Rockwell Automation Global Support Operations Achieve SCP Certification
Company’s North American Technical Support Center is first in history of SCP Standards program to receive certification 10 consecutive years
MILWAUKEE. —Rockwell Automation, (NYSE:ROK) today announced that its North American Technical Support Center is the first in history to attain 10 consecutive certifications under the prestigious Service Capability & Performance (SCP) Standards.
SCP Standards quantify the effectiveness of customer service and support, and represent best practices in the industry. These standards are grouped into twelve major categories including employee development, service delivery processes, and research and development interfaces. In September 2007, Rockwell Automation successfully completed an extensive global audit against SCP Standards for its North American Support Center and four others in Brazil, Australia, Germany and the United Kingdom. The centers outside of North America have been certified against SCP Standards for the past four to six years. In total, the five SCP-certified support centers serve more than 50,000 customers worldwide and answer more than 60,000 calls each month.
“Being the first to reach the 10 consecutive years milestone and to certify five support centers through an extensive global audit, really underscores our dedication to deliver the highest quality support to our customers throughout the world,” said Mike Laszkiewicz, vice president, Customer Support & Maintenance, Rockwell Automation. ”We’re dedicated to helping ensure that our customers receive a standard of support, especially as the entire manufacturing industry and other users of automation technologies struggle to address a growing skilled labor gap.”
The Service Capability & Performance (SCP) Standards are designed to help improve the quality and effectiveness of technology service and support operations. A consortium of leading technology companies from around the world created the internationally recognized standards in cooperation with Service Strategies Corporation. The standards define best practices, quantify performance levels and establish a foundation for continuous improvement of service operations. Certification against the standards requires annual, comprehensive audits to confirm that companies consistently meet the requirements of the program.
“Rockwell Automation has demonstrated success in delivering high quality support during the past 10 years, as evidenced through the tenth certification in North America and the company’s adoption of standards throughout the global support operation,” said Greg Coleman, vice president of strategic programs for Service Strategies Corporation. “Rockwell Automation has made it clear they are committed to delivering world-class technical support by meeting the rigorous standards defined in the SCP program year after year, and their customers are reaping the benefits.”
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