March 2009
Hewlett Packard has received certification from the Service and Support Professionals Association (SSPA) for providing superior technical support and services to business notebook and desktop PC customers in the Americas region.
HP is currently the only PC manufacturer with the certification.
The company earned the Excellence in Service Operations certification for 2009 following a comprehensive evaluation of its phone, field service and web service operations for business PC customers. Auditors from the SSPA, together with J.D. Power and Associates, also conducted rigorous reviews of the policies and procedures used in managing HP’s support organization.
Audits of HP’s support operations evaluated a wide range of industry best practices, including executive commitment, talent management, support tools and technology, and operation metrics compared to industry best practices.
“Support is absolutely a key attribute in the decision-making process for our commercial customers,” said Antonio Lopez, VP, Customer Experience and Services, Personal Systems Group, HP.
“As customer expectations continue to rise, HP’s process execution has to be better than ever. Excellence in Service Operations certification helps ensure we are driving best practices in the industry.”
Certification provides customers with an increased level of confidence that they will get more value from their investments in HP technology:
Excellence in Service Operations distinguishes HP for delivering excellence to its business PC customers across all significant modes of technical support: telephone, web and field service.
Certification recognizes the support people, processes and technologies that will help customers get the most from their technology investments.
HP had to meet or exceed 290 best practice criteria developed by the SSPA and validated by 50 leading technology companies.
Rigorous onsite audits conducted by seasoned service executives with more than 20 years of experience confirmed HP’s excellence in service operations.
Excellence in Service Operations is a comprehensive program developed by 50 leading technology companies and includes more than 290 best practice criteria. It involves in-depth audits of all material support functions and locations for a business.
“Excellence in Service Operations is more than customer satisfaction and external marketing-focused. It speaks to delivering operational processes that directly impact the quality of service and support the commercial market expects in today’s economy,” said Joanne Weigel, director, Organizational Certification Programs, SSPA.
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