Last week I had the privilege of attending the Technology Services Industry Association’s (TSIA) Technology Services World (TSW). The conference was an opportunity to connect with associates in the services business, collaborate with colleagues, and explore new ideas. In my previous post entitled “Rethinking Customer Support,” I discussed the new book entitled “Consumption Economics.” The concepts from this book provided the central theme for the conference with many of the sessions discussing various aspects of the book’s “New Rules of Tech.” The week was definitely fruitful.
One of the conference highlights for me was the awards luncheon where EMC Global Services was honored with three STAR awards:
- Overall Excellence in Field Services Delivery
- Overall Operational Excellence in Technology Professional Services
- Overall Operational Excellence in Education Services
EMC also earned its third TSIA Hall of Fame Lifetime Achievement Award in recognition of surpassing 15 individual STAR Awards (our total is now 16). EMC is one of only three companies to achieve this level of recognition.
Why are these awards important? The application process for the STAR Awards is stringent and quite competitive. The process requires us to take a look at specific aspects of our support business in detail. While we do this every day with our own criteria and metrics, we welcome this opportunity to map our capabilities against TSIA’s criteria and to be benchmarked against our peers. Investing this time to analyze our processes and capabilities in detail is another step we can take to help us ensure that we are continually innovating and improving service for our customers.
I also believe there is value in asking our team around the world to pause and celebrate their hard work. Because I lead EMC Global Customer Support, the award for “Overall Excellence in Field Services Delivery” was the one I prized the most. I’ve found the EMC support staff to be somewhat humble while measuring themselves against extremely high expectations. So to this very dedicated team, I would like to say thank you and well done!
Visit TSIA’s Award Page to see other winners and a photo of EMC employees accepting the awards on behalf of EMC Global Services.