Program Guide

Certifying Excellence and Rewarding Outstanding Achievement in Technical Service & Support

TABLE OF CONTENTS
ATSP Mission .................................................................................................................... 2 About ATSP ....................................................................................................................... 2 ATSP Certification ............................................................................................................ 3 Roles, Product Categories & Platforms Competencies Concurrent Certifications Certification Duration Exam Availability Roles .................................................................................................................................. 5 Product Category or Platform.......................................................................................... 5 Technician Product Categories System Engineer Product Categories Exams by Role and Product Category............................................................................ 6 Installation Technician Digital Technician Advanced Digital Technician System Engineer Eligibility and Registration............................................................................................... 8 Eligibility Registration Period & Eligibility Registration Procedures Individual Bulk Registration Payment, Changes, and Cancellations ........................................................................... 9 First Exam Cost Subsequent Exam Cost Payment Changes and Cancellations Day of the Exam ................................................................................................................ 11 Identification Promptness Exam Information Results and Feedback Recognition ....................................................................................................................... 12 Individual Dealership Recognition Program ATSP Resources ............................................................................................................... 14 Next Steps ......................................................................................................................... 15 FAQs

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ATSP Mission
The Association of Technical Service Professionals (ATSP) program challenges Canon Authorized Dealership technical support professionals to confirm their skills and knowledge utilized in the support of Canon Office Imaging Products through a series of exams based upon job functions or role within an organization. The job function-based exams are designed to measure the knowledge and the demonstration of the skills that are required for a support professional against a set of standards for competency and performance. Successful completion of a specific ATSP exam results in Certification of the competencies associated with the specific job function.

About ATSP
ATSP enables Canon Authorized Dealership personnel to differentiate themselves and their organization from competitors in their marketplace. Through ATSP Certification, Canon Authorized Service Professionals can verify their level of Canon product service and support skill and distinguish themselves from other individuals and imaging solutions providers.

Canon U.S.A. is the only Imaging Solutions Manufacturer offering exams and certifications that are role-based, challenging, rewarding, and relevant to the business of delivering service and support on todays office imaging products.

Since its inception in 1990, over 30,000 examinations have been delivered, with more than 11,000 exams resulting in Certification.

Those who earn certification honors are eligible for recognition of their accomplishment in Canon publications, on the e-Support website, and during Canon events. Each Certification is recognized by a letter from Canons Senior Vice President and General Manager of the Systems & Technical Support Division, and a Certificate of Accomplishment. First time honorees are also eligible for an ATSP lapel pin. The greatest recognition however, comes from the honorees peers, management, and customers. For more details see Recognition, on page 12.

2010 ATSP PROGRAM GUIDE

ATSP Certification
Certification Certification is earned by taking a standardized exam delivered through a Prometric, Inc. testing center. The exams are hosted on computer at the testing center and are available so that the person taking the exam can select a configuration that most closely matches the role they fill and the products they support at their dealership.

Roles
Certification exams are available across four support roles: Installation Technician Digital Technician Advanced Digital Technician System Engineer Each exam focuses on measuring a candidates demonstrated skills and competencies in product, technology and customer support within a particular role. For more detail on each role see Roles Overview on page 5.

Product Categories and Platforms

Multiple categories allow the candidate to take an exam that most closely matches the product categories they are responsible for in their day-to-day business. The four product categories for Technicians are: imageRUNNER Low-Mid imageRUNNER High Color imageRUNNER Color Graphics

The traditional imageRUNNER products are effectively split High, and Low-Mid, at 50ppm in consideration of technology changes, and how teams within a dealership are structured. The Color imageRUNNER line of products has their own group, separate from the CLC products that comprise the Color Graphics category. Participants can achieve Certification in as many categories as desired according to their or their dealerships needs. System Engineers have three Product Platforms to select from. They are: Canon Controllers ImagePASS Technologies ImagePRESS Technologies 2010 ATSP PROGRAM GUIDE 3

Competencies
Each Certification is defined through competencies that a representation of subject matter experts from dealerships throughout the country, and Canon U.S.A., have identified as important for each particular role. The exams are designed and targeted toward the competencies associated with a particular Certification.

Concurrent Certifications
Certifications can be earned and held in multiple roles, product categories, or platforms concurrently.

Certification Duration
Successful completion of an exam results in Certification for a period of three years (36 months) starting on the day the exam is successfully completed. At the end of the three year period, the Certification expires. We recommend taking another certification exam prior to the expiration date, enabling active certification to be maintained.

Exam Availability Four Testing Periods for 2010

Exams for 2010 will be offered four times throughout the year. They can be taken at any time during the availability period after successfully registering for the exam. Exam appointments are made through the registration process on a first come first serve basis and are subject to the capacities at the Prometric, Inc. testing center. Therefore, to secure an exam appointment that is most convenient, it is recommended to register and to set an appointment as early as possible during the Exam Period. The Exam periods for 2010 are: January 4, 2010 thru February 26, 2010 April 5, 2010 thru May 28, 2010 July 6, 2010 thru August 31, 2010 October 4, 2010 thru November 30, 2010

Waiting until the end of the period to begin the registration process could result in not being able to secure an open seat at a testing center for an exam. For more information on the registration process see Eligibility & Registration on page 8.

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Roles
Overview We at Canon U.S.A. believe the purpose of Training and Certification is to prepare each Technician and System Engineer to be successful in the support of their customers, products, and technologies. To achieve success it is important to be proficient in the core responsibilities that each support professional is accountable for. ATSP Certification ensures an individual is proficient in their roles core responsibilities and is the reason that the ATSP program is focused on role-based certification. A role can best be described as a collection or category of specific job functions. Examples of specific roles are listed below. The focus should be on the job functions performed rather than to think about the specific job title held. A candidate can take whichever exam, or exams, that best apply to their specific role at the dealership. The 2010 ATSP Certification roles are: Installation Technician Digital Technician Advanced Digital Technician System Engineer

Product Category or Platform

Product Categories Technician and System Engineer A product category or, in the case of System Engineers, product platform, describes the Canon products covered under a particular Certification. The following is a list of product categories available for Certification along with examples of the type of products that are contained in each category. Candidates can earn Certification in the role and category they choose.

Technician Product Categories

imageRUNNER Two categories are dedicated to the imageRUNNER product technologies: imageRUNNER Low-Mid Competencies in this area focus on the technologies for imageRUNNER products with speeds of up to 49 pagesper-minute. imageRUNNER High Competencies in this area focus on the technologies for imageRUNNER products with speeds of 50 - 105 pagesper-minute. 2010 ATSP PROGRAM GUIDE 5

Color imageRUNNER This category includes technologies within all products that are designed to serve a dual role in the office environment; providing both Color, and Blackand-White printing capabilities, regardless of page-per-minute speed. Color Graphics This category is for color products that are designed with high-end graphics capabilities. These include Color Laser Copiers and imagePRESS products.

System Engineer Product Categories

1. Canon Controllers 2. imagePASS Technologies 3. imagePRESS Technologies

Exams by Role and Product Category

Following are the various combinations of Role and Product Category or Platform that each has their own ATSP Certification Exam.

Installation Technician
The Installation Technician is responsible for unpacking and setting up hardware, usually in the shop or staging area of the dealership. An Installation Technician can be certified in the following product categories: Installation Technician imageRUNNER Low-Mid Installation Technician imageRUNNER High Installation Technician Color imageRUNNER Installation Technician Color Graphics

Digital Technician
The Digital Technician responds to requests for service, performs maintenance and resolves device failures through effective troubleshooting and by being knowledgeable on systems and connectivity, including firmware, system software and firmware revisions and upgrades, and basic printing issues. A Digital Technician typically supports a field population of customers and their Canon products. A Digital Technician can be certified in the following product categories: Digital Technician imageRUNNER Low-Mid Digital Technician imageRUNNER High Digital Technician Color imageRUNNER Digital Technician Color Graphics

2010 ATSP PROGRAM GUIDE

Advanced Digital Technician

The Advanced Digital Technician possesses more detailed knowledge on hardware, software and connectivity including the ability to integrate advanced features, functions and utilities into a customers environment, as well as assists Digital Technicians as a specialist, trainer or workgroup leader. An Advanced Digital Technician can be certified in the following product categories: Advanced Digital Technician imageRUNNER Low-Mid Advanced Digital Technician imageRUNNER High Advanced Digital Technician Color imageRUNNER Advanced Digital Technician Color Graphics

System Engineer
The System Engineer supports customers with print controllers, print drivers, color management, and advanced Canon software features including installation and configuration, troubleshooting printing issues, and software escalations. The System Engineer typically interfaces with a customers networking and/or IT personnel. A System Engineer can be certified in the following product categories: System Engineer Canon Controllers System Engineer imagePASS Technologies System Engineer imagePRESS Technologies

2010 ATSP PROGRAM GUIDE

Eligibility and Registration

Eligibility
Any representative of a Canon Authorized Dealership who has successfully completed a minimum of one Canon training module or class prior to the eligibility date for the Exam Period and whose duties include product support and service is eligible to take an ATSP exam. All eligible candidates are identified through Canon U.S.A.s training records. Eligibility dates for 2010 ATSP Exams are identified below.

Registration Period and Eligibility Four New Testing Periods for 2010
Registration for exams begins on the first day of the Exam Period and ends on the last day of the Exam Period. January 4, 2010 thru February 26, 2010 Eligibility Date: Course or module completion on or before Dec. 18, 2009 April 5, 2010 thru May 28, 2010 Eligibility Date: Course or module completion on or before March 19, 2010 July 6, 2010 thru August 31, 2010 Eligibility Date: Course or module completion on or before June 18, 2010 October 4, 2010 thru November 30, 2010 Eligibility Date: Course or module completion on or before Sept. 17, 2010

Note: Exam appointments are made through the registration process on a first come first serve basis and are subject to the capacities at the Prometric, Inc. testing center. Therefore, to secure an exam appointment that is most convenient, it is recommended to register and to set an appointment as early as possible during the Exam Period.

Registration Procedures
Individual Registration Individuals wishing to register for an ATSP exam must call Prometric, Inc. at 1-800-331-3926 and be able to provide the following information: Canon e-Support ID number (your numeric logon to Canons e-Support Center website) Name (First, Middle Initial, and Last) Address where the Candidate wishes to have any ATSP Awards mailed to Business or Home

2010 ATSP PROGRAM GUIDE

If Business, please include all applicable information pertaining to your location (i.e. Suite #, Floor #, Building #, etc.) Phone Number (Home, Work, Fax) Company Name E-Mail Address Examination Code Method of Payment

Bulk Registration The Prometric, Inc. bulk registration worksheet must be used when registering five or more candidates. The bulk registration worksheet is available on the Canon U.S.A., Inc. e-Support site (www.support.cusa.canon.com) under the ATSP tab. Send the completed worksheet, along with your contact information, via email, to bulk.registration@prometric.com. A Prometric, Inc. representative will contact you upon receipt of the worksheet to finalize candidate exam registration.

Payment, Changes, and Cancellations

First Exam Cost
Candidates are responsible for a registration fee of $20 for their first exam in a given calendar year. Canon U.S.A., Inc. will pay all remaining registration fees associated with that first exam for the Candidate.

Subsequent Exam Cost

After the first exam in a given calendar year, candidates will be responsible to pay the full registration fee of $53 for each exam that they register for that year. The cost of transportation and accommodations is the candidates responsibility.

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Payment
Candidates registering for an ATSP Certification examination register and pay for exams directly with our examination provider, Prometric, Inc. There are three (3) options available: Technician calls to register and makes an individual payment Service Manager calls to register and pays for a group of technicians Service Manager calls to obtain vouchers for technicians

Credit Card Major credit cards accepted are MasterCard, Visa, and American Express. Vouchers Vouchers enable a Service Manager to pay for his or her eligible employees in advance but provide the employees with the flexibility to call Prometric, Inc. on their own to schedule an exam appointment. Managers only may call 1-800-616-3926 to order, as well as have any questions answered about, vouchers. Vouchers must be paid for by credit card prior to delivery. When calling Prometric, Inc. to schedule an exam, technicians, who have been given a voucher, inform the Prometric, Inc. representative that they wish to use a voucher as payment for their exam. The representative will ask for the voucher number. Line of Credit Service Managers may apply to Prometric, Inc. for a line of credit in order to purchase many exams at one time. However, there is no guarantee that Prometric, Inc. will grant the Service Manager a line of credit. All requests for a line of credit should be made via the Prometric, Inc. website at the following URL: http://www.prometric.com/Services/Voucher+Services/Credit/default.htm. The link provides the credit application as well as contact details. Do not call the toll-free registration line to establish a line of credit. Assistance with a line of credit application can be requested by calling Smeera Raza at 443-923-8590 or at smeera.raza@prometric.com.

Changes & Cancellations

Date, time, test center location changes or cancellations must be made at least 48 hours before your scheduled appointment. If you do not cancel at least 48 hours prior to your scheduled examination, you will still be responsible for the registration fee. Changes should be made as early as possible due to limited seating at Prometric, Inc. testing centers. 10 2010 ATSP PROGRAM GUIDE

Day of The Exam

Identification Two forms of identification are required to ensure the integrity of the ATSP Certification exam process. One form of identification must be a photo ID. Failure to do so will result in being turned away at the test center.

Promptness
Arrive at least 15 minutes before the scheduled exam time. Arrivals 15 minutes or more following the exams scheduled time will be considered to have been cancelled without sufficient notice. The Candidate will lose their appointment but is responsible for the exam fee. Exam Information Exam time lengths will vary depending on the exam that is being taken. Candidates are informed of the exam length when they register. A tutorial will be available for practice before starting the exam. The time spent on the tutorial will not affect the time available to complete the exam. The exam time will accumulate once the exams Start button is selected from the menu.

Results & Feedback

At the conclusion of each exam, the candidate will receive a Score Report that is specifically designed to provide the result of the exam as well as any feedback that may assist the examinee in understanding his or her performance on the exam. The score report lists the personal information of the person who took the exam, for example Name, Dealer Code, and Dealer Name. The Pass/Fail result will also be listed. In the area at the bottom of each score report there is a list of the competencies tested during the exam and the examinees percentage of correct answers. By reviewing this area each examinee will know the areas they performed well in and the areas they need improvement in. This Score Report can be a great diagnostic tool for any examinee because they can directly link their weakness to training programs that will assist them in gaining the information needed to be successful. To the right you see a sample Score Report (This is an illustration; the actual Score Report may vary slightly). Canon recommends that if a Candidate is not successful in his or her attempt to pass an exam they should reevaluate their preparedness and perform the necessary studies and preparation before registering to take that exam again. 2010 ATSP PROGRAM GUIDE 11

Recognition
Individual Recognition
All individuals who successfully earn Certification within the ATSP program will receive the following: Congratulatory Letter from the Senior Vice President and General Manager ATSP Certificate of Achievement Role Specific Pin (first time honorees only); Installation Technician, Digital Technician, Advanced Digital Technician, and System Engineer roles each have their own specific ATSP pin identifying the role achieved Publication of the honorees achievement in the annual listing of ATSP Honorees Participation in ATSP-only web seminars

ATSP Lapel Pins

Hardware

Installation Technician

Digital Technician

Advanced Digital Technician

Software
System Engineer Canon Controllers System Engineer imagePASS Technologies System Engineer imagePRESS Technologies

Note: Award recipients must be employed at an Authorized Canon Dealer at the time of award distribution.

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Dealership Recognition Program

The Dealership Recognition Program enables additional recognition for achievements within ATSP. This added dimension annually acknowledges dealership locations that have at least 75% of their support professionals population certified with current ATSP Certification as of January 1st of each year. This award is issued to dealership locations whose number of Installation Technicians, Digital Technicians, Advanced Digital Technicians and System Engineers with current, unexpired ATSP Certification is 75% or more of the total number of technicians and System Engineers assigned to the location, as recorded in our Training database. The 2010 Dealership Recognition Program Honorees will be determined by calculations performed as of January 1, 2011. This process is based on a dealership locations technician and system engineer population. An accurate reflection of active technicians and system engineers is vital to earn Dealership Recognition at a location. An on-going or annual audit of Canons training records (completed by the respective Service Manager) should accomplish the elimination of technicians who have left the dealership and are no longer affiliated with the location. Additionally, each persons transcript has an associated field within which their role is designated. All service representatives with a profile in our training database (e.g., technician, system engineer, etc.) are invited to visit our e-Support website to update their profile and select their most appropriate role. If you are a Service Manager, we invite you to visit our new e-Support Management Center to monitor and update the profiles and roles of all of your technicians and system engineers. Confirming that our records are up-to-date will help you achieve this prestigious Certification. Recognition for the dealership location will be in the form of: A Congratulatory Letter from the Senior Vice President and General Manager Plaque recognizing the achievement of the dealership location participants Publication of the dealerships name and location in the annual listing of ATSP Honorees Entitlement and assistance to utilize the approved ATSP logo on business cards, and promotional documents

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ATSP Resources
ATSP web pages are available on the e-Support website located at www.support.cusa.canon.com. The website has a complete catalog of the exams being offered and specific information regarding the program. You will find information on registration, your exam history, and your ATSP profile. The Exam Readiness Guide The Exam Readiness Guide helps prepare an eligible candidate for their certification exam and contains for each exam: Information designed to help the candidate understand what the exam will cover A view of the Competency Model that clearly and concisely identifies what information a candidate needs to know at their specific level within the Competency Model

ATSP Exam Tutorial The ATSP Exam Tutorial helps a candidate become familiar with the Prometric test environment and the resources available. Avoid surprises on the day of the exam; download and review this resource before taking an exam to learn: How to use the support documentation A sample of question types How to navigate within the test environment

E-mailbox and Hotline An ATSP e-mailbox is available for those individuals who require answers to questions or inquiries that may or may not be found in this Program Guide or on the ATSP pages of the e-Support website, and within the GRID on e-Support (formerly called the Support Forums). Questions can be sent to ATSP@cusa.canon.com and inquiries will be promptly responded to. When all other resources are exhausted you can reach the ATSP Hotline at 516-3285874 where a Canon representative will assist you with your questions. The hours of operation are Monday through Friday, 9am to 5pm EST.

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Next Steps
1. Visit the ATSP web pages on the e-Support website for any updates to the program. 2. Mark your calendar and register at the appropriate time for the examination(s) that corresponds to your role and job functions within your organization. 3. Stay informed by subscribing to receive ATSP e-Notifies (through the Communication Center of e-Support) and by visiting the ATSP website often.

FAQs I checked my profile but I cant see results of exams I had taken prior to 2001? Can these be viewed? Prior to 2006, testing history was not viewable through e-Support. We have added the functionality to view your testing history in our system. In building this functionality, only testing history from 2001 and forward was migrated to the database. How are the ATSP exams developed? Teams consisting of Canon U.S.A., Inc. and Dealer personnel develop all examinations with the guidance of a professional test development organization. For each ATSP Certification exam an advisory committee develops measurable objectives that accurately reflect and draw upon their field experience. Exam questions are then written to these objectives by each exams development committee and reviewed for clarity, graphic presentation and technical accuracy. Each exam is reviewed semiannually to ensure they are current with technology changes and they perform as intended. When will ATSP Certification Examinations be updated? The ATSP Certification exams will be updated as needed using the following factors:

Quality If, through statistical analysis, the reliability or validity of the exam warrants changes New Technology New technology or devices should be added to subsequent versions of exams

Changes to the exams and to the ATSP program are a result of our commitment to evolve along with the pace of technological developments, changes to your job role and responsibilities, and the way our Authorized dealers conduct business. A full exam listing with version numbers and specific product and technology updates is published in the ATSP Exam online catalog.

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When will I receive my test score and feedback? The exams are computer-based and grading of exams is performed at the testing facility. The advisory committee for the corresponding categories and roles determines the passing grade for each exam. Each candidate receives a Score Report at the conclusion of the exam. The Score Report provides Pass / Fail status and qualitative feedback on the exams content areas and objectives. This feedback identifies areas of candidate performance that may require greater professional development to enable attainment of additional Certifications within ATSP. The feedback from the score report is grouped by competency giving each examinee the opportunity to directly link their results to training & development opportunities through the eLearning Module catalog. How do I know when my ATSP certification will expire? To view when your ATSP Certification expires, you can log into e-Support and navigate to the Training Homepage. Once you are at the Training Homepage click on the Click Here to Get Started box. At the top of the page click on the Assess Menu and select Training Analysis. To view your certification history, change your View to Certification History. A list of all your certifications since 2006 and expiration date will be listed. Where can I find the ATSP Examination Codes? You can find the examination codes by logging onto e-Support and navigate to the Training Homepage. Once you are at the Training Homepage click on the Click Here to Get Started box. Scroll to the bottom of the page and click on the ATSP link located in the catalog. A list of all the ATSP examinations will be displayed with a brief description of each. The code can be found on the right of each exam. I have taken a beta exam and passed. Does that mean that I am ATSP Certified? If you have passed an ATSP Beta Exam you are certified for three years starting from the date of exam. Where can I find a Prometric, Inc. testing center? To find a Prometric, Inc. Testing Center please call the Registration phone number at 1-800-331-3926. I have a current ATSP Certification at the Bronze, Silver, Gold or Platinum level. Am I still ATSP certified? With the changes implemented in 2006 to the ATSP program, all Bronze, Silver, Gold and Platinum certifications have expired. You have the opportunity to take an exam in one of the new roles and product categories.

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