HDI Support Center Maturity Assessment

Benefits

• Benchmark your performance against industry standards.
• Establish a current state baseline to measure the impact of future changes.
• Gain proof of performance to use in marketing your support center.
• Obtain a third-party opinion to help overcome internal biases.
• Identify critical shortcomings in resources and processes.
• Receive guidance to help you prioritize improvement initiatives.
• Get recommendations for improvements that can provide the most value to your organization.
• For support centers pursuing certification, obtain a gap analysis to guide your preparation for the HDI Support Center Certification audit.

Process

1. Phase I: logistics planning for the onsite visit and collection of pre-assessment site and staff surveys designed to gain an understanding of your environment.
2. Phase II: onsite visit during which an HDI expert will conduct interviews of key personnel, observe the working environment, review support center tools and process documentation, and collect support center metrics.
3. Phase III: offsite analysis of the data collected and preparation of a comprehensive assessment report and presentation.
4. Phase IV: presentation of the findings and recommendations during a two-hour audio/web conference approximately two weeks after the onsite visit. The presentation may be done onsite for an additional fee.

Deliverables

• Current state findings
• Maturity rating of your support center based on the HDI Support Center Standard
• Maturity rating of your support center based on the HDI Support Center Maturity Model
• Balanced Scorecard view of your support center metrics
• Expert recommendations
• Guidance for implementing improvements

• Formal presentation of key information from the assessment report
• One year of access to the baseline maturity results based on the HDI Support Center Standard via the HDI Support Center Online Evaluation tool

Pricing and More Information

• Contact your account manager to get pricing for your support center.
• Request more information.
• Call 1.800.248.5667.

Related Services