Fuji Xerox Asia Pacific Pte Ltd. announced it had received in March the prestigious Service Capability & Performance certification (SCP) for both Support and eService Standards. SCP is a mark of service excellence and defines international best practice by quantifying the effectiveness of an organization’s technical and online support.
The certification was achieved after an extensive audit of Fuji Xerox’s Technical Support Centers in Sydney and Seoul. The audit also covered the Printer Support Centre in Kuala Lumpur and the Online Support Centre in Sydney. Based on a stringent set of requirements, the certification examines 12 major criteria, featuring 100 nested elements. These include: Planning and Strategy, Quality Management, Tools and Technologies, Service Delivery, Financial Management and a host of Employee Development elements.
For the online support criteria, Ease of Navigation, Content Localization, Diagnostics, Quality Management and Security, among others, were audited. In particular, Fuji Xerox Asia Pacific was cited for excellence in translating local content, ease of navigation, strategic planning and evolving flexible support while still delivering a consistently superior experience. Developed by Service Strategies Corporation and a consortium of leading technology companies, the globally recognized SCP Standards are designed to improve the quality and effectiveness of technical service and support. It requires organizations to apply those standards to their daily operations.
“By passing the rigorous requirements necessary to achieve SCP certification, Fuji Xerox has made it clear they are committed to delivering world-class support and service to their customers,” said Derek Nash, SCP auditor. “During the SCP audit, Fuji Xerox demonstrated a clear commitment to customer satisfaction and continuous improvement.” “Achieving SCP Support re-certification has been a key milestone in the continued evolution of our regional Fuji Xerox eSupport strategy,” said Justin Russell, manager, Technical Support Centers. “The dedication and commitment to delivering exceptional quality technical support to our customers, across 11 countries within the region, has been demonstrated by this achievement.
The comprehensive criteria defined within the standards are very much aligned to our divisional values. Our vision of Customer First and Continuous Improvement drive our efforts to set the benchmarks in technical support in our industry.” In order to stay current with evolving industry trends, the 200 leading technology companies that hold the certification must undergo annual re-certification with Service Strategies. Fuji Xerox Asia Pacific recertified in 2013 with an improved score on the original assessment – which highlights an organization not simply staying with world’s best support practice, but leading it.