3rd August, 2013
The HDI Support Centre Standard Certification has been developed to define industry best practices as a basis for certifying support centres.
The HDI Support Centre Standard is organized into eight categories representing five “Enablers” and three “Results”.
The “Enablers” are: (1) Leadership (2) Strategy and Policy (3) People Management (4) Resources (5) Process and Procedure. The “Results” are: (1) People Satisfaction (2) Customer Satisfaction (3) Performance Results. The “Enablers” evaluation is classified in “four Maturity Levels” as follows:
The “Results” evaluation is classified in “four Maturity Levels” as follows:
Some support centres which have taken HDI Certification are Cognizant, Lexis Nexis, Fujitsu, DISN Global Support Centre (DGSC), Aetna, CareTech Solutions, CDIT Solutions, Intergraph, Lockheed Martin, NEC, NTT Communications, SABIC.
In order to move forward in the direction of certification, we need first to conduct a self-evaluation. Then we can see what is our situation. After that we can decide the target Maturity Level and time-frame that we have. An HDI Certification is valid for a period of 02 years.
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Rajendra Khare (MD)
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