Friday, April 07, 2006

The COPC-2000 Standard

The COPC-2000 Standard provides a clear and methodical framework for improving performance in service centers. Full COPC Certification status requires meeting all 32 areas of the COPC-2000 Standard and completion of an annual re-certification audit. These 32 items address corporate leadership, operational performance, key internal processes, and effective human resource systems.The COPC-2000 Standard was developed in 1996 by Microsoft, Novell, Dell, Compaq, American Express, L.L. Bean, and other customer-focused companies that wanted to establish standard levels of service quality provided to customers by third-party customer service organizations. Support for the Standard has expanded to include many leading companies such as Adobe, Baxter Healthcare Corporation, Blue Cross Blue Shield of Michigan, Blue Cross & Blue Shield of Western New York, Filemaker, Epson, and Netscape.

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