Assessments and HDI SCC Audits performed by
Optimal Connections, LLC
Paul M. Dooley, Optimal Connections
principal consultant, has performed a number of IT/support center
assessments and HDI SCC projects since the company’s founding
in 2002. Notable engagements include:
Support Center Assessments
Global Support Center Assessment – 2005-2006.
a leading provide of ERP and supply chain software to manufacturers
world-wide, selected Optimal Connections to performed Support Center
Assessments prior to engaging in the HDI Support Center
Certification program. Optimal Connections conducted Support Center
Assessments for eight major QAD support centers around the world,
resulting in specific roadmaps for each to prepare for eventual HDI
Support Center Certification audit. All eight centers accomplished
HDI SCC re-certification again in 2006!
Customer Support Center Assessment - 2007.
ARI Network Services, Inc., a leading provider of electronic parts
catalogs and related technology and services, chose Optimal
Connection's Support Center Assessment Services for a professional
assessment of their support center operations. A comprehensive
on-site assessment was performed, resulting in a comprehensive
report and presentation. Specific recommendations were delivered
pertaining to a number of operations, resulting in a detailed
roadmap for support center improvement and optimization.
New York Life
NYC Support Center Assessment - 2009.
in 1845 and headquartered in New York City, New York Life Insurance
Company is a Fortune 100 company and the oldest and one of the
largest mutual life insurance companies in America. New York Life
maintains operations in all 50 states, as well as Mexico and Taiwan,
through a network of more than 17,000 agents and more than 10,000
summer of 2009, New York Life engaged Optimal Connections to perform
an on-site assessment of it central agent support center in New Your
City. A preliminary survey of support center management and staff
was conducted to prepare for the visit, and the visit was conducted
on-site for a period of 3 days. Interviews were performed,
observations made, and support documentation was examined. A
completed report of findings and recommendations was delivered,
along with a prioritized list of potential support center
improvements. The customer immediate began implementing some
improvements, especially in the area of scheduling and optimizing
the use of resources. Costs have been reduced, and performance has
Support Center Assessment – 2009.
City Enterprises, Inc is a NYSE-listed national real estate company
with $10.5 billion* in total assets. The Company is principally
engaged in the ownership, development, management and acquisition of
commercial and residential real estate and land throughout the
United States. Founded in 1920 and based in Cleveland, Ohio, Forest
City’s diverse portfolio includes hundreds of premier properties
located throughout the United States.
principal consultant, Paul M. Dooley, was engaged by HDI to do a
professional 3rd party assessment of their internal IT
support center, located in Cleveland at their corporate
headquarters. Of particular focus was their central help desk,
serving corporate customers and field operations. An on-site
assessment was conducted in Nov. of 2009, consisting of interviews,
observations, and a review of documentation. A detailed report was
provided to the CIO and top IT management, outlining gaps and
opportunities for improvement. A number of improvements to support
center operations have already been made, improving the call handing
process, building teamwork, and streamlining operations.
Assessment of primary IT Support Center - 2010. Yahoo! Is a leading
web portal, famous world-wide for its email services, financial web
services, and other means of connecting people through the web. HDI
engages Paul M. Dooley, our lead consultant, to conduct a support
center maturity assessment at Yahoo’s corporate center in Santa
Clara in 2010. A preliminary survey was conducted to prepare for
the on-site assessment. The assessment was performed on-site from
July 19-23rd, 2010, and afterwards a comprehesive4 report
was compiled for Yahoo’s support center management.
A presentation was also
delivered to Yahoo’s management over the web, explaining details in
the report, and providing guidance on how to fashion a ‘roadmap’ for
improvement. Yahoo! has implemented numerous recommendations,
streamlining processes, and improving effectiveness and efficiency
in their Global Service Desk operations.
IT Support Center Assessment – Dec 2010. Waste Management
partners with customers and communities to manage and reduce waste
from collection to disposal while recovering valuable resources and
creating clean, renewable energy. Waste Management, Inc. is a
holding company and all operations are conducted by its
subsidiaries. Subsidiaries provide collection, transfer, recycling,
and disposal services. With 45,000 employees committed to
Environmental Performance, WM serves over 20 million residential,
industrial, municipal and commercial customers.
Optimal Connections’ lead consultant, Paul M.
Dooley, was contracted by HDI to perform a support center assessment
of Waste Management’s internal IT support center. The assessment
was conducted on-site in Nov-Dec 0f 2010, spanning a period of 5
days. A detailed report of findings and recommendations, along with
a presentation, was delivered to Waste Management IT management. A
number of improvements were implemented, resulting in improved
performance, lower operational costs, and improved effectiveness.
WASP Barcode Technologies
Customer Support Center Assessment, Dec 2010.
manufactures barcode software and solutions. Solutions include
barcode scanners, barcode printers, inventory software, asset
tracking, time and attendance systems, Point of Sale (POS) Systems
and a range of barcode labels and barcode accessories. For over 13
years, Wasp has developed a loyal base of 250,000 customers in
manufacturing, warehousing & distribution, retail, government,
education as well as healthcare services.
was engaged by WASP Barcode Technologies to do an assessment of
their externally facing customer support center, and supporting
technology and groups. A survey, along with an on-site assessment,
was performed in December of 2010. A detailed report and
presentation was delivered to the management team, along with a
‘roadmap’ for improvements. The management team has implemented
many of these improvements in service and support, resulting in
lower costs, higher efficiency and greater customer satisfaction.
Assessment of IT support center, 2011.
products are used by
everyone from pilots, astronauts, and 911 emergency workers to 100%
of the Fortune 100. From friends conversing across the globe, to
mobile professionals doing business on the road, to contact centers
and executive offices, Plantronics is the choice for everyone united
by digital technology and the human need to communicate.
early 2011 on behalf of HDI, Paul M. Dooley, Optimal Connections
principal consultant, performed a support center assessment of
Plantronics central support center in Santa Cruz, California.
Interviews, observations, and support documentation were examined
over the course of several days on site. A detailed report was
prepared and delivered to Plantronics IT management, and according
to recent reports from key contacts, many improvements have already
Self Regional Health Care
Support center assessment, May 2011.
Self Regional is a major referral and medical center providing
advanced healthcare services to a population of more than a quarter
of a million people in the Lakelands region of upstate South
Carolina. The organization wanted a professional, 3rd
party assessment of its central help desk and supporting resources
Paul, our principal consultant, performed a pre-site survey to
gather necessary planning information, and the on-site assessment
was conducted on May 3-5, 2011. Interviews, observations, and an
examination of support documentation was performed. A detailed
report was delivered, resulting in the client developing a ‘roadmap’
for improvement. Optimal Connections was also retained for a period
of months following the assessment to provide more specific guidance
during execution of the improvement plan.
HDI Support Center Certifications
Optimal Connections principal consultant, Paul M. Dooley,
has acted as the HDI Auditor in conducting the support center audit
for the following organizations:
Certified 2003, 2005, 2007, 2009, and most recently in 2011.
The Intergraph Solutions Center focuses
on providing services that enable clients to make the right
decisions at the right time using the right information.
Organizations need total IT support, whether it’s to support custom
systems, consolidate support from multiple vendors, or augment their
own staff. Intergraph Solution Center provides total hardware,
networking, operating system, and applications support. At
Intergraph, they recognize that each customer’s needs are different,
and they satisfy those needs through a customer-centric approach.
Paul M. Dooley acted as Auditor for Intergraph in 2009, and more
recently in 2011.
Certified 2007; Re-certified in 2009.
has just completed it's 4th HDI audit of its central support
operations, located in Darhan Saudi Arabia. Paul M. Dooley, HDI
Auditor, completed the 3 day on site audit in October of 2009, with
HDI SCC certification results to be announced later this month.
Saudi Aramco's operations span the globe and the energy industry. As
a company, it oversees the largest conventional reserves of crude
oil, is the world’s largest producer and exporter of crude oil and
leads the world in exporting natural gas liquids.
T-Systems North America
Certified 2003; Recertified Sept 2007.
T Systems North America, a regional division of
T-Systems, is a worldwide operating
provider. T-Systems NA is wholly owned by
Deutsche Telekom AG
and operates throughout the Americas with headquarters in Auburn
Hills, MI. T-Systems completed HDI SCC recertification in Sept 2007,
with Paul M. Dooley as HDI Auditor. As Deutsche Telekom's business
customer brand, T-Systems is the perfect expression of one of
Europe’s leading ICT providers – its employees, its services and its
aim to serve as "enabler" for its customers.
SABIC - Saudi Basic Industries Corporation
Certified May 2007, recertified in 2011.
SABIC is the Saudi Basic Industries Corporation, one of the world’s
leading manufacturers of chemicals, fertilizers, plastics and
metals. SABIC supplies these materials to other companies, who use
them to make the products on which the world has come to depend.
SABIC selected Paul M. Dooley as their HDI SCC Auditor early in
2007, as they began finalizing work on preparations for the SCC
audit. Paul conducted the on-site SCC Audit in Al-Jubail, Saudi
Arabia, with HDI certification being awarded May 11, 2007. Paul also
conducted the SCC re-certification audit in 2011. Congratulations
to the SABIC support team!
National Help Desk, Customs & Border Protection
The National Help Desk (TSC) is the single point of contact for
reporting systems problems for the Bureau of Customs and Border
Protection (CBP), Department of Homeland Security, world-wide. As
well as deploying and maintaining PC, wireless, and non-intrusive
technology, the NHD provides 7 x 24 hour support to all Customs and
Border Protection Agents, through service desk, desk-side, field
support, and training services.
The National Help Desk support center manager was a student in one
of Paul’s SCM classes, and recommended that the National Help Desk
plan and prepare to achieve HDI’s SCC award. Paul acted as the
auditor, and the support center achieve HDI certification in 2006.
QAD Global Support Center
Certified in 2004, re-certified in 2006.
QAD delivers enterprise software solutions around the world,
providing support to customers in over 80 countries. Since customers
rely on the software to run their business, it’s vital that QAD
provide consistent, high quality support to their customers –
wherever and whenever needed. To meet this challenge, QAD engaged
the HDI Support Center Certification program in 2004 to assess and
certify eight major support center around the world. All centers
were re-audited and certified in 2006. Paul Dooley, our Principal
Consultant, acted as Auditor in both instances.
Marine Corps MCTSSA Support Center
Certified 2004. Re-certified 2006, 2008 and 2010.
The MCTSSA C4I Support Center completed HDI Support Center
Certification this December.
A subordinate command of the Marine Corps System Command, Quantico,
VA, the center provides technical support to Marine Corps Program
Managers in acquiring, developing, testing, fielding, and
maintaining C4ISR systems, in addition to delivering technical
support to Marine Corps Operating Forces.
Paul conducted in the initial audit in 2004, and has been the HDI
SCC Auditor for the Marine Corps support center ever since.