HP’s Personal Systems Group Americas Impressive Operations Earn SSPA Excellence in Service Operations Certification

The SSPA is announcing that HP's Personal Systems Group for the Americas commercial division has earned the prized Excellence in Service Operations certification. This distinction recognizes HP PSG Americas for their superior technology service and support operations provided to their business notebook and desktop PC customers.

HP PSG Americas - Commercial achieved certification by undergoing a comprehensive evaluation of their phone, field service and web self-service operations. Expert auditors from the SSPA and J.D. Power and Associates were on site for seven days and conducted rigorous reviews of the policies and procedures used in managing HP's support organization. The audits of the support operations evaluated a wide-range of industry best practices including executive commitment, management of talent, support tools and technology, and operation metrics compared to industry best practices. Auditors also reviewed customer support calls.

"HP PSG Americas - Commercial has earned this certification because they meet, and in many cases, exceed the comprehensive standards defined in the Excellence in Service Operations program," said Steve Smith, Executive Director, SSPA. "The people, processes and technology in place demonstrate that HP has the organizational structure necessary to provide quality phone, web and field support."

Built by a blue ribbon industry committee of over 50 leading technology companies, the certification required HP PSG Americas to prepare evidence of support operations and metrics on up to 290 specific operational criteria. Recipients of this prized certification are required to demonstrate excellence in their support policies and procedures as measured against these industry leading practices.

"We are pleased to achieve the Excellence in Service Operations certification from the SSPA," said Antonio Neri, vice president of Total Customer Experience & Quality, Warranty and Services. "HP is committed to delivering the best total customer experience. Working with the SSPA to validate that PSG Americas has the right combination and quality of service and support has been a valuable experience, and reassures us that we are on the right track."

Audits of operations were conducted in HP's Texas operations in Houston, Richardson and Dallas, as well as employee facilities in Bangalore, India. More than 80 HP employees were involved in preparations and presentation of operational processes, evidence of best practices and industry benchmark metrics. The HP team can be proud of their performance as it demonstrates their capability to provide customers with an increased confidence level in their purchasing decision.

The SSPA is pleased to recognize everyone on the HP PSG North America Commercial team and applauds their dedication to excellence in service and support.

About The SSPA
The SSPA is chartered with bringing together the service and support community's best and brightest minds to deliver a relevant blend of market research, programs and certifications including the distinguished Excellence in Service Operations program, as well as networking, media and analyst relations, education and other information resources. SSPA's core constituents include the world's leading enterprise and consumer technology companies as well as scores of innovative small and mid-sized companies that serve to continually refresh the industry by bringing new ideas and processes to the marketplace. For more information, visit www.thesspa.com

About HP
HP focuses on simplifying technology experiences for all of its customers - from individual consumers to the largest businesses. With a portfolio that spans printing, personal computing, software, services and IT infrastructure, HP is among the world's largest IT companies, with revenue totaling $100.5 billion for the four fiscal quarters ended July 31, 2007. More information about HP is available at www.hp.com.

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