Support Center Certification Program

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Support Center Certification Program

• HDIs Support Center Certification (SCC) is the
  only open standards, globally recognized
  certification program created specifically for
  Support Centers. This certification program was
  thoughtfully developed by a standards committee
  comprised of 25 practitioner experts from around
  the world, and designed to build a framework for
  successful strategic planning, service delivery,
  and communication of business value to executive
  management.
• SCC was developed to improve the effectiveness of
  the support organizations by providing truly open
  industry standards that are recognized worldwide
  for demonstrating excellence, efficiency, and a
  commitment to quality.

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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

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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.

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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.

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SCC History and Development

• The standards
• The 66 SCC standards are segmented into eight
  categories. Each of these categories 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/upgraded to
  conform to existing international quality
  standards, such as
• European Foundation for Quality Management (EFQM)
• Malcolm Baldrige National Quality Awards
• IT Infrastructure Library (ITIL)
• ISO9000 / Six Sigma / Balanced Scorecard

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The SCC Reference Model
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The SCC Reference Model

• 1 LeadershipLeadership 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 centers 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.

1 Leadership
5 Process Procedure
2 Strategy Policy
6 People Satisfaction
3 People Management
7 Customer Satisfaction
4 Resources
8 Performance Results
Enabling Factors
Results
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Cont
Enabling Factors

• 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.

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The SCC Reference Model

• 6 People SatisfactionThe satisfaction of the
  people belonging to an organization can
  significantly influence the organizations
  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.
• 8 Performance 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.

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

• EnablersOrganizations are evaluated for each
  standard in the Enabling areas to determine their
  level of maturity.  1. Just started Some good
  ideas on a topic or issue, the beginnings of
  plans for improvement, and a clear recognition
  that an issue(s) needs to be addressed.
•  2. Some progress Some evidence that something
  is really happening, occasional reviews resulting
  in improvements and enhancement, and islands of
  successful implementations or results.
• 3. Considerable progress Clear evidence that
  this subject is being well addressed, regular and
  routine reviews and upgrades, some concerns that
  the implementation is not universal or being
  applied to its full potential.
• 4. Fully achieved/optimized An outstanding
  approach or result that is universally
  implemented, ideal solutions or achievements,
  continuous improvement efforts exist, and it is
  difficult to envision significant improvement.
• ResultsThe level of success the organization has
  had is defined in achievement of meeting its
  stated objectives. As above, a 1 to 4 rating
  scale is employed
• 1. Measured Performance data is routinely
  collected.
• 2. Comparisons to goals The organization
  collects data and routinely compares performance
  to organizational goals or targets. Data has been
  collected and compared to goals for at least
  three months.
• 3. Trending to goals The organization collects
  data, routinely reports performance, and compares
  results to goals or targets. Data has been
  collected and compared to goals for at least six
  months. The results show performance trending to
  goals.
• 4. Consistently meeting goals The organization
  has met performance goals for several reporting
  periods and trends indicate consistent results
  for at least one year.

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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
• Fujitsu
• Among others.

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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 categories of the standards.

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Whats Different About HDI SCC?

• Program designed for support centers/call centers
  that service customers and end-users
• 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

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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
• Improve employee morale
• 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

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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

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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 end-users
• The audit was a catalyst for innovation
• Implemented and/or improved processes, tools, or
  systems to handle customer requests more
  efficiently
• Increased awareness among executives
• Intention to renew their certification

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SCC The Process

• Information gathering (self evaluation)
• Decision to proceed - agreement
• HDI conference call auditor assignment
• Site preparation

Pre-audit Activities
Site Audit

• The on-site audit (scoring)
• Application for certification

Certification

• HDI review of scores and audit materials
• Certification award and fulfillment
• Promotion and publicity
• Re-certification

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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
• HDIs online SCC Self-Evaluation
• If preparation assistance is needed, a certified
  consultant may assist

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SCC Preparation

• SCC Self-Evaluation Tool
• HDIs SCC self-evaluation shows you the areas
  where your support center meets SCC standards,
  and lets you focus on the areas that do not.
  Even if you are not ready to go through the
  certification process, you can take the
  self-evaluation to see what you can do to improve
  the overall quality of your support center.
  Features of the SCC self-evaluation
• An online questionnaire which allows you to
  return at anytime for completion, updates, and
  revisions
• Ability to save multiple evaluations and compare
  them to one another
• Your self-evaluation summary may be emailed to
  co-workers, management, SCC Auditors, and
  vendors.

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SCC Preparation

• SCC Self-Evaluation Tool
• The SCC Self-Evaluation is a questionnaire that
  contains 66 questions taken directly from the 8
  core areas. HDI requires a minimum score of 2.3
  per section and an overall score of 2.5 to pass
  the SCC audit and obtain certification status. If
  you score 2.5 overall or higher on the
  Self-Evaluation this is not a guarantee that you
  will pass the audit but it can help you decide to
  begin the audit process, make internal
  improvements, or work with an HDI Auditor or
  other consultant to make refinements necessary to
  work towards certification. The HDI
• SCC Self-Evaluation Tool offers the following
  features
• Online questionnaire which you can return to at
  any time for completion, updates and revisions
• Tracking through multiple saved versions of the
  Self-Evaluation
• Comparison reporting that will allow you to
  compare results of multiple saved versions.
• Password-protected area, secure results
• Self-Evaluation summary that can be emailed to
  co-workers, management, SCC Auditors, or vendors
• Scores shown in report and graphical format
• Scoring maps to official SCC audit scoring
• Scores shown by question, section, and overall
• Begin a new questionnaire
• Access previous questionnaires

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SCC Preparation

• Support Center Certification Self-Evaluation
• Begin a Questionnaire
• SCC Self-Evaluation subscribers can create and
  save multiple versions of the questionnaire. This
  allows users to measure improvements over time
  and compare the results. Before you begin please
  keep in mind the following
• Provide one response to each question and answer
  to the best of your ability
• Scoring for each question is based on the
  maturity levels of the SCC standard statements.
  For example, Fully Achieved and/or Optimized
  responses receive higher scores than Not Started
  or Just Started.
• Not Started responses receive a zero score.
• Return at any time to finish the questionnaire or
  update responses (go to the "Previous
  Questionnaires" link)
• A Report showing results is available for your
  review during or following the completion of the
  questionnaire.
• You must score a minimum score of 2.3 per section
  and an overall score of 2.5 for Certification.
• Each standard statement and section has a
  specific weight for scoring. See the Report for
  an explanation of the weighting criteria.

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SCC Preparation

• Support Center Certification Self-Evaluation
• Questionnaire Name XYZ Company_December 2006
• Section 1 Leadership
• Standard 1.010 Alignment with core business
• Support center management promotes an
  understanding of the relationship of support
  services to the core business of the enterprise.
• You must select "Yes" or "No" for each statement
  in order to complete the question.
• Support center management can describe the three
  most important factors for the success of the
  end-user and/or customers business.
• Support center staff understands the business
  impact of technology and/or service failure to
  the customer.
• Services offered by the support center are
  focused on supporting the success of the end-user
  and/or customer.
• Support center management adjusts services to
  best support changes to end-users and/or
  customers.

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SCC Audit

• 5.040 Service Level Management
• Service Level Management processes exist between
  the support center and its end-users and/or
  customers, suppliers, and internal support
  partners by use of signed Service Level
  Agreements (SLAs), Underpinning Contracts and
  Operational Level Agreements (OLAs).
• Number Maturity Level Maturity Level
  Description
• 1 Just started The support center has signed
  SLAs for its end-users and/or customers or
  customer contracts.
• 2 Some progress Performance against goals is
  regularly measured and reported to the
  participants of all service agreements.
• 3 Considerable progress The support center has
  signed OLAs with its Level 2 and Level support
  groups and Underpinning Contracts with suppliers.
  
• 4 Fully achieved and/or optimized Regular
  discussions occur with service participants to
  review performance against service levels for
  changing, enhancing or updating SLAs,
  Underpinning Contracts and OLAs as determined
  necessary.

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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 Auditors recommendation, HDI makes the
  final
• decision regarding award of Certified Support
  Center status.
• Upon full payment of SCC fees - 3 week turnaround
• Phone verification with Auditor and applicant as
  needed

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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
• Announcement/article in HDIs 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

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SCC Renewal

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

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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

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Benefits Of SCC Program - QAD
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
• 8 Sites recertified in 2006 NJ - USA, Sydney,
  Amsterdam, Hong Kong, Spain, Brazil, Mexico
• and United Kingdom.

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Risks of No SCC Program - QAD
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

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Program Logistics at QAD
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

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Feedback

• 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

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Feedback
Were proud that HDI has validated QAD Global
Supports 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

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Some Certified Support Centers

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For More Information

• Please visit the HDI website at www.thinkhdi.com
• or
• Contact Terry Allen at terry.allen_at_gmail.com