J.D. Power to Bestow IT Service...
Computerworld -

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J.B. Wood, CEO of the San Diego-based SSPA ![]()
The SSPA is creating the certification criteria with J.D. Power's help and expects to finalize them by August. The first certifications may be awarded as soon as late September. Only companies that meet 80% or more of the criteria will get certified, and the evaluation process will involve customer surveys and on-site audits of a company's service and support centers. If a vendor uses outsourcers in the U.S. or abroad, at least one of every external partner's help centers will be visited and judged by J.D. Power auditors. The help desk sites to be audited will be chosen at random by J.D. Power. Wood believes CIOs will use the J.D. Power certifications as part of their product evaluations. "You can demo a product before you buy it, but you can't demo service and support," he says. Now, maybe, you can.
Forget about tiered service models...
...in the future. Today, when most users call a vendor with a product problem, they start at the bottom tier of the service and support structure -- automated self-service systems or, at best, a barely minimum-wage wannabe techie reading scripts off a computer screen. To solve a complex problem, you typically have to wade through layers
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