Monday, December 10, 2007

Service Capability and Performance Standards

Service Strategies' Service Capability & Performance (SCP) Standards provide the definitive benchmark of service excellence in the technology industry. Three distinct disciplines - support, field service, and professional services - provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their service and support operations.




The SCP Standards were created by a consortium of industry leading companies committed to delivering world class services, along with Service Strategies Corporation and industry associations such as the Association for Services Management International (AFSMI) and others. Service Strategies applied the company's proven benchmark process to the development of the SCP Standards, which are updated annually to stay current with evolving trends and increasing customer demands. Service Strategies' portfolio includes three distinct disciplines:

Support
Improves organizations that deliver remote support services
Technical Support
Online Support Services
Proactive Support Services

Field Service
Improves organizations that deliver onsite support services
Field Technical Support
Break/Fix Services
Product Maintenance Services




Professional Service
Improves organizations that deliver planned / proactive services
Product Implementations
System Integration
Product or Services Consulting
The SCP Standards are used in more than twenty countries worldwide. The standards quantify service effectiveness based upon stringent performance standards and represent industry best practices. The SCP Standards require comprehensive audits to confirm that companies meet defined business requirements. Certified organizations must demonstrate their performance and commitment through annual re-certification.




Program criteria cover key performance factors such as customer satisfaction, service delivery processes, financial and operational performance, staff development and key organizational interfaces among others.




To learn more about the industry leading Service Capability & Performance Standards and what they can do for your business, Contact Us, or call at 858.674.4864, toll free in North America 800.552.3058 or email info@servicestrategies.com

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Service Capability & Performance (SCP) Standards
The Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence. Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the SCP Standards have enhanced the capabilities and performance of service operations worldwide since 1998.




Why Adopt Standards?
Increase Efficiency and Productivity
Maximize Financial Performance
Achieve Global Consistency
Integrate Industry Best Practices
Create a Competitive AdvantageLearn moreSCP Program Features
Globally Accepted Service Standard
Independent Audit of Service Quality
Industry Benchmarking
Best Practice Sharing





SCP Member WebsiteLearn moreSee Who's Certified
View the list of certified organizations from around the worldLearn more
SCP Standards provide more than a simple quality program. They establish a community of companies committed to delivering exceptional service and support. The standards, which address the four distinct disciplines of support, eservice, field service and professional services, provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their operations. Service Strategies applies a proven benchmark process to update the SCP Standards annually, thereby ensuring they stay current with evolving industry trends.






Adopted by service and support organizations in more than 30 countries worldwide, SCP Standards provide the global benchmark of service excellence. The standards quantify service effectiveness based upon stringent performance benchmarks and represent industry best practices. Companies can achieve certification by undergoing a comprehensive audit of service operations to confirm that they meet the business requirements defined by the standards. Certified organizations must demonstrate their performance and commitment through annual re-certification.





SUPPORT STANDARDESERVICE STANDARDFIELD SERVICE STANDARDPROF. SERVICE STANDARD
The SCP Support Standard provides a foundation for improving and benchmarking support operations. It is designed for organizations that deliver remote support services such as:
Technical Support Services
IT Support and Help Desk Services
Managed ServicesLearn more





The SCP eService Standard provides a foundation for improving and benchmarking web-based support services. It can be used as a stand-alone program or as a supplement to the SCP Support Standard. The standard defines:
eService Best Practices
eService Performance levels
eService Measures of SuccessLearn more





The SCP Field Service Standard provides a foundation for improving and benchmarking field service operations. It is designed for organizations that deliver onsite services such as:
Field Technical Support Services
IT Deskside Support Services
Onsite Maintenance ServicesLearn more





The SCP Professional Service Standard provides a foundation for improving and benchmarking professional service operations. It is designed for organizations that deliver planned services such as:
Product Implementation
System Integration
Product or Services ConsultingLearn more





To learn more about the Service Strategies' industry leading solutions and what they can do for your business, Contact us or call at 858.674.4864 or toll free in North America 800.552.3058.
RELATED INFORMATION



3 comments:

G said...

Since we updated our site in 2008, some of the links to the SCP program information have changed. Please the following URL for details.

http://www.servicestrategies.com/solutions/scp-standards/

Enjoy...

Magdalena said...

Well said.

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