MOUNTAIN VIEW, Calif., March 18, 2013 /PRNewswire/ -- Based on its recent analysis of the calibration and repair market, Frost & Sullivan recognizes SIMCO Electronics (SIMCO) with the 2013 North America Frost & Sullivan Award for Service Leadership. The company aims to be its clients' partner for quality support in terms of managing all the devices that contribute to the quality of their operations, not just test and measurement equipment.
The company's CERDAAC software solution simplifies equipment calibration by offering high visibility and easy access to relevant information through a Web interface. Although not a computerized maintenance management system (CMMS) solution, SIMCO's software offers additional functionalities relating to calibration and repair, eliminating the need for separate databases for such functions. With SIMCO's solution, customers can manage all of their calibration service providers, including the original equipment manufacturers' (OEMs') and their own calibration laboratories or maintenance departments.
"SIMCO is entirely dedicated to the calibration and repair services market, unlike its competitors, for whom calibration and repair is an adjacent business," said Frost & Sullivan Industry Director Jessy Cavazos. "Due to its emphasis on services, SIMCO continuously engages in quality and process improvement procedures, which include a customer satisfaction survey that helps evaluate the performance of each of its laboratories."
SIMCO's laboratories are rated based on the percentage of delight ratings received by each facility. The overall operations metric (OMX) is the most important quality measure while evaluating the performance of the laboratories. SIMCO's commitment to quality is perhaps best demonstrated by its tracking of its performance against its customers' standards, as opposed to its own.
SIMCO strives to ensure that the quality, reliability and timeliness of its services exceed its customers' expectations. Turnaround time expectations vary from customer to customer, depending on their industry sector, geographic location and the nature of service. SIMCO focuses on meeting the expectations predefined by the customer.
SIMCO also adheres to a strict timetable for resolving customer complaints. Its broad geographic coverage and the expertise of its personnel enhance its capability to deliver its services in a timely manner. It generally employs people who have between 10 and 30 years of military experience and ensures that the productivity of its employees almost double within their first two years of employment.
"Considering the high quality of its services, SIMCO's services are reasonably priced," noted Cavazos. "The company provides a one-stop shop to customers, offering calibration and repair services for a variety of equipment that enable customers to produce quality products."
SIMCO has calibrated more than 5.4 million instruments and presently conducts more than 300,000 calibrations and 20,000 repairs every year. Its service technicians perform more than 2,000 calibrations in a year. Such performance is enabled by the tight integration of its processes, helping it achieve high productivity without sacrificing quality.
The company strives to further enhance its value through a proactive approach and develops strategic action plans (STRAPs) to improve its strategic fit with market requirements. These quality initiatives enable the company to better position itself in its target markets to meet clients' emerging needs.
"The company's customer renewal rate of approximately 95 percent for the past four years is a testament to the value it provides to customers," remarked Cavazos. "Customer testimonials highlight the knowledge, timeliness, responsiveness, proficiency and friendliness of the company's personnel."
Each year, Frost & Sullivan presents this award to the company that demonstrates tremendous responsiveness to customer needs and continually focuses on long- and short-term customer profitability goals. In addition, it demonstrates flexibility in tailoring its product offerings to suit customer businesses.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
About SIMCO Electronics
SIMCO Electronics is North America's largest independent provider of calibration and repair services and software. Celebrating its 50th year of service, SIMCO was founded in Northern California in 1962, with a dedication to customer service and commitment to technical superiority. Today, SIMCO offers a worldwide network of laboratories and international field service teams, serving thousands of customers in more than 40 countries. In addition to its technical services, SIMCO offers a full suite of validated calibration and maintenance management software that is offered as a service (CERDAAC).
SIMCO Electronics has been certified to comply with ISO 9001:2008 by DEKRA Certification, Inc. SIMCO's laboratories are accredited to ISO / IEC 17025:2005 by A2LA. Several SIMCO laboratories are further accredited to ANSI/NCSLI Z540.3-2006 by A2LA. SIMCO's CERDAAC offering is validated to comply with all applicable parts of FDA 21 CFR Parts 11 and 802 as well as ISO 13485:2003.
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SOURCE Frost & Sullivan