ROCKWELL Automation has been officially recognised for its efforts in providing technical support to the Asia Pacific region.
Following an audit in September 2003, the company's Asia Pacific Technical Support Centre (TSC) achieved the Support Centre Practices (SCP) certification. Demonstrating the attainment of high standards of post-sales customer services, the certification represents an important milestone for Rockwell Automation, in the region and globally.
SCP requires the support centre to meet a range of performance criteria to pass the accreditation audit, including performance metrics such as 'speed of response', 'direct call connection to engineers' and 'customer satisfaction'. This goes beyond standards that define the process.
The SCP achievement reflects a significant investment by Rockwell Automation into its Asia Pacific TSC. In the process, the company has created a centre of excellence and expertise, providing high quality telephone support throughout the region--from South East Asia, Australia and New Zealand to China, Korea and Japan.
The coincident achievement by the company's TSC in Brazil means that now all of the company's support operations worldwide are SCP accredited.