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SSPA P R E S S R E L E A S E S Rockwell
Automation Earns Support Center Practices (SCP) Certification For Sixth
Consecutive Year -Rockwell Automation meets internationally recognized standards for outstanding customer support- CLEVELAND, Ohio, July 2, 2003— Today’s leading technology manufacturers know that, as technology grows increasingly complex, access to high-quality customer support has never been more important. For the sixth consecutive year, Rockwell Automation has demonstrated its superior customer support by achieving certification under the prestigious Support Center Practices (SCP) Certification program. SCP Certification quantifies the effectiveness of customer support organizations based on a stringent set of performance standards and represents best practices in the industry. Rockwell Automation’s Customer Support Center in Cleveland, Ohio, is one of only two centers in the SCP program to earn certification for six consecutive years. With each audit the Rockwell Automation Customer Support Center has improved its score, demonstrating the high level of post-sale support it provides for many of Rockwell Automation’s 3,000-plus products (we don’t support all products out of this facility). “The ability to consistently meet SCP’s world-class support standards year-after-year is a testament to the dedication and commitment of our customer support group,” said Pat Babington, vice president, Customer Support and Maintenance, Rockwell Automation. “As the benchmark is raised every year, we must continually improve our organization to meet the SCP standards. Meeting these standards not only provides a means to measure our success, it confirms our ability to meet and exceed the increasingly complex support needs of our customers.” SCP Certification is an internationally-recognized standard created by the Service & Support Professionals Association (SSPA) and a consortium of high-tech companies to create a recognized quality certification for support centers and to provide a method of benchmarking for support center practices. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of more than 100 business elements defined in the SCP program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, and research and development. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.] Rockwell Automation joins the ranks of other leading technology companies that have achieved the sought-after SCP Certification, including Lawson Software, Lockheed Martin Incorporated, PeopleSoft Incorporated, McKesson Corporation, Mentor Graphics Corporation, Network Appliance Incorporated and Xerox Corporation. Currently, more than 200 technology support organizations around the world participate in the SCP program. About
Support Center Practices (SCP) Certification About
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