Schlumberger announced that Schlumberger Information Solutions (SIS) has received the Technology Services Industry Association’s (TSIA) Excellence in Service Operations certification. SIS received this prestigious certification for its global support operations in 2009 and now again in 2010.
“Receiving the TSIA Excellence in Services Operations certification for two consecutive years demonstrates the strength of our commitment to quality in our support processes and delivery,” said Tony Bowman, president, SIS. “Ensuring that our customers receive maximum value from SIS products and solutions, by delivering the highest degree of satisfaction with our support services, will continue to be a top priority.”
TSIA confirmed that SIS global operations exceeded the revised audit requirements of the TSIA Excellence in Service Operations program for 2010. SIS support quality was evaluated based on compliance with over 200 criteria and standards outlined in the TSIA Certified Technology Service and Support audit document. SIS surpassed TSIA standard requirements.
“Schlumberger’s attainment of a second TSIA Excellence in Service Operations global certification demonstrates their continuous and unwavering commitment to exceptional support for their customers,” said Joanne Weigel, senior director, TSIA. “Each engagement with Schlumberger staff and management illustrates an engaged organization continuously examining and improving the delivery of service and support.”
SIS global technical support centers underwent rigorous audits to achieve the TSIA certification. The Excellence in Service Operations program uniquely quantifies the accelerated improvements in SIS service operations since the previous certification in 2009. The 2010 audit included the addition of new non-assisted support certification criteria by TSIA, and confirms that SIS has attained a high standard in the following areas: quality metrics, delivery of operational metrics, development and career opportunity for support representatives, and global inter-departmental collaboration to efficiently support operations including service quality meetings and project readiness assessments.
The SIS commitment to drive operational efficiency was examined by comparing its technical support processes to the revised TSIA's industry best practices. In addition, the organization’s service-delivery effectiveness was measured by comparing SIS support key performance indicators (KPIs) with the TSIA industry benchmark numbers.