ATLANTA–(BUSINESS WIRE)–McKesson today announced that its Horizon Clinicals® Advanced Orders Services team has achieved certification under the prestigious Service Capability & Performance (SCP) Professional Service Standard program.
McKesson’s Advanced Orders Services team achieved SCP Professional Service certification after an extensive audit. The SCP Professional Service Standard Program quantifies the effectiveness of customer service based upon a stringent set of performance standards and represents best practices in the industry. McKesson’s Advanced Orders Team provides implementation services for three integral components of the Horizon Clinicals solutions suite that address medication ordering and management — Horizon Expert Orders™, a clinical decision support/CPOE solution; Horizon Order Management™, an order routing and tracking application; and Horizon Meds Manager™, a pharmacy information system.
“Achieving SCP Certification demonstrates our commitment to helping our customers speed the time to value and make it easier and more cost-effective to adopt new solutions,” said Duncan James, group president, Health Systems Solutions, McKesson Provider Technologies. “From the technology delivery phase to ongoing customer support, our comprehensive services model is helping the nation’s healthcare system to leverage technology to improve the quality and safety of care delivery.”
SCP Certification is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service operations. A consortium of leading technology companies that included McKesson, along with the Association for Services Management International and Service Strategies Corporation, created the internationally recognized standards, which define best practices for delivering world-class technology service and support, quantify performance levels and establish a foundation to build on existing quality processes. Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the program.
“McKesson is clearly committed to delivering the highest value services to their customers, as evidenced by their adoption of the Service Capability & Performance (SCP) Standards. The certification of the Advanced Orders team under the SCP Professional Service Standard confirms that commitment and validates the quality of the services they provide,” says Greg Coleman, vice president of Strategic Programs for Service Strategies. “The rigorous implementation methodology employed by McKesson is an example of industry best practice and ensures that customers can maximize their investment in the company’s products and services.”
McKesson has participated in the SCP program since 2000. Currently 20 McKesson support centers are now certified under the prestigious SCP program, handling nearly 70 percent of its healthcare information technology support calls. The company is among more than 200 leading technology support organizations around the world participating in the SCP program, including EMC Corporation, Lockheed Martin Incorporated, Rockwell Automation, Nokia and Sage Software, among others.
About Service Strategies Corporation
Headquartered in San Diego, Service Strategies advances service excellence for quality-minded organizations by providing industry standards, consulting, and training solutions that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its standards programs that measure and drive effectiveness for continuous service improvement. In addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness. The world’s leading service and support providers use Service Strategies’ Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a qualitative and quantitative measure of success. For more information, visit www.servicestrategies.com, call toll free 800.552.3058, or email firstname.lastname@example.org
McKesson Corporation, currently ranked 16th on the FORTUNE 500, is a healthcare services and information technology company dedicated to helping its customers deliver high-quality healthcare by reducing costs, streamlining processes, and improving the quality and safety of patient care. Over the course of its 174-year history, McKesson has grown by providing pharmaceutical and medical-surgical supply management across the spectrum of care; healthcare information technology for hospitals, physicians, homecare, and payors; hospital and retail pharmacy automation; and services for manufacturers and payors designed to improve outcomes for patients. For more information:http://www.mckesson.com.