Herb Williams-Dalgart, senior director of certification and performance improvement at J.D. Power, spoke with CUSTOMER magazine to help us understand the benefits and challenges organizations might face when pursuing a certification program. For certification programs to be successful they should enable organizations to build and support a culture of excellence, highlight performance efforts, and ensure key standards are consistently met.In this white paper, Herb outlines the main elements of a great certification program, reasons not to pursue a certification and the pitfalls of being unprepared prior to the process.
