Widely regarded as the benchmark for service and support excellence in the IT industry, EMC Customer Service has a direct service presence in 75 countries and service partners in 28 countries, representing every major region of the world. To incorporate the fundamentals of the Service Capability & Performance (SCP) Standards into the daily practices of every support center, EMC implemented various programs and procedures, including the creation of an SCP Program Management Office (PMO). The PMO drives consistency, improving overall support center procedures, as well as enhancing and streamlining the annual audit process.
“The SCP Standards are really about best practices, and we needed to make it a part of the way we do business,” said John Goulding, Senior Director, Hardware Technical Support. SCP best practices create consistency, streamline communication and improve the bottom line for EMC. By implementing the SCP Standard, EMC is able to pinpoint weaknesses in any area of the support organization and focus on implementing solutions to improve performance.
“We’re looking to learn best practices from the whole SCP Standard itself and we are getting out and meeting people from other SCP Certified organizations to hear what their best practices are,” Goulding noted. “We’re putting more of an effort into attending conferences and listening to others, and also sharing our best practices.” The internal audits also help drive consistency and keep the ideals of the annual two-day SCP audit in front of every team member.”
EMC has SCP Certified support centers in Hopkinton, MA; Cork, Ireland; Sydney, Australia; and Ontario, Canada. In addition, the company has deployed Service Strategies’ career development and training programs to certify support managers and staff, thereby enhancing the capabilities of the organization worldwide.