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Novell Technical Services Recognized for Quality Procedures, Continuous Improvement Novell's Worldwide Support Organization Achieves ISO 9002 Certification, Demonstrating On-Going Commitment to Quality Support for Customers, Partners PROVO, UT -- August 5, 1997 -- Novell customers and partners can access technical support from Novell with even greater assurance of quality, consistency and continuous improvement. The National Standards Authority of Ireland (NSAI), a member of the International Certification Network, EQNet, recently granted "Registered Firm" status under I.S. EN ISO 9002:1994 to Novell Technical Services' three worldwide support centers. "The achievement of ISO 9002 certification is a great accomplishment for Novell Technical Services," said Rody Ryan, the NSAI lead auditor who conducted the Novell audit. "The quality procedures that led to ISO compliance show worldwide consistency in how Novell deals with customers and provide a platform for continuous improvement of Novell's worldwide support organization." "The ISO 9002 certification shows Novell Technical Services has grown into a full-fledged customer- oriented support organization and demonstrates our commitment to continually deliver the best total support experience to Novell customers and partners around the world," said Rich Nortz, senior vice president, Novell Customer Services. "This certification is the result of months of hard work by dedicated Novell employees and validates our efforts to establish and maintain exceptionally high standards for quality. These standards are directed toward constantly meeting and exceeding the expectations of our customers and partners in all areas of the world." "ISO 9002 certification ensures the organization is consistently delivering quality support according to its plan and objectives," said Sue Madeley, European marketing manager at Prognostics, a leading customer survey company in the IT industry. "In our experience, companies who continually meet customer expectations achieve higher levels of satisfaction." "Because we are also a recipient of the ISO 9002 Certification for service, we recognize that the achievement of the ISO certification requires a tremendous commitment to quality and the continuous improvement process," said Pearse Flynn, vice president of North America Customer Service for Compaq Computer Corporation. "As we work with Novell Technical Services, we now have the assurance that procedures are in place to consistently deliver technical support and constantly find ways to improve the process of serving customers and partners." Ryan indicated two of Novell's strengths that supported certification are people within the support organization who are committed to quality support of customers and the use of technology developed by Novell Technical Services to share continuous improvement information. This technology includes the use of an innerweb site dedicated to continuous improvement processes to allow standardized processes around the world. In addition, the use of technology to maintain job descriptions, required training, and procedures worldwide provide a strong foundation for continuous improvement. Novell Technical Services delivers technical support for Novell products to enterprise customers and partners through support operations in the Americas, Europe/Middle East/Africa (EMEA), and Asia- Pacific regions. The EMEA support organization achieved certification on April 4; the Americas Support Center reached certification on April 30; and the Asia-Pacific Support Centre was certified on June 24. The purpose of International Organization of Standardization (ISO) certification is to establish common quality standards worldwide through a documented quality system, consisting of processes, procedures, and records. The objectives of the ISO quality system are to achieve and sustain the quality of products and services and provide confidence to customers and company management that quality products and services will be achieved and delivered. Founded in 1983, Novell (NASDAQ: NOVL) is the world's leading provider of network software. The company offers a wide range of network solutions for distributed networks, Internet/intranet and small- business markets, as well as groupware and management solutions and the network computing industry's most comprehensive education and technical support programs. Information about Novell and its complete range of products and services can be accessed on the World Wide Web at http://www.novell.com.
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