Help Desk Institute

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Help Desk Institutes Support Center Certification
Optimal Supporta Division of Optimal
Connections, LLC
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Program Overview

• The growth and evolution of the support industry
  has created the need for programs designed to
  increase industry best practices through unified
  standards
• HDI has met this industry need with its Support
  Center Certification (SCC) program
• The HDI SCC was designed to improve the
  effectiveness of the support services industry by
  providing a reference model, internationally
  recognized industry standards, and an
  accompanying certification program
• The HDI SCC standards are developed upon eight
  core areas required to have a state-of-the-art
  support center operation

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History of the SCC Program

• In 1998, HDI sponsored an initiative to develop
  open certification standards by working with more
  than 25 practitioner experts from around the
  world
• Two committees were formed one for individual
  certification and another for support center
  certification
• The SCC model is designed to conform to existing
  international quality standards (i.e., European
  Foundation for Quality Management (EFQM), the
  Malcolm Baldridge National Quality Awards, and
  ISO9000

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The Certification Committee

• The HDI SCC open standards committee is comprised
  of a worldwide consortium of industry leaders
  with representatives from
• Bank of America
• Sun Microsystems
• Pink Elephant
• NCR Corporation
• Sprint
• JPC Group
• Intervox Group
• HDI Global Entities

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The Result HDI Support Center Certification

• The HDI Support Center Certification program is
  the first and only
• Open
• Standards-based
• Internationally recognized
• certification program for support centers.

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The Result HDI Support Center Certification

• Numerous benefits include
• Starts you on a journey to excellence
• Creates a consistent standard of excellence for
  multi-site operations
• Provides recognition and reward for best-of-class
  support centers
• Increases employee morale and employee retention
• Achieving Support Center Certification gives you
  a competitive advantage
• Develops more cohesive support organizations
• Use of the HDI Support Center Certification logo

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The SCC Standards
Eight core areas are represented by 67 individual
standards statements.
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The Audit Certification Process

• Preparation for the SCC Audit
• The SCC audit
• HDI SCC audit review
• SCC award and fulfillment
• Promotion and publicity
• Re-certification

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Preparing for the Audit

• Because the standards are open, the option is
  available for the preparation work to be
  completed internally.
• Should you need assistance, Optimal Connections
  is available for consulting, assessment, and
  preparation assistance.
• Preparation options available
• Internal review of SCC standards with respect to
  opportunities for improvement
• HDIs online SCC Self-Evaluation tool
• Engaging an HDI SCC Auditor such as Optimal
  Connections for assessment, preparation
  assistance, and any necessary consulting

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The Audit Process

• Optimal Connections (OC) is extremely qualified
  and experienced in the industry, and is trained
  by HDI to perform efficient, effective, and
  accurate audits.
• The complexity and length of the audit depend
  upon the scope and size of the support
  organization.
• Pricing is based on a per site basis, with
  consideration for multi-site certification.

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Steps in the Audit Process

• OC receives letter of intent from client copies
  HDI
• OC forwards all pre-work material to the client
  for preparation and assembly of documentation and
  other materials
• Client assembles pre-work per instructions,
  forwards to OC
• OC reviews all pre-work, schedules interviews and
  observations, is on-site 2-3 days per site for
  interviews and site review
• OC analyzes results and prepares complete report
• OC recommends pass/fail to HDI the client will
  be made aware of failure concerns before the
  audit is completed. In case of failure, the
  auditor and client will agree to a re-audit
  within 90 days.

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SCC Audit Review

• HDI carefully reviews all audit documents and
  materials for completeness and compliance to the
  HDI SCC Standards.
• With the assistance of the audit report and the
  Optimal Connections recommendation, HDI makes
  the final decision regarding award of the Support
  Center Certification.
• HDI review includes
• 5-day turnaround on review process
• Phone verification as needed

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Support Center Certification Award

• Once approved to receive HDI Certified Support
  Center status, HDI provides the client with
  award materials and certificates.
• Awards provided to HDI Certified Support Centers
  
• Congratulations letter from from Ron Muns, HDIs
  Founder and CEO
• HDI SCC certificate
• HDI SCC award plaque

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Promotion Publicity

• A key benefit of attaining Support Center
  Certification is the recognition and reward a
  support center organization (and its company)
  receives as a result of achieving this
  prestigious certification.
• Promotion and publicity opportunities
• Use of the HDI SCC logo for web site, business
  cards, company signage, apparel, etc.
• Joint press release
• Company logo and description listed on HDI web
  site under HDI Certified Support Centers
• HDI-written case study
• Article in HDIs member magazine, SupportWorld
  and other editorial opportunities
• Recognition at HDI national events and local
  meetings

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The Re-certification Process

• Initial HDI Support Center Certification is
  effective for two years.
• Maintaining HDI Certified Support Center status
  demonstrates commitment to ...
• the program and its standards
• a pledge to best practices, quality operations
  and performance
• achieving on-going customer satisfaction
• a continuing positive work environment for
  employees.
• A certification subscription is available to
  extend certification status for an additional
  five years through yearly mini-audits.

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HDI Certified Support Centers

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Become HDI Support Center Certified!

• For more information on how to achieve Support
  Center Certification, visit the Optimal Support
  web site at www.optimalsupport.com, or contact
  Paul Dooley at [phone].

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Help Desk Institutes Support Center Certification
Optimal Supporta Division of Optimal
Connections, LLC