The Association for Services Management International (AFSMI) and Service Strategies Corporation today announced the general availability of two new industry standards: the Field Service Practices (FSP) and the Professional Service Practices (PSP) Certification programs.
These new service and support standards were created by a group of leading technology service providers, AFSMI, and Service Strategies Corp. The consortium came together to create a benchmark standard that will enhance the operational performance of organizations that deliver onsite services to technology customers. The new standards will improve the service experience and enhance the business value received by technology customers around the world.
*The Field Service Practices (FSP) Certification program enhances the performance of organizations that deliver field technical support, traditional break/fix repair, and ongoing product maintenance services.
*The Professional Service Practices (PSP) Certification program enhances the performance of organizations that deliver proactive services such as product implementations, system integration, and product or services consulting.
“Until now, there wasn’t a standard to help organizations provide high-quality, on-site service and support in a consistent manner,” said John Schoenewald, CEO of the Association for Services Management International. “Working with Service Strategies and the consortium of sponsors, we feel we have addressed a gap in the industry by establishing a set of benchmark standards for onsite services. These new standards are good for the industry and good for AFSMI members.”
Sponsor companies include industry leaders Abbott Laboratories , FileNet Corporation, Lawson Software, McKesson Corporation, NCR Teradata, Novell Incorporated, Quantum Corporation, Rockwell Automation, and others.
Service Strategies applied its proven benchmark process to develop the certification standards with the sponsor companies and AFSMI. The development effort took place throughout 2004 and early 2005 and included analysis of industry best practices, review of benchmarking data, and intensive discussion of the issues facing the services industry. The development effort culminated in the creation of two comprehensive quality standards that each include over one-hundred business factors required for delivering world-class, on-site service and support.
“These new programs close the loop in driving quality through the service chain. They join the Support Center Practices (SCP) Certification program, the internationally recognized quality standard defining best practices for delivering world-class technology support,” states John Hamilton, Service Strategies president. SCP Certification quantifies the effectiveness of technology support operations, establishes a foundation for optimizing business processes, and focuses on measurable results. More at www.scpcertification.com
Additional Information
Please visit www.servicestrategies.com and select Field Service Practices (FSP) or Professional Services Practices (PSP) from the Certification tab. You will also find expanded features and benefits sections and customer success stories.
