Organizational Development Program: IMPROVE PHASE

Companies will move into the Improvement phase of the Organizational Development Program if their Assessment or certification audits identified areas for financial or customer satisfaction improvement, areas below peer or competitive benchmarks and/or areas out of alignment with corporate objectives.   Services available in the Improvement phase can also be utilized by companies who have underperformed in the SSPA Excellence in Service Operations audit and/or J.D. Power and Associates Certified Technology Service and Support (CTSS) certification process.

The Improvement components include:

SSPA Operational Improvement Audits.  Unlike the certification audits, the SSPA Improvement Audits provide advice and counsel when areas of the support and service processes are below the best practice operational criteria.  These on-site sessions are conducted by SSPA auditors with 20+ years of experience as executives managing support operations.  Members can utilize these audits to target and focus areas of improvement identified during the Assess phase. This presents the opportunity for deeper review and recommendations into areas of their support operation that fell below “best practice” standards during the certification audits.

SSPA Advisory Services – As you seek to improve some or all parts of your organization, SSPA Advisors are available to provide insight, industry data and advice on a range of operational and business issues.  Analysts with expertise in support technology, support operations and SSPA executives with strategic and executive level insight are all here to help.  SSPA project-based research and/or perspectives can be purchased on a time and materials basis throughout your Organizational Development Program program involvement.

PRTM On-site Consulting – SSPA has partnered with the global consulting firm of PRTM to provide in-depth, on-site, support related operational assistance to our Members.  As a global firm with deep expertise in service & support with an Operational Innovation focus, PRTM www.prtm.com is uniquely qualified to help SSPA Members improve their overall operational effectiveness.  SSPA has trained PRTM service consultants on the SSPA Excellence in Support Operations Best Practice criteria, models and data.  This gives PRTM consultants unique expertise and capability – with minimal ramp up time - unmatched in our industry.  As “operational consultants” PRTM’s focus on tangible and executable results, not just strategy documents, ensures the delivery of business results that improve costs and boost customer satisfaction.