HP's Personal Systems Group (PSG) Americas has earned the Service & Support Professionals Association (SSPA) Excellence in Service Operations certification for 2009. This distinction recognizes PSG Americas for its superior technology service and support operations provided to business notebook and desktop PC customers.
"Support is absolutely a key attribute in the decision-making process for our commercial customers," said Antonio Lopez, vice president of Customer Experience and Services for HP's Personal Systems Group. "The expectations of these customers continue to rise, which means our process execution has to be better than ever. Excellence in Service Operations certification helps us make sure we are doing the right things to drive the best practices in the industry."
Excellence in Service Operations certification was achieved by undergoing a comprehensive evaluation of HP's phone, field service, and Web self-service operations. Auditors from the SSPA in conjunction with J.D. Power and Associates conducted rigorous reviews of the policies and procedures used in managing HP's support organization. Audits of the support operations evaluated a wide range of industry best practices including executive commitment, talent management, support tools and technology, and operation metrics compared to industry best practices.
"Excellence in Service Operations is more than customer satisfaction and external marketing-focused," said Joanne Weigel, director of organizational certification programs for SSPA. "It speaks to consistently delivering the quality of service and support the commercial market expects in today's economy.
Excellence in Service Operations is a comprehensive program developed by 50 leading technology companies and includes over 290 best-practice criteria. It involves in-depth audits of all material support functions and locations for a business. Certification provides customers with an increased level of confidence that they will get more value from their investment in HP technology. Customers can count on HP knowing that:
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Excellence in Service Operations certification distinguishes HP's Personal Systems Group for delivering excellence across all significant modes of technical support – telephone, Web, and field service.
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Certification recognizes the PSG support people, processes, and technologies that will help customers get the most from their technology investment.
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PSG had to meet or exceed 290 best-practice criteria developed by the SSPA and validated by 50 leading technology companies.
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Rigorous on-site audits conducted by seasoned service executives with more than 20 years' experience confirmed HP's commitment to excellence in service operations.
"Keeping a smart balance between delivering a superior experience and cost containment is critical to retain existing customers and attract new ones," added Lopez.
About SSPA
As the support industry's premier management community, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum—from established companies with successful track records to pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders, such as J.D. Power and Associates and the Wharton School, to create programs that benefit the industry. SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA) and the Association for Services Management International (AFSMI). For more information, visit. www.thesspa.com.
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