CIMdata PLM Industry Summary Online Archive
7 June 2012
Company News
EMC Honored with Three TSIA STAR Awards for Global Services Excellence and Innovation
EMC Corporation today announced it has been named the winner of three Spring 2012 Technology Services Industry Association (TSIA) STAR Awards for Professional Services Excellence in Enabling Customer Success, Innovation in Professional Services, and Excellence in Use of Metrics and Business Intelligence. The STAR Awards recognize technology companies that display exceptional leadership, innovation, and commitment in developing and implementing best practices. With 19 total STAR awards to date, EMC holds Elite Status within the TSIA Hall of Fame for Lifetime Achievement. The awards were announced in May at the Technology Services World (TSW) 2012 Best Practices conference in Santa Clara, California.
Award Highlights:
- Professional Services Excellence in Enabling Customer Success—For the second year in a row, EMC is the winner of this award, which recognizes EMC's Global Services commitment to the Total Customer Experience. This customer-centric model drives greater customer satisfaction and loyalty that continues to surpass industry benchmarks. These customer satisfaction metrics feed into a closed-loop process, which EMC uses to continually improve the Total Customer Experience.
- Innovation in Professional Services—This award recognizes EMC's continued investments in its patented EMC Dynamic Generator for Engagements (EDGE), an application leveraging EMC Documentum® enterprise content management solutions. EDGE provides standardization and automation for scoping engagements, generating comprehensive Statements of Work, Level of Efforts, and Basis of Estimates. Through EMC's Total Customer Experience initiative, EDGE has delivered significant improvements to customer satisfaction while providing increased business productivity.
- Excellence in Use of Metrics and Business Intelligence—Winning this award for the third consecutive year, EMC Customer Support Services' continued expansion of its data analytics program helps further its commitment to improving the customer's experience. Core metrics and measurements evaluate the service experience entirely from the customer's perspective across the service request lifecycle. The data is then used to support and drive critical business decisions and innovations that allow EMC to focus its efforts on areas of the business that have the greatest customer impact. EMC's commitments to data transparency and training, along with the strong executive support for the program, were recognized by TSIA as best practices.
Companies seeking the STAR Award undergo a rigorous evaluation process, with the winners selected by TSIA's service discipline advisory board members. Since its inception in 1990, the STAR Awards have become one of the highest honors in the technology services industry, acknowledging the contribution of companies of all sizes to the continual improvement of technology services delivery industry-wide. For information on the STAR Awards, go to www.tsia.com/awards_and_certifications/star_awards.html.
About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. www.tsia.com.
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