Newsroom

22 Oct 2002

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COPC Launches Pilot Programs for Vendor Management Organization (VMO)

ContactCenterWorld.com

Amherst, NY (October 22, 2002) - Customer Operations Performance Center Inc. (COPC), a performance management organization for the customer contact industry, today launched the initial implementations of the Vendor Management Organization (VMO) version of the COPC-2000 Standard. General Motors and American Express are the first to begin implementing the COPC-2000 VMO Standard, which covers the outcomes, processes and results areas outsourcing management teams need to deliver consistently high performance from their outsourcing initiatives.

The COPC-2000 VMO Standard helps companies improve results from their outsourcing initiatives by using a consistent set of management practices and measurements for all VMO-related activities. Use of the VMO Standard improves the performance of VMO organizations, because they avoid common pitfalls encountered when managing vendors and have enhanced tools and capabilities to improve the operational performance of third party Customer Service Providers (CSPs).

"COPC welcomes both American Express and General Motors as among the first firms to use the COPC-2000 VMO Standard program," said COPC's Chairman, Cliff Moore. "The VMO Standard incorporates the best practices and measurement areas that drive high performance of the outsourcing teams and the vendors they use. The VMO Standard was developed based on input from major buyers and providers of services including Microsoft, Levi Strauss & Co., General Motors, American Express and Convergys. Using the VMO Standard will improve the end-user experience, while also improving operational performance and efficiency in the supply chain from the buyers through to the third-party providers."

"The COPC-2000 VMO Standard will strengthen the management practices and performance of outsourcing efforts," said Alton Martin, CEO of COPC Inc. "COPC is drawing on its years of experience and knowledge of the outsourcing industry to provide buyers with the necessary tools to improve the performance of the entire supply chain."