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HP Earns Excellence in Service Operations Certification for Fifth Consecutive Year.
For the fifth consecutive year, HP has earned the Excellence in
Service Operations certification from the Technology Services Industry
Association (TSIA) for delivering superior technical support and
services in North America.
The certification specifically recognizes HP’s customer support for
its commercial PCs and peripheral services. For each of the past five
years, HP Printing and Personal Systems (HP PPS, formerly HP Personal
Systems Group)—Commercial North America has been the only manufacturer
of laptops, desktops and workstations to be TSIA Excellence in Service
Operations certified.
“HP’s North American Commercial PPS team has maintained its
Excellence in Service Operations certification for five years, thereby
successfully keeping pace with the technology industry’s high standards
and expectations for support,” said Thomas W. Pridham, senior vice
president and general manager, Organizational Development Services,
TSIA. “The Excellence in Service Operations certification is a key
indicator that an organization is committed and positioned to deliver
the highest-quality service to its customers.”
This coveted third-party industry recognition includes a
comprehensive evaluation of customer-centric service operations through
all touch points, including phone, field service and web. For HP to
successfully attain certification, auditors from TSIA compared HP
support operations against nearly 245 industry best practices, including
executive commitment, talent management, support tools and technology,
and operation metrics—plus such core components as strategy, marketing,
assisted and unassisted support, and field service.
“This year’s TSIA certification is a milestone for HP, marking five
years of hard work toward customer service excellence,” said Jodi
Schilling, vice president, Customer Support and Services, HP. “The
recognition that we can always do better for our customers drives us to
innovate and excel in the customer service business. We are committed to
delivering an exceptional support experience to every customer, every
day.”
As part of the certification process, TSIA auditors also reviewed HP
management policies and procedures. This included on-site and remote
audit processes conducted by a panel of service executives, each with
more than 20 years of experience in the industry. Service and support
are chief among both commercial and consumer needs during the
technology-purchase process. TSIA’s certification underscores HP’s
ongoing commitment to delivering the best customer experience possible.
About TSIA
The Technology Services Industry Association (TSIA) is the world’s
leading organization dedicated to advancing the business of technology
services. Technology services organizations large and small look to TSIA
for world-class business frameworks, best practices based on real-world
results, detailed performance benchmarking, exceptional peer networking
opportunities, and high-profile certification and awards programs. TSIA
corporate members represent the world’s top technology companies as
well as scores of innovative small and midsize businesses in four major
markets: enterprise IT & telecom, consumer technology, healthcare
& healthcare IT, and industrial equipment & technology.
www.tsia.com
About HP
HP creates new possibilities for technology to have a meaningful
impact on people, businesses, governments and society. The world’s
largest technology company, HP brings together a portfolio that spans
printing,
personal computing,
software,
services and
IT infrastructure to solve customer problems. More information about HP (NYSE: HPQ) is available at
http://www.hp.com.
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