HDI’s Support Center Certification Program

1. HDI’s Support Center Certification Program

2. Support Center Certification Program • Support Center Certification (SCC)– History • HDI SCC Reference Model • SCC International Standards Committee • Standards Review • Why is it different? • The benefits of SCC • The ROI of SCC • The process, preparation and award • Customer feedback

3. SCC History and Development The need: The growth of the help desk and service support industry fueled the desire for a unified set of industry standards with worldwide acceptance. The solution: In 1999, HDI sponsored an initiative to develop open certification standards for individuals and support centers. The objective was to set standards that support centers worldwide will embrace and seek to achieve.

4. SCC History and Development The guiding principal: In creating an international and industry-wide blueprint for certification of support centers, a guiding principal was that the resulting standards and evaluation methodology be completely open. Open participation: In order to ensure worldwide acceptance and adoption, the committee required that the entire process remain open to participation from the widest possible range of practitioners and service providers.

5. SCC History and Development The standards: The 66 SCC standards are segmented into eight elements. Each of the eight elements are associated with a specific set of standards that define a centers maturity within the element. The SCC reference model contains five enabling factors and three results factors. The SCC program has been designed to conform to existing international quality standards, such as the European Foundation for Quality Management (EFQM).

6. The SCC Reference Model #1 Leadership #2 Strategy & Policy #5 Process & Procedure #6 People Satisfaction #3 People Management #7 Customer Satisfaction #4 Resources #8 Performance Results Enabling Factors Results

7. The SCC Reference Model #1 Leadership #2 Strategy & Policy #5 Process & Procedure #6 People Satisfaction #1 Leadership:Leadership defines how managers and employees guide their organizations towards success through inspiring and motivating employees. Effective leaders guide the formulation and evolution of statements of purpose, and ensure that they are communicated and understood throughout the entire organization. #2 Strategy and Policy: The mission, vision, goals and objectives of the support center’s functions must clearly and effectively support the business purposes of the larger enterprise. #3 People ManagementThe most important responsibility of support management is the creation of an environment that motivates people (staff) to perform at their peak. Staff roles and responsibilities, as well as support processes, must be well-documented. #3 People Management #7 Customer Satisfaction #4 Resources #8 Performance Results Enabling Factors Results

8. Enabling Factors Cont… #4 Resources: The support operation must have access to the resources and tools necessary to achieve the established objectives. These may be infrastructure-related or support-specific. #5 Process and ProcedureThe support function must have processes in place that allow it to be successful. These must be well-defined, measurable, documented, communicated and understood by those who will manage and those who will execute these processes.

9. The SCC Reference Model #1 Leadership #2 Strategy & Policy #5 Process & Procedure #6 People Satisfaction #6 People SatisfactionThe satisfaction of the people belonging to an organization can significantly influence the organization’s success. Support personnel must be well motivated to perform their jobs. #7 End-User/Customer SatisfactionThe perception of end-users/customers with regard to the success of the support function in meeting customer expectations will determine its overall success. End-users/customers may have alternatives for obtaining support services; for example, customers can get support from other providers, co-workers, product vendors, or the Internet. #8Performance ResultsPerformance results are the measured achievements as compared to goals. Measurement processes must be objective, reliable and realistic. Results must be clearly communicated to the appropriate audiences. #3 People Management #7 Customer Satisfaction #4 Resources #8 Performance Results Enabling Factors Results

10. International Standards Committee • The current SCC International Standards Committee includes individuals from: • CompuCom • Kronos • Spherion • British Telecom • Volkswagen • JPC Group • BMC Software, Inc. • HDI Global Entities Among others….

11. Standards Review Every two years the formation of the standards review committee begins. Practitioners from around the world are encouraged to apply. They must demonstrate industry experience and involvement. Applicants are chosen and the review of standards commence. The committee is charged with the review of the current list of standards. Those that are out of date or obsolete are removed. New standards can be added to account for changes in the support industry that affect the eight elements of the standards.

12. What’s Different About HDI SCC? • Volunteer group develops standards – not a “paid participation” model • Open standards – anyone can download for free • Consulting is not required • High value, globally recognized program • Program managed and administrated by HDI (reputable industry association, third-party) • Competitively priced

13. Why are companies interested in Certification? • Outside validation of quality support and adherence to best practices • To address specific support related issues • Provide consistently high levels of support to customers • Support as a differentiator • Driven to provide “strategic support” as an overall business and operational goal • Need to show support ROI • Interested in proving the business value of the support organization

14. The benefits of SCC audit and certification • Demonstrated service excellence • Underscores continuous improvement • Confirmation of/dedication to industry best practices • Creates cohesive support organizations • Competitive advantage, new opportunities • Ultimate teambuilding • Use of the HDI Support Center Certification logo • Recognition and reward

15. The ROI of SCC 100% of HDI Certified Support Centers report: • Increased employee satisfaction and/or reduced turnover • Increased customer satisfaction • Improved quality awareness by employees • The audit was a catalyst for innovation • Implemented and/or improved processes, tools, or systems to handle customer requests more efficiently • Implemented and/or improved monitoring and reporting capabilities to increase operational efficiency • Intend to renew their certification

16. SCC – The Process… • Information gathering • Decision to proceed - agreement • HDI conference call & auditor assignment • Site preparation Pre-audit Activities • HDI review of scores and audit materials • Certification award and fulfillment • Promotion and publicity • Re-certification Site Audit • The on-site audit • Application for certification Certification

17. SCC Preparation How you prepare is completely up to you… • Internal improvements to meet certification criteria levels • Formal project plan recommended • Involve the team for greatest success • HDI’s online SCC Self-Evaluation • If preparation assistance is needed, a certified consultant may assist…

18. SCC Audit & Review Audit: Onsite audit can take from 2 – 3 days. The auditor will then prepare the materials for review (up to 4 days). The materials are then submitted to the HDI headquarters in Colorado Springs, CO HDI Review: HDI carefully reviews all audit documents and materials for completeness and compliance to the HDI SCC Standards. With the assistance of the audit report, supporting materials and the Auditor’s recommendation, HDI makes the final decision regarding award of Certified Support Center status. 10-day turnaround Phone verification with auditors and applicant as needed

19. Your Support Center Promotion • Promotion and Publicity Opportunities • Use of the HDI Certified Support Center logo for business cards, company signage, apparel, etc. • HDI-issued press release • Company logo and description listed on HDI web site • HDI SCC case study • Announcement/article in HDI’s member magazine, SupportWorld, and other editorial opportunities • Recognition at HDI national events and local chapter meetings Note: Support centers usually have their own publicity/promotion plans – HDI is happy to assist

20. SCC Renewal Maintaining certification demonstrates commitment To the program, best practices, quality, and customer satisfaction. • Initial certification valid for two years • Renewal yearly following initial certification • Renewal audits include a one-to two-day on-site mini audit and 25% review of standards

21. Customer feedback…. Ohio State Medical chose SCC because their customers were asking the support center to…. • Answer the telephone quicker • Solve more problems on the first call • Solve desktop problems faster • Understand and Provide better support in the Education and Research areas • Be Proactive • Be Flexible • Improve communication between support and customers in regard to incident status

22. Benefits Of SCC Program - QAD Customer feedback…. • Significant ROI to QAD • A greater level of Global Consistency for core business process across support centers • Achieved Marketing and Customer Recognition • Boosted Executive Awareness • Enhanced People & Customer Satisfaction • Optimized Performance Measurement • Facilitated the Support Center Integration Process • QAD Mexico, Spain – 2003 • QAD Brazil - 2005

23. Risks of No SCC Program - QAD Customer feedback…. • Lack of Differentiation in an increasingly Competitive Global Market • Inability To Demonstrate Value to Parent Organization • Helpless at Contract Renewal? • Disconnected Staff with Poor integration, lack of Global Consistency • Unhappy Employees

24. Program Logistics at QAD Customer feedback…. • Project Management Standards • Assigned Global Self Assessment Team • Analyzed Results – Addressed Low Scores • Formed Global Team • Project Lead in Each Office • Certification Database • Time Tracking and Costing

25. What they are saying… “Intergraph is proud to receive HDI Support Center Certification. We are committed to providing the highest quality of services to ensure that our clients get the highest level of support. HDI certification demonstrates what our clients already know, that we offer world-class IT managed services." Steve Powers Manager of IT Outsourcing, Intergraph Solutions Group

26. What they are saying… “We’re proud that HDI has validated QAD Global Support’s world-class performance, HDI Certification confirms they can be confident QAD support is always timely, effective and consistent with the highest standards defined by the industry.” Pam Lopker QAD - Chairman and President “The HDI Support Center Certification is an assurance that EXPEC Computer Center is geared to meet a rigorous and demanding set of performance standards.” Nahed A. Rabeh General Manager, Saudi Aramco

27. Some Certified Support Centers