Honeywell Integrated Security YOUR PARTNER OF CHOICE Dealer Service Certification Program
Dealer Support and Service Honeywell has developed a program to enhance the quality of support and services delivered to end users from our dealers. Our Dealer Service Certification program recognizes the investments that our dealers make in servicing our products for end users. We have developed the Dealer Service Certification program because we know that successful dealers deliver high quality service to their customers, improve customer satisfaction and build customer loyalty. By emphasizing great service these dealers differentiate themselves from the competition, while creating value that customers are looking for. We believe dealers who make the investment and effort to deliver quality service deserve recognition for their efforts.
Overview of the Dealer Service Certification Program The Honeywell Integrated Security Dealer Service Certification (DSC) program is setting a new standard in the security industry. The program assures a consistently high level of dealer support and service to our end users. It also recognizes and rewards our dealers substantial investments in servicing and supporting Honeywell security systems. Honeywell recognizes that our most successful dealers deliver the very highest level of quality service to their customers. The DSC program sustains and enhances this level of service and provides several benefits that clearly distinguish a dealer s service level and portfolio from those of the competition. Enrollment To apply for the DSC program, the applicant must be an existing Pro-Watch dealer in good standing. If the applicant qualifies, he/she should complete the self-assessment form included with this brochure. If the minimum point requirement is met, e-mail or fax the completed self-assessment form to: Honeywell Integrated Security 135 West Forest Hill Ave Oak Creek, WI 53154 Attn: Holly Tuinstra Fax: 414-766-1795 E-mail: holly.tuinstra@honeywell.com For information regarding the DSC program contact: 866-455-DSCP (3727) or visit www.honeywellintegrated.com/support/services/dealer/index.html Honeywell Integrated Security will respond within 30 days. If the self-assessment meets the minimum requirements, the dealer will be contacted to set up an on-site audit date. If the minimum requirements are not met, the dealer will receive written notification of the deficiencies and the corrective actions that must be taken to qualify for certification. If certification is not attained, the dealer may reapply after six months of sustained improvement.
Qualifying Criteria The standards of service are composed of seven key service elements that are essential to providing quality service: Honeywell Product Training Microsoft Certifications Project Management Customer Satisfaction Software Support Agreement (SSA) Retention Test Facility CAD Capabilities Objectives Establishment of clearly defined roles and responsibilities for dealers and Honeywell Investment by dealers and Honeywell in their resources and infrastructure Satisfaction of rigorous service criteria to attain service certification Measurement of dealer and Honeywell performance Management of the program to assure quality is maintained Eligibility Eligibility is subject to a review by Honeywell Integrated Security and includes: Acceptable financial standing with Honeywell At least two years of active engagement in the security industry A target of at least 60% of installed systems covered by a Software Support Agreement (SSA) Training criteria maintained as outlined in this program Successful installation of at least three Pro-Watch projects Installation of at least five new Pro-Watch projects per year for new customers or new facility expansion for existing customers, including a new server license Compliance with the application process for certification Time Period Certification is one year from certification approval date and ends on the anniversary date; thus, annual re-certification is required. There will be no grandfathering of current dealers.
Certification Qualifications and Corresponding Dividends Certification Levels Product certification encompasses the Pro-Watch product suite, including Pro-Watch Standard Edition (PE), Corporate Edition (CE), and Enterprise Edition (EE). In addition, the following products are also included: DVM R200 (Digital Video Manager), Enterprise NVR, LobbyWorks, and MAXPRO-Net. The program is composed of three certification levels: Silver Certified, Gold Certified, and Platinum Certified. The certification level qualifications and corresponding dividends are as follows: Silver Dividends INTEGRATED SECURITY Dealer Service Certification Silver Certified Special toll-free support number 866-455-DSCP (3727) Premium website listing Access to tech support database Listing in quarterly consultant mailing 5% discount on services and on-site training Gold Dividends - All the benefits of Silver Certified, plus INTEGRATED SECURITY Dealer Service Certification Gold Certified % discount on services and on-site training Access to vertical marketing tools Invitation to new product trials and beta testing Platinum Dividends - All the benefits of Gold Certified, plus INTEGRATED SECURITY Dealer Service Certification Platinum Certified 15% discount on services and on-site training Dealer Advisory Board. Select Platinum integrators will be invited to join Honeywell Systems Group s Dealer Advisory Board to help set the course for business and industry. Train the Trainer customized programs Vertical marketing sales support. Your sales team will be by global account managers on two specific vertical markets in one year. Customized product/application training conducted by regional technical managers
Dealer Service Certification Scoring Methodology CAD Capabilities Customer Satisfaction Test Facility 50 Product Training SSA Retention Microsoft Certifications 20 Project Management Points Required to Achieve Certification Levels: Level Points Platinum 90-120 Gold 70-89 Silver 50-69 Authorized Dealer < 50 The products being installed in today s security environments are increasingly complex. Networks, smart cards, biometrics, and integration to other security devices can challenge even the most technically proficient organization. Honeywell s Dealer Service Certification program establishes a new level of support standards for the security industry. Dealers who have made an investment in differentiating their company benefit directly with enhanced services from Honeywell.
Certifications Criteria Definitions Product Training Chart 1: 5- Service/Installation Technicians Chart 2: 11+ Service/Installation Technicians Pro-Watch CE to current full Pro-Watch CE to current full Pro-Watch EE to current full DVM R200 to current full Enterprise NVR points 50% of 5 points 35% of 2.5 points 20% of Pro-Watch EE to current full DVM R200 to current full Enterprise NVR points 40% of 5 points 25% of 2.5 points % of MAXPRO-Net or LobbyWorks MAXPRO-Net or LobbyWorks Totals Totals 50 total points 25 total points 12.5 total points 50 total points 25 total points 12.5 total points Project Management MCSE / MCDBA / CCNA Network + Certifications * Formal CSPM certification utilize Microsoft Project or other PM software in the PM process Staff includes: one MCSE one MCDBA one CCNA Formal training, but no certificates. Must have structured PM process 20 Points Points 5 Points Staff includes: one CCNA and one MCSE or MCDBA Points 5 Points 2.5 Points Informal process, but can show some type of PM process 2 staff members complete: MS 2003 server course 2275 SQL 2000 course (2072 & 2073) CCNA certification SSA Retention 80-90% active not including warranty period 70-80% active not including warranty period 60-70% active not including warranty period Customer Satisfaction Test Facility Points 5 Points 2.5 Points Points are based on submitting five end user surveys Dedicated area to test and stage systems Points 5 Points Points are based on submitting three end user surveys Voice of customer input will help drive improvements in your business Points 5 Points Area that can be used to test and stage systems (not permanent) CAD Capabilities Full set of engineering drawings available for all Honeywell security systems Points 5 Points *Any comparable certification or other degree program submittals will also be considered. Full set of engineering drawings available for a majority of Honeywell security systems
For more information: www.honeywellintegrated.com Honeywell Security Honeywell Integrated Security 135 West Forest Hill Avenue Oak Creek, WI 53154 1-866-455-DSCP (3727) www.honeywell.com NO06015 November 2006 2006 Honeywell International Inc.