When your firm's mantra is the successful flow of information, having a technical staff well versed in the latest standards and practices can be a difference-maker.
For UK-based Newman Business Solutions, this is achieved through an employee development program built around recognized industry certifications, including offerings from CompTIA and Microsoft.
Something for All Experience Levels
Service Director Jeremy McCarthy, who shepherded his first team of MFP technicians through CompTIA PDI+ certification in 2009, said such credentials are a valuable tool for both employer and employee, regardless of experience.
"With incoming technicians, it enables (management) to benchmark for initial assessment and to set as goals for them to achieve within a given time frame," he said. "With more established engineers, it again serves as a benchmark and also opens their eyes to what knowledge is required in today's modern service environment."
McCarthy said the detailed certification process often resulted in an added "aha" moment for IT veterans.
"Many established engineers acted on instinct and experience and sometimes failed to really understand why they did what they did to resolve an issue," he said.
McCarthy said some employees who felt they already knew it all before the program were proven wrong when they failed pre-assessment.
Quality of Service Controls Costs
With more than a quarter-century handling information production and flow through IT strategy, printers, copiers and other multi-function devices, the East Sussex firm has a wide-ranging support organization.
"We have always been focused on quality of service and along with providing good service, " McCarthy said. "We believe you ultimately control costs as machines are kept in good condition. The program towards certification meant we refocused on the technical approach of the engineers and ultimately the quality of the service they provided."
The upward trend of first-time fix rates should benefit Newman's profit margins for years to come, McCarthy said.
Rethinkg How Things Are Done
Since CompTIA PDI+ certification, which covers installation and maintenance of printers, scanners, copiers and other business devices, Newman has revamped its deployment policies.
Previously, key engineers would be funneled toward the more challenging network installations and print and scanning technologies, according to McCarthy.
"This program made us re-think this and now all of the engineers are confident to connect any device to any network," he said. "The obvious benefit is greater customer satisfaction as the majority of calls, whatever they may be, can be dealt with on the first visit."
Gary Snashfold, a service supervisor with 24 years of experience at Newman, oversees a team of field engineers and service and installation issues.
Snashfold said despite his many years of experience, his CompTIA PDI+ certification "assisted me in my logical fault-finding process."
"It served as a great reminder of what I did in the early days when I was developing my skills," he said.
Snashfold credits his participation in certification programs for ramping up his desire to not only maintain his understanding of evolving networkable devices, but share that wisdom with his team members.
As McCarthy noted, their industry is one of constant change.
"Today's equipment is far more reliable than that of even three or four years ago," he said.
In this ever-shifting landscape, a flexible and knowledgeable workforce can be the difference between success and failure.
With certifications at the ready, Newman is well-equipped.
