Rockwell Automation Earns Support Center Practices (SCP) Certification For Sixth Consecutive Year | Automation.com

Rockwell Automation Earns Support Center Practices (SCP) Certification For Sixth Consecutive Year

July 012003
Rockwell Automation meets internationally recognized standards for outstanding customer support

CLEVELAND, Ohio, June 30, 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 more than 30,000 Rockwell Automation products.

“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 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

The SSPA represents over 20,000 service executives in over 2,400 support centers worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. For more information about SSPA, visit http://www.theSSPA.com. Service Strategies Corporation is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864, email [email protected] or visit http://www.scpcertification.com/.

About Rockwell Automation
Rockwell Automation (NYSE: ROK) is a world-leading provider of industrial automation power, control and information solutions that help customers meet their manufacturing productivity objectives. The company brings together leading brands in industrial automation for Complete Automation® solutions, including Allen-Bradley® controls and engineered services and Rockwell Software® factory management software, Dodge® mechanical power transmission products, and Reliance Electric® motors and drives. The company also is a leading provider of contact management technologies and applications that help companies more efficiently manage interaction with their own customers. Headquartered in Milwaukee, Wis., USA, the company employs about 22,000 people serving customers in more than 80 countries.
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