HP Earns Excellence in Service Operations Certification for Fifth Consecutive Year
PALO ALTO, Calif. -- For the fifth consecutive year, HP has earned the Excellence in Service Operations certification from the Technology Services Industry Association (TSIA) for delivering superior technical support and services in North America.
The certification specifically recognizes HP’s customer support for its commercial PCs and peripheral services. For each of the past five years, HP Printing and Personal Systems (HP PPS, formerly HP Personal Systems Group)—Commercial North America has been the only manufacturer of laptops, desktops and workstations to be TSIA Excellence in Service Operations certified.
“HP’s North American Commercial PPS team has maintained its Excellence in Service Operations certification for five years, thereby successfully keeping pace with the technology industry’s high standards and expectations for support,” said Thomas W. Pridham, senior vice president and general manager, Organizational Development Services, TSIA. “The Excellence in Service Operations certification is a key indicator that an organization is committed and positioned to deliver the highest-quality service to its customers.”
This coveted third-party industry recognition includes a comprehensive evaluation of customer-centric service operations through all touch points, including phone, field service and web. For HP to successfully attain certification, auditors from TSIA compared HP support operations against nearly 245 industry best practices, including executive commitment, talent management, support tools and technology, and operation metrics—plus such core components as strategy, marketing, assisted and unassisted support, and field service.
“This year’s TSIA certification is a milestone for HP, marking five years of hard work toward customer service excellence,” said Jodi Schilling, vice president, Customer Support and Services, HP. “The recognition that we can always do better for our customers drives us to innovate and excel in the customer service business. We are committed to delivering an exceptional support experience to every customer, every day.”
As part of the certification process, TSIA auditors also reviewed HP management policies and procedures. This included on-site and remote audit processes conducted by a panel of service executives, each with more than 20 years of experience in the industry. Service and support are chief among both commercial and consumer needs during the technology-purchase process. TSIA’s certification underscores HP’s ongoing commitment to delivering the best customer experience possible.
The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. www.tsia.com
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