SCP Standards

Service Capability & Performance Standards

Services

Challenge

The service business is a dynamic environment with ever increasing requirements.

Technical service providers keep pushing for higher quality services and lower costs. They need to rapidly change their service business models and have to implement new service automation solutions. Therefore, service providers need access to the Best Practices and Standards in the technical services industry.

Impact

The SCP Standards help companies identify the improvement opportunities in their service business.

Created by a consortium of leading technology companies, the SCP Standards were designed to improve service quality and effectiveness, define best practices for delivering world-class service and support, quantify performance levels and establish a framework for continuous improvement.  To date, over 1500 certification audits have been performed against the SCP Standards worldwide. With approximately 200 organisations participating in the SCP Standards globally, the programme is the most widely adopted service quality standard available today.

Approach

Companies can use the SCP Standards to continuously keep management and staff up to date about what are the Best Practices in the Service Industry, affecting lasting change in performance.

Through a process of assessment, re-design of service operations and implementation of Service Industry Best Practices, companies will reach the next level of performance. SCP Programme participants can do this either on their own, using the SCP programme content, or they can get assistance from our service management consultants, trainers or IT experts. Confirmation of compliance with the SCP requirements can be obtained through certification. The certification requires a three day on-site audit against all the requirements. The SCP auditor will assist each operational entity through a consultative approach to understand the level of compliance and will provide advice on further improvements if needed.

The SCP Vendor Compliance programme provides a way for vendors of service automation technologies to gain accreditation against the standards through a thorough review process. Upon successful completion of a detailed comparison of the vendor’s solution against the SCP Standards, the solution is designated as SCP Compliant. As a result, businesses can be confident that implementing the vendor's solution will help them implement best practices and adhere to service industry standards, which will result in higher quality service for their clients. While the SCP Standards have been used by service organizations since 1997, the SCP Vendor Compliance programme was launched in 2014 and is assisting service organisations in identifying best in class automation solutions that enable delivery of the highest quality service and support to their clients.

Getting Started

More than two hundred companies have successfully applied the SCP Standards and have achieved profitable growth. Have a look at the companies that are using the SCP Standards and contact us today to discuss about how your organisation can get value from the SCP Standards programme. You can start with benchmarking your organisation against the Best in Class in the service industry, to understand the service business improvement opportunities. Alternatively we can help you get started with a self-assessment. The findings of an assessment will help you to define or validate your service strategy and will help to develop a service transformation programme for the purpose of reaching your business objectives. If you are interested in training your service leadership team, service sales team or service delivery teams to apply Best Practices, have a look at our training offering or people development programmes. Do you need assistance in defining requirements for new service automation solutions, developing a new service IT architecture or do you need help from our service IT experts  with implementation? Contact us today.

 

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