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SGSA is the preferred partner for Service Strategies in Europe, Middle East and Africa and assist organisations prepare for certification under the Service Capability & Performance (SCP) Standards. These programs provide the definitive benchmark of service excellence in the technology industry. The SCP Standards provide the framework for measuring performance, implementing best practices and leveraging the skills of all employees engaged in service delivery.
The SCP Standards were created by a consortium of industry leading companies committed to delivering world class services in conjunction with Service Strategies Corporation and industry associations such as the Association for Services Management International (AFSMI) and others. The SCP Standards are updated annually to stay current with evolving trends and increasing customer demands. The SCP Standard consists of four distinct disciplines:
Support
Improves organisations that deliver remote support services |
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Technical Support |
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Online Support Services |
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Proactive Support Services |
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Field Service
Improves organisations that deliver onsite support services |
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Field Technical Support |
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Break/Fix Services |
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Product Maintenance Services |
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Professional Service
Improves organisations that deliver planned / proactive services |
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Product Implementations |
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System Integration |
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Product or Services Consulting |
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eService
Improves support, field service and professional service organisations that also provide web based support services.
The SCP Standards are used in more than twenty countries worldwide. The standards quantify service effectiveness based upon stringent performance standards and represent industry best practices. The SCP Standards require comprehensive audits to confirm that companies meet defined business requirements. Certified organisations must demonstrate their performance and commitment through annual re-certification.
Program criteria cover key performance factors such as customer satisfaction, service delivery processes, financial and operational performance, staff development and key organisational interfaces among others. |
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