Most companies realize that the quality of their services can set them apart in the marketplace. To improve service quality, companies are employing a variety of programs such as ISO 9000 series certification or Six Sigma improvement methodologies. For service operations, standards programs such as the Service Capability & Performance (SCP) Standards covering support center, field service, professional services and eservices, which was designed specifically for the service industry, provides an excellent option. Each quality program has its own strengths that can contribute to a company’s business improvement efforts. Let’s look at the primary benefits of three programs:
ISO 9000
The ISO 9000 series certification programs provide guidance in establishing quality-focused processes and procedures and require document control methods. However, they do not define what processes should be documented and offer no focus on measurable results.
Six Sigma Methodology
The Six Sigma methodology provides a process and measure for improvement activities. Improvement is typically expressed in terms such as “defects per million,” though creative organizations can translate this expression into service related measures. As a methodology, Six Sigma does not identify what areas should be improved.
Service Capability & Performance (SCP) Standards
The Service Capability & Performance (SCP) Standards were designed for technology service operations. They provide a foundation for developing quality processes and a clear focus on measurable results. The programs define specific business practices for services and offer validation of improvement through rigorous onsite audits.
Comparison of Quality Programs
|
Quality Program
|
ISO 9000 Series Certification
|
Six Sigma Methodology
|
SCP Standards
|
| Document and Process Control |
X
|
X
|
|
| Defined Improvement Methodology |
X
|
X
|
|
| Measurement and Success Criteria |
X
|
X
|
|
| Defined Business Practices |
X
|
||
| Audited Validation of Performance |
X
|
X
|
The programs discussed have similar goals but very different approaches. Each can compliment the other nicely. For those companies that are already utilizing a corporate quality program such as ISO 9000 or Six Sigma, adding the SCP Standards will provide a rich source of industry defined standards and best practices upon which the Six Sigma and ISO 9000 Series methods can be applied.
In addition, SCP Standards will provide further validation of organizational effectiveness through rigorous onsite audits and benchmarking of scoring results. No matter what quality initiatives are in place, companies should continue looking for programs that complement their existing efforts to drive higher performance.
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