Help Desk Institute’s

Support Center Certification

Optimal Supporta Division of Optimal Connections, LLC

Program OverviewProgram Overview

The growth and evolution of the support industry The growth and evolution of the support industry has created the need for programs designed to has created the need for programs designed to increase industry best practices through unified increase industry best practices through unified standards standards HDI has met this industry need with its Support Center HDI has met this industry need with its Support Center

Certification (SCC) program Certification (SCC) program The HDI SCC was designed to improve the The HDI SCC was designed to improve the

effectiveness of the support services industry by effectiveness of the support services industry by providing a reference model, internationally recognized providing a reference model, internationally recognized industry standards, and an accompanying certification industry standards, and an accompanying certification programprogram

The HDI SCC standards are developed upon eight core The HDI SCC standards are developed upon eight core areas required to have a state-of-the-art support areas required to have a state-of-the-art support center operationcenter operation

History of the SCC History of the SCC ProgramProgram

In 1998, HDI sponsored an initiative to develop In 1998, HDI sponsored an initiative to develop open certification standards by working with open certification standards by working with more than 25 practitioner experts from around more than 25 practitioner experts from around the worldthe world

Two committees were formed – one for Two committees were formed – one for individual certification and another for support individual certification and another for support center certification center certification

The SCC model is designed to conform to The SCC model is designed to conform to existing international quality standards (i.e., existing international quality standards (i.e., European Foundation for Quality Management European Foundation for Quality Management (EFQM), the Malcolm Baldridge National (EFQM), the Malcolm Baldridge National Quality Awards, and ISO9000Quality Awards, and ISO9000

The Certification The Certification CommitteeCommittee

The HDI SCC open standards committee is The HDI SCC open standards committee is comprised of a worldwide consortium of comprised of a worldwide consortium of industry leaders with representatives from:industry leaders with representatives from:

Bank of AmericaBank of America Sun MicrosystemsSun Microsystems Pink ElephantPink Elephant NCR CorporationNCR Corporation SprintSprint JPC GroupJPC Group Intervox GroupIntervox Group HDI Global EntitiesHDI Global Entities

The Result: HDI Support The Result: HDI Support Center CertificationCenter Certification

The HDI Support Center Certification The HDI Support Center Certification program is program is the first and onlythe first and only……

OpenOpen Standards-basedStandards-based Internationally recognizedInternationally recognized

… … certification program for support centers.certification program for support centers.

The Result: HDI Support The Result: HDI Support Center CertificationCenter Certification

Numerous benefits include:Numerous benefits include: Starts you on a journey to excellenceStarts you on a journey to excellence Creates a consistent standard of excellence for Creates a consistent standard of excellence for

multi-site operationsmulti-site operations Provides recognition and reward for best-of-class Provides recognition and reward for best-of-class

support centerssupport centers Increases employee morale and employee Increases employee morale and employee

retentionretention Achieving Support Center Certification gives you a Achieving Support Center Certification gives you a

competitive advantagecompetitive advantage Develops more cohesive support organizationsDevelops more cohesive support organizations Use of the HDI Support Center Certification logoUse of the HDI Support Center Certification logo

Eight core areas are represented by 67 individual standards statements.

The SCC StandardsThe SCC Standards

The Audit & Certification The Audit & Certification ProcessProcess

Preparation for the SCC AuditPreparation for the SCC Audit The SCC auditThe SCC audit HDI SCC audit reviewHDI SCC audit review SCC award and fulfillmentSCC award and fulfillment Promotion and publicityPromotion and publicity Re-certificationRe-certification

Preparing for the AuditPreparing for the Audit Because the standards are open, the option is Because the standards are open, the option is

available for the preparation work to be completed available for the preparation work to be completed internally.internally.

Should you need assistance, Optimal Connections Should you need assistance, Optimal Connections is available for consulting, assessment, and is available for consulting, assessment, and preparation assistance.preparation assistance.

Preparation options available:Preparation options available: Internal review of SCC standards with respect to Internal review of SCC standards with respect to

opportunities for improvementopportunities for improvement HDI’s online SCC Self-Evaluation toolHDI’s online SCC Self-Evaluation tool Engaging an HDI SCC Auditor such as Engaging an HDI SCC Auditor such as OptimalOptimal

ConnectionsConnections for assessment, preparation for assessment, preparation assistance, and any necessary consultingassistance, and any necessary consulting

The Audit ProcessThe Audit Process

Optimal Connections (OC) is extremely qualified Optimal Connections (OC) is extremely qualified and experienced in the industry, and is trained by and experienced in the industry, and is trained by HDI to perform efficient, effective, and accurate HDI to perform efficient, effective, and accurate audits. audits.

The complexity and length of the audit depend The complexity and length of the audit depend upon the scope and size of the support upon the scope and size of the support organization.organization.

Pricing is based on a per site basis, with Pricing is based on a per site basis, with consideration for multi-site certification.consideration for multi-site certification.

Steps in the Audit ProcessSteps in the Audit Process

OC receives letter of intent from client; copies HDIOC receives letter of intent from client; copies HDI OC forwards all pre-work material to the client for OC forwards all pre-work material to the client for

preparation and assembly of documentation and other preparation and assembly of documentation and other materialsmaterials

Client assembles pre-work per instructions, forwards to Client assembles pre-work per instructions, forwards to OCOC

OC reviews all pre-work, schedules interviews and OC reviews all pre-work, schedules interviews and observations, is on-site 2-3 days per site for interviews observations, is on-site 2-3 days per site for interviews and site reviewand site review

OC analyzes results and prepares complete reportOC analyzes results and prepares complete report OC recommends pass/fail to HDI; the client will be made OC recommends pass/fail to HDI; the client will be made

aware of failure concerns before the audit is completed. aware of failure concerns before the audit is completed. In case of failure, the auditor and client will agree to a re-In case of failure, the auditor and client will agree to a re-audit within 90 days. audit within 90 days.

SCC Audit ReviewSCC Audit Review

HDI carefully reviews all audit documents and HDI carefully reviews all audit documents and materials for completeness and compliance to materials for completeness and compliance to the HDI SCC Standards. the HDI SCC Standards.

With the assistance of the audit report and the With the assistance of the audit report and the Optimal Connection’s recommendation, HDI Optimal Connection’s recommendation, HDI makes the final decision regarding award of the makes the final decision regarding award of the Support Center Certification.Support Center Certification.

HDI review includes:HDI review includes: 5-day turnaround on review process5-day turnaround on review process Phone verification as neededPhone verification as needed

Support Center Support Center Certification AwardCertification Award

Once approved to receive “HDI Certified Support Once approved to receive “HDI Certified Support Center” status, HDI provides the client with Center” status, HDI provides the client with award materials and certificates.award materials and certificates.

Awards provided to HDI Certified Support Awards provided to HDI Certified Support Centers: Centers: Congratulations letter from from Ron Muns, HDI’s Congratulations letter from from Ron Muns, HDI’s

Founder and CEOFounder and CEO HDI SCC certificateHDI SCC certificate HDI SCC award plaqueHDI SCC award plaque

Promotion & PublicityPromotion & Publicity

A key benefit of attaining Support Center A key benefit of attaining Support Center Certification is the recognition and reward a support Certification is the recognition and reward a support center organization (and its company) receives as a center organization (and its company) receives as a result of achieving this prestigious certification.result of achieving this prestigious certification.

Promotion and publicity opportunities:Promotion and publicity opportunities: Use of the HDI SCC logo for web site, business cards, Use of the HDI SCC logo for web site, business cards,

company signage, apparel, etc.company signage, apparel, etc. Joint press release Joint press release Company logo and description listed on HDI web site Company logo and description listed on HDI web site

under “HDI Certified Support Centers”under “HDI Certified Support Centers” HDI-written case study HDI-written case study Article in HDI’s member magazine, Article in HDI’s member magazine, SupportWorld SupportWorld and and

other editorial opportunitiesother editorial opportunities Recognition at HDI national events and local meetingsRecognition at HDI national events and local meetings

The Re-certification The Re-certification ProcessProcess

Initial HDI Support Center Certification is effective for Initial HDI Support Center Certification is effective for two years. two years.

Maintaining HDI Certified Support Center status Maintaining HDI Certified Support Center status demonstrates commitment to ...demonstrates commitment to ...– the program and its standardsthe program and its standards– a pledge to best practices, quality operations and a pledge to best practices, quality operations and

performanceperformance– achieving on-going customer satisfactionachieving on-going customer satisfaction– a continuing positive work environment for employees.a continuing positive work environment for employees.

A certification subscription is available to extend A certification subscription is available to extend certification status for an additional five years through certification status for an additional five years through yearly mini-audits. yearly mini-audits.

HDI Certified Support HDI Certified Support CentersCenters

Become HDI Support Become HDI Support Center Certified!Center Certified!

For more information on how to For more information on how to achieve Support Center Certification, achieve Support Center Certification, visit the Optimal Support web site at visit the Optimal Support web site at www.optimalsupport.comwww.optimalsupport.com, or contact , or contact Paul Dooley at (949) 305-3544.Paul Dooley at (949) 305-3544.

Help Desk Institute’s

Support Center Certification

Optimal Supporta Division of Optimal Connections, LLC