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McKesson Charlotte Product Group Earns Prestigious Support Center Practices Certification
McKesson announced that its Charlotte Product Group Support Organization has achieved certification for the second year under the prestigious Support Center Practices (SCP) Certification program.
McKesson achieved certification after an extensive audit of their Charlotte, NC support center.
SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.
According to Tom Aikens (GM/VP): Being able to describe the Charlotte Product Group, and all of MIS as QUALITY Focused and WORLD CLASS from all of our support approaches is very valuable.
McKesson achieved certification after an extensive audit of their Charlotte, NC support center.
SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.
According to Tom Aikens (GM/VP): Being able to describe the Charlotte Product Group, and all of MIS as QUALITY Focused and WORLD CLASS from all of our support approaches is very valuable.
Our customers, prospects, and even our competitors look at us in a better light as a result of this process. Timely, accurate assistance is vital when you are dealing with people’s lives. The CPG Team has done a FANTASTIC JOB. I could not be prouder of their progress and success.
This is an accomplishment for two reasons according to Walter Reid (VP). First of all, we all know McKesson is comprised of multiple business units, which mostly came from acquisitions. Each business unit has their own way of doing things. Once all the support centers are certified, it will provide a consistent approach to providing and measuring support across all business units. This will make it easier for customers to do business with us and improve customer satisfaction as a result. Secondly, I believe our customers understand the importance of having an outside organization (in their case, JCAHO) review and certify an operation. Having an objective comparison of your operation to the industry's best practices shows where you need to improve. Only by measuring and monitoring can you improve and SCP is our industry's equivalent of their JCAHO inspection.
By passing the rigorous requirements necessary to achieve SCP Certification, McKesson Charlotte Product Group has made it clear they are committed to delivering world- class support to their customers, said Gordy Stauffer, SCP Auditor. During the SCP Certification audit, McKesson Charlotte Product Group demonstrated a clear commitment to customer satisfaction and continuous improvement.
McKesson joins the ranks of other technology companies that have achieved the prestigious and sought-after SCP Certification, including Lawson Software, Lockheed Martin Incorporated, PeopleSoft Incorporated, Mentor Graphics Corporation, CompuCom Systems, Inc., Network Appliance Incorporated, Rockwell Automation, and Xerox Corporation among others. Currently over two hundred technology support organizations around the world participate in the SCP program.
SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies, said Bill Rose, founder and executive director of the Service & Support Professionals Association (SSPA). Companies can be proud to be placed among the industry leaders in service excellence through their attainment of SCP Certification.
This is an accomplishment for two reasons according to Walter Reid (VP). First of all, we all know McKesson is comprised of multiple business units, which mostly came from acquisitions. Each business unit has their own way of doing things. Once all the support centers are certified, it will provide a consistent approach to providing and measuring support across all business units. This will make it easier for customers to do business with us and improve customer satisfaction as a result. Secondly, I believe our customers understand the importance of having an outside organization (in their case, JCAHO) review and certify an operation. Having an objective comparison of your operation to the industry's best practices shows where you need to improve. Only by measuring and monitoring can you improve and SCP is our industry's equivalent of their JCAHO inspection.
By passing the rigorous requirements necessary to achieve SCP Certification, McKesson Charlotte Product Group has made it clear they are committed to delivering world- class support to their customers, said Gordy Stauffer, SCP Auditor. During the SCP Certification audit, McKesson Charlotte Product Group demonstrated a clear commitment to customer satisfaction and continuous improvement.
McKesson joins the ranks of other technology companies that have achieved the prestigious and sought-after SCP Certification, including Lawson Software, Lockheed Martin Incorporated, PeopleSoft Incorporated, Mentor Graphics Corporation, CompuCom Systems, Inc., Network Appliance Incorporated, Rockwell Automation, and Xerox Corporation among others. Currently over two hundred technology support organizations around the world participate in the SCP program.
SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies, said Bill Rose, founder and executive director of the Service & Support Professionals Association (SSPA). Companies can be proud to be placed among the industry leaders in service excellence through their attainment of SCP Certification.
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