Press Release

Press Information

FOR IMMEDIATE RELEASE
27 Jan 2003

General Motors and American Express Complete COPC Pilot Programs for VMO Version of COPC-2000® Standard

Amherst, NY (January 27, 2003) — Customer Operations Performance Center Inc. (COPC), the leading performance management organization for the customer contact industry, today announced General Motors and American Express have successfully completed Baseline Assessments of the Vendor Management Organization (VMO) version of the COPC-2000® Standard. General Motors and American Express were 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 General Motors Customer and Relationship Services Group (CARS) has completed the initial assessment and is committed to earning the COPC-2000 VMO Standard Certification. The General Motors CARS Group has adopted the VMO Standard as a management system for it’s supplier base, which helps improve results of 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).

"Our goal is to achieve the highest level of customer service available," said Julie Heisel, general director, Customer and Relationship Services Group, General Motors. "General Motors' commitment to earning the VMO Standard Certification further demonstrates our dedication to improving the customer experience while simultaneously supporting our dealers to deliver best- in-class service to our customers and prospective customers. Being customer focused at all levels, from product design to servicing purchased vehicles, supports GM's global initiatives to exceed customers' expectations."

The COPC-2000 VMO Standard directly addresses the needs of firms who use third-party suppliers by providing a consistent structure for key processes and measurement areas. The COPC-2000 VMO Standard drives proactive management of the supplier base, lowers outsourcing management costs and improves internal client satisfaction. The COPC-2000 VMO Standard equips outsourcing management teams with key management tools including supplier assessment methodology and measurement reporting.

For additional information, please email to info@copc.com.