First and foremost, for SCP to work, you have to identify where your organization needs help. Service Strategies provided the gap analysis and the SCP books (yes, that's right books) to start the ball rolling. Once Mainz knew where the improvements needed to be made he implemented them.
"Basically, it was really a mirror that was shoved up in everyone's face everyday about how you were performing and, when that happens, you start getting better," said Stephens.
Since SCP is a best practices methodology, part of being certified means helping others in undertaking the program. Mainz, for example, received advice from his peers at other companies on how to handle the sensitive issue of change the way he paid his CSR's bonuses.
Now that the hard part is over and Wind River is SCP certified, Mainz can see results. His customer satisfaction ratings are way up, the company has been able to come up with a new premium support and services package that is selling well and he didn't loose any CSRs in the process.
He also has a continuously evolving methodology (SCP version 2007 is due out soon) to make sure his organization doesn't back slide once he moves on to new projects.
"Support is a competitive differentiator and we have a competitive differentiated support organization here now at Wind River where we didn't before," said Mainz. "And people are buying our technology and are engaging with us because of our support."