HP gains recognition for excellence in service operations

http://www.hp.com/hpinfo/newsroom/press/2011/110825b.html

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.

This marks the fourth consecutive year HP has earned recognition for its commercial notebook and desktop PC support, and the third year in a row for consumer support, including both PCs and printers.

“HP is clearly committed to strive for excellence; it was apparent during the audit process and in the results HP achieved,” said Thomas W. Pridham, vice president and general manager, Organizational Development Services, TSIA. “We recognize that Excellence in Service Operations certification is an extra effort that HP makes in delivering on its commitment to customers.”

This coveted third-party industry recognition includes a comprehensive evaluation of customer-centric phone, field service and web service operations. Auditors from TSIA compared HP support operations against nearly 300 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.

Well done to HP for the recognition, continued focus on delivery and client engagement not only when it comes to support call handling or effectively understanding requirements, but in real end user empowerment is the way forward, I’m off to read up more about it.

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