SSPA’s Organizational Development Program - Your Partner in Operations Excellence

Today’s technology service and support organizations must strive for new levels of operations excellence while still delivering the revenues and gross margins demanded by their CFO. Addressing this challenge requires innovative leadership that can focus on the service and support challenges with a fast, effective and relatively fail safe approach. Excellence in Service Operations, new customer experiences, and the delivery of value-added support are the key ingredients to the attainment of revenue growth, margin growth and operational efficiency.

The SSPA has developed the Organizational Development Program to support an effective partnership with member companies in support of this important endeavor. We have created the industry’s first and only comprehensive technical service and support Organizational Development Program. The Organizational Development Program is a fully integrated member only program designed to be your guide to service and support excellence. Independent of what stage a member company is at relative to the maturity of their support operations, the program is designed to be modular and flexible to meet specific company requirements, whether they are oriented towards recognition, process improvement and/or base level capability establishment. The program is organized into four primary phases:

• Assess: Designed to help member companies understand how their current support operations capability and performance compares against your peers, the industry and your business strategy. In this phase the SSPA will perform an “Evaluation” of all or selected elements of a member company’s support organization against best practices and document the differences. Assess starts by comparing your operational metrics with the industry and your peers via the SSPA Benchmarking.
  
  
• Improve: The SSPA will help you create a specific improvement plan for selected/all support operation modules (e.g. assisted, non-assisted, field, etc.) to drive improvements that will support your company’s objective to achieve service excellence faster and more efficiently. SSPA Diagnostic Audits provide an effective tool for identifying the gaps in your support operations so you can efficiently target resources to maximize your improvement.
  
  
• Recognize: The SSPA and J.D. Power and Associates offer support operations audit and customer satisfaction certifications that are designed to help companies promote their service excellence. Successful completion of these certifications entitles the certified companies to promote either the SSPA’s Rated Outstanding, the SSPA’s Excellence in Service Operations and/or the J.D. Power and Associates Certified Technology Service and Support (CTSS) customer satisfaction brands.
  
  
• Value-Added Support^SM: Facilitates attainment of breakaway business success by developing a strategy, framework and roadmap for delivering exceptional support to customers. Support that delights customers by taking ownership for their effective and simplified consumption of technology. Successful implementations of Value-Added Support^SM for customers are likely to result in greater product usage, revenue growth, shorter time between purchases, stronger margins, better product attach rates, larger transaction sizes lower discounting, and higher levels of customer retention, etc.

The Organizational Development Program recognizes that each company is in a different stage of service and support maturity and the program is designed to align with each unique situation. Organizational Development Program is also designed to accommodate and support very tactical account specific activities… activities that are not well suited to typical program structures. Members can select individual Organizational Development Program components that focus on improvements that are fast, efficient and cost effective. Alternatively, members can also use the Organizational Development Program as their strategic guide through a multi-year transformation of their support operations. Whether your goal is to compare your processes to world class centers or recognize customer excellence with the SSPA or the J. D. Power and Associates certification programs—the Organizational Development Program program provides the tools to systematically get you there.