Alstom Grid obtains Service Capability and Performance certification

May 19, 2011 - Alstom Grid announced today that its Redmond, WA (USA) unit has achieved certification under the prestigious Service Capability & Performance Standard (SCP). Its Redmond Support Team attained certification after an extensive audit of their support centre. SCP Standards quantify the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry in the US.

SCP standards include foundation criteria such as planning and strategy, customer feedback, financial management, employee development, and total quality management including service delivery processes, performance metrics, tools and technologies, research and development interface, and sales and services interface.

Alstom Grid joins over two hundred organizations in more than twenty-five countries around the world that use SCP Standards to improve their business operations. These companies include industry leaders such as Lockheed Martin Corporation, McKesson Corporation, Network Appliance Incorporated, Rockwell Automation, Nokia, Sage Software, EMC and the Xerox Corporation.

By passing the rigorous requirements necessary to achieve SCP Certification, Alstom Grid has made it clear they are committed to delivering world-class support /service¹ to their customers said Gordy Stauffer, SCP Auditor.

Our ambition is to be the global reference in energy transmission and distribution. We want to be a trusted partner among our utility customers whose needs for a reliable, stable and environmentally-friendly electrical grid are rapidly changing to demands for Smart Grids. The SCP certification demonstrates our commitment to respond to these changeskeeping customer satisfaction top priority by delivering best-inclass grid management solutions and support services worldwide. said Karim El-Naggar, Vice-President, Network Management Solutions at Alstom Grid.

SCP was created by a consortium of leading technology companies, along with the Association for Services Management International and Service Strategies Corporation, to define best practices for delivering worldclass technology service and support, quantify performance levels and establishes a foundation to build on existing quality processes.

^{1 Cited in the audit report was Alstom Grids exceptional deployment of various customer-support processes: balanced scorecard for setting and tracking organizational goals and objectives, Technical Account Management (TAM) for collecting and acting upon direct customer feedback, financial reporting and controls, overall focus on quality initiatives, and interactive electronic support services such as the Community Forum.} 

About Service Strategies Corporation

Headquartered in San Diego, CA. Service Strategies Corporation advances service excellence for qualityminded organizations by providing industry standards, strategic advisory services and career development solutions that ensure delivery of consistent, high-quality service and support. Service Strategies applies a proven benchmark process to its standards programs that measure and drive effectiveness for continuous service improvement. In addition, the companys tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness. The worlds leading service and support providers use Service Strategies Service Capability & Performance (SCP) Standards as a roadmap for service excellence. For more information, visit www.servicestrategies.com, call toll free 800.552.3058, or email info@servicestrategies.com 

About Alstom

Alstom is a global leader in the world of power generation, power transmission and rail infrastructure and sets the benchmark for innovative and environmentally friendly technologies. Alstom builds the fastest train and the highest capacity automated metro in the world. It provides turnkey integrated power plant solutions and associated services for a wide variety of energy sources, including hydro, nuclear, gas, coal and wind, and it offers a wide range of solutions for power transmission, with a focus on smart grids. The Group employs 93,000 people in more than 70 countries, and had sales of over 23 billion* in 2009/10. (*Pro forma figures)

Alstom Grid, the newest sector of Alstom, has over 100 years of expertise in electrical grids. Whether for utilities or electro-intensive industries or facilitating the trading of energy, Alstom Grid brings power to their customers projects. Alstom Grid ranks among the top 3 in electrical transmission sector with a sales turnover of approximately 3.5 billion in 2009. It has 20,000 employees and over 90 manufacturing and engineering sites worldwide. Its four main business areas are Products, Systems, Automation and Service.

At the heart of the development of Smart Grid, Alstom Grid offers products, services and integrated energy management solutions across the full energy value chainfrom power generation, through transmission and distribution grids and to the large end user.

Press Contacts

Emmanuelle Helleux - +33 (0)1 49 01 70 87 Emmanuelle.helleux@alstom.com

Tim Brown (U.S. Communications) - Tel. +1 860 713 9530 timothy.s.brown@power.alstom.com

Gayle Wooster (Alstom Grid Communications, NAM) Tel. +1 425 466 6399 gayle.wooster@alstom.com

Websites www.alstom.com/grid, www.alstom.com/grid/smartgrid, www.alstom.com/us