Service Quality Standards Enter Second Decade

Standards Improving Service Quality Worldwide

San Diego, CA (March 9, 2010) – Service Strategies Corporation, a leading provider of service improvement programs, today announced the release of the 2010 Edition of the Service Capability & Performance (SCP) Standards. Now entering its second decade of adoption by leading technology service providers, the SCP Standards have helped hundreds of organizations around the world achieve new levels of service excellence. The 2010 Edition represents the most stringent measure of service quality available to date.

“The new decade will bring many technology innovations and with them, new challenges for service organizations. As customer demands increase, methods for delivering service must evolve,” said John Hamilton, President of Service Strategies, administrator of the SCP Standards. “The 2010 Edition of the SCP Standards will guide companies through these tumultuous times by providing best practices for every aspect of the service business, auditable benchmarks and access to a global community of quality minded service leaders.”

Designed to improve service quality and effectiveness, the SCP Standards were created by a consortium of leading technology companies in cooperation with Service Strategies. The standards, which address customer support, eservice, field service, and professional service disciplines, define best practices for delivering world-class service and support, quantify performance levels, and establish a framework for continuous improvement. The 2010 Edition includes new best practice examples that will help participating companies achieve even greater levels of service quality.

“The importance of the SCP Standards as an ongoing quality initiative at Advent cannot be understated,” said Chad Williams, Vice President of IMG Services and Renewals for Advent Software. “I am pleased to say that the SCP Standards have become a fully integrated part of our business and culture, both in Professional Services and Client Support, and will continue to guide our evolution in the new decade.”

Currently, over two hundred organizations around the world have adopted the internationally recognized standards including Advent Software Inc., CompuCom Systems Inc., EMC Corp., McKesson Corp., Mentor Graphics Corp., NetApp, and many others.

“To meet our clients’ demand for world-class service, on-going satisfaction measurement and performance benchmarking with industry programs such as the SCP Standards are critical to our success and serve as a framework for continuous improvement,” said Meg Frantz, Vice President of the Service Desk operation at CompuCom Systems, Inc. “Achieving certification against the SCP Standards on an annual basis, for more than a decade, underscores CompuCom’s commitment to sustaining the highest levels of performance and delivering maximum value to its clients.”

About Service Strategies Corporation
Service Strategies advances service excellence by providing industry standards, training, consulting and certification programs that ensure delivery of consistent, high-quality service and support. The world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a benchmark measure of success. For more information, call 858.674.4864 or toll free in North America 800.552.3058, visit www.servicestrategies.com or email info@servicestrategies.com.

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