Rockwell Automation global support: 10 consecutive years of SCP Certification

Milwaukee, WI – Rockwell Automation’s North American Support Center has reached a new milestone, becoming the first organization to achieve Service Capability & Performance (SCP) Certification for 10 consecutive years.
By Control Engineering Staff November 15, 2007

Milwaukee, WI – The

Rockwell Automation

In related news, the company is hosting Automation Fair 2007 this week. For other technologies from the event, read: Automation Fair 2007: Technologies at Chicago’s McCormick Place .

Working in concert with a consortium of leading technology companies from around the world, the

Service Strategies Corp.

developed SCP Standards to define best practices, quantify performance levels and establish a foundation for continuous improvement of service operations. Certification against the standards requires annual, comprehensive audits to confirm that companies consistently meet program requirements, Rockwell Automation says.

“Being the first to reach the 10 consecutive years milestone, and to certify five support centers through an extensive global audit, really underscores our dedication to deliver the highest quality support to our customers throughout the world,” says Mike Laszkiewicz, vice president, Customer Support & Maintenance, Rockwell Automation. “We’re dedicated to helping ensure that our customers receive a standard of support, especially as the entire manufacturing industry and other users of automation technologies struggle to address a growing skilled labor gap,” Laszkiewicz adds.

SCP Standards are grouped into 12 major categories, including employee development, service delivery processes, and research and development interfaces. In September 2007, Rockwell Automation successfully completed an extensive global audit against SCP Standards for its North American Support Center and four others in Brazil, Australia, Germany. and the United Kingdom, the company says. The centers outside of North America have been certified against SCP Standards for the past four to six years. In total, Rockwell Automation says, the five SCP-certified support centers serve more than 50,000 customers worldwide and answer more than 60,000 calls each month.

Rockwell Automation provides more information about the SCP Certification program

.

Marc Moschetto , editorial director
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