AMP Connection, 2014 Issue 1

Connection 2014 Issue 1 People Who Care

Technology That Works

Introducing our Client Relations Team Patrick Gallagher, MBA Vice President, Sales & Marketing

AMP

has long been known for our quality customer service.

Because it is our top priority, we are constantly looking for ways to improve. We are pleased to announce the development of a dedicated Client Relations Team. This team serves as a new arm of the Marketing department and its sole purpose is to better serve our clients. Each client will be assigned a Client Relations contact who will serve as the main contact person for all nonpsychometric needs. The changes in day-to-day interactions between AMP and our clients won’t be drastically different, just simplified!

Knowledgeable staff vs. an account representative. We are not suggesting our clients be “handled” by a sales-oriented account rep serving as a go between for our clients and our technical staff. Rather, we have built our Client Relations team under the leadership of our long-time Examination Services Manager, placing the management of our client relations approach in the hands of an individual with nearly 30 years of operational experience.

What will improve?

Communication. Rather than depending on a long list of staff and wondering who to contact for different situations, our clients can now rely on two primary points of contact - their Program Director for psychometric needs and their Client Relations contact for all other issues. Not sure who you need to talk to? Your Client Relations contact is always a great place to start and will get you the information you need or find someone who can!

What will stay the same?

Direct psychometric oversight and expertise. Our full-service testing clients will still have a qualified psychometrician assigned to their program, and they will still have direct contact with their Program Director for all psychometric-related issues.

Relationships with staff you already know.

We are not going to impede ties with the helpful AMP staff many of you have been working with for years.

Centralized knowledge. We plan to operate ahead of the curve. Having all information continued on page 4

AMP Management Services Awarded AMC Institute Reaccreditation

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www.goAMP.com

New Business

Don’t take our word for it …

On the Road

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4 Published by Applied Measurement Professionals, Inc. © 2014

AMP Management Services Awarded AMC Institute Reaccreditation

AMP

Management Services is proud to have been awarded reaccreditation by AMC Institute, the global trade association representing the association management industry. We feel honored to be in the ranks of an elite group of Association Management Companies (AMC). Among 500+ AMCs worldwide, only 74 have achieved AMC Institute Accreditation, demonstrating the commitment and the ability to deliver the highest level of professional management services to association and not-for-profit clients.

AMC Institute Accreditation is recognized and supported by ASAE & The Center for Association Leadership and is based on the ANSI Standard of Good Practices for the AMC Industry.

ANSI requires that the standard be reviewed and updated regularly to remain an approved standard. To ensure accredited AMCs are continuing to follow the standards, accreditation status is evaluated every four years and includes an audited review by an independent CPA who scrutinizes operational documents, conducts multiple in-depth staff interviews and compares findings to

New Business:

The Joint Commission on Allied Health Personnel in Ophthalmology (JCAHPO) mission is to enhance the quality and availability of ophthalmic patient care by promoting the value of qualified allied health personnel and by providing certification and education. JCAHPO has certified more than 25,000 ophthalmic allied health personnel since 1969. In 2013, JCAHPO selected AMP to conduct a job analysis study for JCAHPO’s

required standards, making a determination of “meets or exceeds”, “needs improvement” or “non-compliance” in the following service areas: Client Contracts: Review Procedures and Requirements Servicing the Client and Service Delivery Procedures Project (Service) Completion, Reviews, and Post Contractual Procedures Financial Management and Internal Controls Insurance Coverage Employee Recruitment and Selection Employee Training and Professional Development Procedures Subcontracting and Purchasing Requirements Record Keeping Requirements Internal and External Review Requirements While preparing for the accreditation review is a major undertaking, we are proud to subject ourselves to the most demanding and comprehensive evaluation in the industry so our clients are assured their management company operates with the highest level of professionalism and responsibility, and consistently meets or exceeds all industry requirements. For more about AMC Institute accreditation and the detailed standards, visit www.AMCInstitute.org/accreditation.

Certified Ophthalmic Assistant (COA®), Certified Ophthalmic Technician (COT®) and Certified Ophthalmic Medical Technologist (COMT®) examination programs. AMP also provides psychometric consultation for JCAHPO’s certification programs. To learn more about JCAHPO, visit www.jcahpo.org.

What others are saying…

Don’t just take our word for it…

AMP

recently conducted a Client Satisfaction Survey of our testing clients. The survey is an opportunity for our clients to let us know how we are doing. This valuable feedback allows us to look at things from our client’s perspective. AMP uses the survey results to address any issues that may not come up in day-to-day operations or conversations. It is also a way for AMP to assess the services currently offered and/or desired, allowing us to stay on the cutting edge (but not “bleeding edge”) of the testing industry. We would like to thank all of our clients that took part in the survey. Your feedback is truly appreciated and the results are thoroughly reviewed and discussed by the AMP Management Team and testing staff.

Overall feedback from our clients was extremely positive. We always enjoy hearing where our clients think we excel. The areas in which AMP received the highest marks were: Program deliverables being provided as contracted Responding to clients questions and concerns in a timely manner Keeping our clients informed about program progress and status We are thrilled to hear that our clients appreciate the personalized customer service they get from AMP, but it’s not all about patting ourselves on the back. Make no mistake, we learned of areas we can improve and that’s just what we intend to do, because we only succeed when our clients succeed. Our focus is to help testing programs grow to their fullest potential by offering industry leading psychometric, test development and test delivery services and providing candidates the best possible testing experience. If you are a client with comments or questions, you don’t have to wait for a survey, contact a member of the AMP staff right away.

In addition to the high quality products and services we receive from AMP, we are treated as very special clients.

I believe that AMP treats all their clients as special.

AMP has provided excellent services based on requests for changes to our examinations and locations. TOP NOTCH efforts by all staff at AMP to make these happen.

AMP staff members are very responsive and courteous. I have always been very pleased with the customer service from AMP.

I would definitely recommend AMP to any other organization.

www.goAMP.com

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“Client Relations Team” continued from page 1

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ASAE Annual Meeting & Exposition August 9-12, 2014 Nashville, TN CLEAR Annual Educational Conference September 11-13, 2014 New Orleans, LA ARELLO Annual Conference September 17-21, 2014 Philadelphia, PA

about a client passing through one person will help us better predict your needs and proactively serve you. More frequent contact and a holistic service approach will make us all more successful.

Cross training equals understanding. We believe our Marketing department has served our clients well when discussing contract changes and pricing for new services. Combining the business structure of the marketing department with a client-oriented service approach will only improve our ability to form a true partnership with our clients.

Have Questions?

We anticipate there will be a few questions about this new approach, but we are ready!

A personalized letter should have reached each AMP testing client in advance of this article. It further explains this organizational improvement and provides specific contact information for your identified Client Relations contact person. Don’t be surprised if you already know them well. We invite you to pick up the phone and let them answer any questions you might still have.

ABNS Fall Assembly Meeting September 19-20, 2014 Denver, CO ICE Exchange November 11-14, 2014 San Antonio, TX

We look forward to seeing you at one of these upcoming On the Road events!

Stay Connected Visit www.goAMP.com and join our mailing list to receive the eConnect newsletter or sign up for RSS feeds for news and press releases.

For more information about any of our products or services, please contact the AMP Marketing department at 913.895.4600 or visit our website at www.goAMP.com.

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