices in the industry, and is awarded after an extensive third-party audit of the facilities.Pat Babington, Vice President, Customer Support, Rockwell Automation, noted the immense benefits of completing the certification process. “The ability to meet SCP’s world-class support standards is a testament to the dedication and commitment of our Customer Support group,” said Babington. “Obtaining and keeping this certification means we must annually meet the bar for SCP standards, as well as for new criteria added over time.” SCP Certification is an internationally recognized standard created by the Service & Support Professionals Association (SSPA) and a consortium of IT companies. Its purpose is to create a recognized quality certification for support centers and to provide a method of benchmarking for support center practices. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of more than 100 business elements defined in the SCP program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits. “Meeting the rigorous requirements necessary to achieve SCP Certification shows that Rockwell Automation delivers world-class support to its customers,” said Jerry Concannon, SCP Auditor. “During the SCP Certification audit, Rockwell Automation demonstrated a clear commitment to customer satisfaction and continuous improvement.” Rockwell Automation joins the ranks of leading technology companies that have achieved SCP Certification. Currently, over 80 companies representing approximately 200 support centers around the world are participating in the SCP program. These companies include industry leaders such as CompuCom (CMPC), Intuit Inc. (INTU), Xerox Corporation (XRX), Lucent Technologies (LU), Mentor Graphics Corporation (MENT), Silicon Graphics Inc (SGI), Lockheed Martin Inc. (LMT), Microsoft Ltd. Europe, and Sabre Inc. (TSG), among others. “SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies,” said Bill Rose, founder and executive director of the Service & Support Professionals Association (SSPA). “Rockwell Automation can be proud to be placed among the industry leaders in service excellence through its attainment of SCP Certification.” About Support Center Practices (SCP) Certification 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 35 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 more than 500 of the world’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. About Rockwell Automation Rockwell Automation (NYSE: ROK) is a world-leading provider of industrial automation power, control and information solutions that help customers meet their manufacturing productivity objectives. The company brings together leading brands in industrial automation for Complete Automation solutions, including Dodge® mechanical power transmission products, Reliance Electric motors and drives, Allen-Bradley® controls and engineered services and Rockwell Software® factory management software. The company also is a leading provider of contact management technologies and applications that help companies more efficiently manage interaction with their own customers. Headquartered in Milwaukee, Wis., USA, the company employs approximately 23,000 people at more than 450 locations serving customers in more than 80 countries. For more information on the SCP Certification, please contact the Rockwell Automation Response Center, 10701 Hampshire Avenue South, Bloomington, Minn., 55438, 800.223.5354, Ext. 1461. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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