Certified Organizations Win International Services Excellence Awards (email this article)

SAN DIEGO, CA (October 11, 2006) - Service Strategies Corporation (Company Profile, Past Stories, Case Studies), administrator of the Support Center Practices (SCP), Field Service Practices (FSP), and Professional Service Practices (PSP) Certification programs, the internationally recognized service and support quality standards, today announced that FileNet and Nokia were presented with Services Excellence awards by The Association for Services Management International (AFSMI).

The awards, presented by John Schoenewald, CEO of AFSMI, during AFSM’s World Conference held in Orlando, FL, September 17 - 20, 2006, were in recognition of FileNet and Nokia’s efforts to effectively ‘raise the bar’ for service excellence by leveraging industry standards that ensure delivery of consistent, high-quality service and support - increasing their efficiency and productivity, maximizing their financial performance, and creating a competitive advantage by integrating standards and best practices into their daily operations.

FileNet
“Customer Satisfaction Without Compromise” is the mission of FileNet Customer Service and Support (CSS), and the PSP and SCP standards are a key tool for maintaining the mission’s course. Weaving the certification standards into FileNet’s quality initiatives makes continuous improvement intrinsic to daily activities and truly a normal way of doing business.

In May 2006, FileNet became the first enterprise content management company to achieve Professional Service Practices (PSP) Certification. “FileNet is very proud of its new PSP and renewed SCP Certifications. Over the last few years our Field Delivery Organization has made significant changes in the company’s operations and processes to deliver a level of service unsurpassed in our market space and industry,” said Lee Roberts, chairman and CEO of FileNet.

FileNet has achieved Support Center Practices (SCP) Certification for six consecutive years, maintaining its position as the only certified vendor in Enterprise Content Management and Business Process Management. Using the standards as an organizational structure for all of its quality initiatives, the entire FileNet global support team maintains a uniform and unambiguous understanding of the company’s service and support goals.

Nokia
The Enterprise Solutions division of Nokia helps businesses worldwide improve their performance through extended mobility. End-to-end offerings range from business-optimized mobile devices to secure mobile connectivity gateways and network security. With customer satisfaction among the highest in the country, Nokia Global Support and Services is committed to our users' success. A comprehensive portfolio of service offerings allows you to spend more time on your core business and leave the mobility support to Nokia. Since 2002, Nokia global Technical Assistance Centers have achieved the coveted Support Center Practices (SCP) Certification, the industry "gold standard", awarded in recognition of consistent delivery of exceptional world-class service.

SCP Certification is a key measurement to ensure a high level of operational consistency and provides tangible proof that Nokia support and services are differentiators in the highly competitive technology marketplace. These efforts clearly demonstrate Nokia’s commitment to satisfying customers and delivering the highest quality support possible.

Customer satisfaction ratings have increased since the SCP Certification program was implemented, and quality initiatives including SCP Certification are a key part of the Nokia service strategy. The program is well aligned with Nokia’s core values focusing on customer satisfaction, continuous learning, respect for the individual, and personal and professional achievement. It is easy to tie SCP back to what Nokia is all about, and what Nokia’s core values and focus areas are. World-class support has been one of the key value propositions within Nokia, and the addition of the SCP Certification gives them a method to validate this as more of a fact than a promise. Nokia has rolled out SCP Certification worldwide through its Global Support and Services organization. Nokia’s North American, European and Asia Pacific operations have been certified and continue to drive even greater consistency and quality through annual recertification.

About SCP and PSP Certifications
The Support Center Practices (SCP) and Professional Service Practices (PSP) Certification programs are part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service operations. A consortium of leading technology companies, along with the Association for Services Management International (AFSMI) and Service Strategies, created the internationally recognized standards, which define best practices for delivering world-class professional services, quantify performance levels and establish a foundation to build on existing quality processes. Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the programs.

About Service Strategies Corporation
Headquartered in San Diego, CA, Service Strategies advances service excellence by providing industry-standard certification and career development programs that ensure delivery of consistent, high-quality service and support. Service Strategies applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement.