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Module 2: QUALITY MANAGEMENT

SYSTEM STANDARD
Fundamentals of Business Process Outsourcing 102
Quality Management System
 Importance of QMS in
the BPO

Scope: Globally recognized

Quality Management
Systems/Standards:
8 Dimensions of
Quality

Are you ready to play?

 Identify Dimensions of QMS

Session Do process maps for selected

processes

Objectives Differentiate each QMS Standard

At the end of this session, the

student should be able to:
Describe globally recognized Quality
Management
Systems/ Standards:
Presentor
James Jasper Ramos
Quality is the ongoing process of
building and sustaining relationships by
assessing, anticipating, and fulfilling
stated and implied needs. It is the
customer's perception of the value
of the suppliers work output.

WHAT IS QUALITY?
Need for Quality:

5
1 2 3

Increase in Rise in customer To build and

competition expectation sustain
relationships
8 Dimensions
of Quality
 David A. Garvin

“One thing is certain: high quality means pleasing consumers, not

just protecting them from annoyances. Product designers, in turn,
should shift their attention from prices at the time of purchase to
life cycle costs that include expenditures on service and
maintenance—the customer’s total costs.”
— David Garvin, Harvard Business Review.
 It involves the various These are
operating characteristics characteristics that are
of the product. For a
Performance Reliability supplemental to the
television set, for example, basic operating
these characteristics will characteristics. In an
be the quality of the automobile, for
picture, sound, and example, a stereo CD
longevity of the picture player would be an
tube. additional feature.

Reliability of a product is
the degree of dependability
It is the degree to which the
and trustworthiness of the
product conforms to pre-
benefit of the product for a
established specifications.
long period of time. It Features All quality products are
Conformance
addresses the probability
expected to precisely meet
that the product will work
the set standards.
without interruption or

breaking down.
Presentor
Jilaine Rose Bueno
 It measures the length of Serviceability refers to
time that a product the promptness,
performs before a
Durability Serviceability
courtesy, proficiency,
replacement becomes and ease in the repair
necessary. The durability when the product breaks
of home appliances such down and is sent for
as a washing machine repairs.
can range from 10 to 15
years.

The aesthetic aspect of a

product is comparatively
subjective in nature and refers An equally important
to its impact on the human dimension of quality is the
senses such as how it looks, perception of the quality of
feels, sounds, tastes, and so on, the product in the mind of Perceived
depending upon the type of Aesthetics the consumer. Honda cars,
product. Automobile companies Sony Walkman, and Rolex Quality
make sure that in addition to watches are perceived to
functional quality, the be high-quality items by
automobiles are also artistically consumers.
attractive.

Who is ISO? Search

ISO (International Organization for Standardization) is

a network of standards institutes from 164 countries
with a central office in Geneva, Switzerland, that
coordinates the system.

ISO is a non-governmental organization that forms a

bridge between the public and private sectors and is
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the largest standards organization in the world.
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Who is ISO? Search

Many of its member institutes are part of the

governmental structure of their countries or are
mandated by their government. Some members have
their roots uniquely in the private sector, having been
set up by national partnerships of industry
associations.
Therefore, ISO enables a consensus to be reached on Save
solutions that meet both the requirements of business
and the broader needs of society.
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How does ISO work? Search

It is important to understand how ISO works. For

example, ISO does not actually “certify” any group
directly. Rather there are certification organizations
that perform that task of auditing and then certifying
an organization’s quality management systems.
These groups (often known as registrars), must Save
themselves be certified under a separate standard,
ISO/IEC TS 17021.
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Presentor
Karl Stephen Mabasa
How does ISO work? Search

The certification process involves a registrar

“auditing” a group to ensure that their operations are
in compliance with processes outlined in the current
ISO 9001:2015 standard.
Where inconsistencies or “non-conformities” are
found, the group must typically create a program for
correcting these problems before a certificate of
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registration can be issued.
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ISO 9001:2008 Organization
Introduction to ISO(International Organization for Standardization)

Worldwide federation of national standards bodies

International Standards are formulated by ISO technical
committees Draft International Standards adopted by the
technical committees are circulated to the member national
standards bodies for voting.
Publication as an International Standard requires approval
by at least 75 % of the member bodies voting.
 Next ISO 9001:2008 Definition

Defines the elements of a

quality management system.
Large or small
8 Principles
Implemented by over a million
companies/orgs in over 170
countries
 ISO 9001:2008 Audit

Internal or external checking to verify if the quality management

system is implemented properly
Internal audit done by a quality team independent of the
operations organization: are the principles of quality management
system followed
An organization may decide to invite an independent certification
body to verify that it is in conformity to the standard--but there is
no requirement for this.
 ISO 9001:2008 Certification

A company may decide to seek ISO is not involved in certification

certification for various reasons: to any of the standards it develops
Quality Glossary Definition: ISO 9000 series standards

ISO 9000
 ISO 9000 VS. 9001

ISO 9000 is a series, or family, of quality management standards,

while ISO 9001 is a standard within the family. The ISO 9000 family of
standards also contains an individual standard named ISO 9000. This
standard lays out the fundamentals and vocabulary for quality
management systems (QMS).
Presentor
Janeth Cortas
ISO 9000 series of Standards

ISO 9001:2015: Quality Management

Systems - Requirements
The ISO 9000 family ISO 9000:2015: Quality Management
Systems - Fundamentals and Vocabulary
contains these (definitions)
ISO 9004:2018: Quality Management -
standards: Quality of an Organization - Guidance to
Achieve Sustained Success (continuous
improvement)
ISO 19011:2018: Guidelines for Auditing
Management Systems
ASQ is the only place where organizations
can obtain the American National Standard
Institute (ANSI) versions of these standards
in the ISO 9000 family.
ISO 9000 history and revisions: ISO 9000:
2000, 2008, and 2015 Search

ISO 9000 was first published in 1987 by the International

Organization for Standardization (ISO), a specialized
international agency for standardization composed of the
national standards bodies of more than 160 countries. The
standards underwent major revisions in 2000 and 2008. The
most recent versions of the standard, ISO 9000:2015 and ISO
9001:2015, were published in September 2015.

ASQ administers the U.S. Technical Advisory Groups and

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subcommittees that are responsible for developing the ISO
9000 family of standards. In its standards development work,
ASQ is accredited by ANSI. Cancel
ISO 9000:2000 Search

ISO 9000:2000 refers to the ISO 9000 update released in the

year 2000.
The ISO 9000:2000 revision had five goals:
Meet stakeholder needs
Be usable by all sizes of organizations
Be usable by all sectors
Be simple and clearly understood
Connect quality management system to business
Save
processes
ISO 9000:2000 was again updated in 2008 and 2015. ISO
9000:2015 is the most current version.
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 9000 Quality Management Principles

Customer focus
ISO 9000:2015 Principles of
Quality Management Understand the needs of existing and future
customers
The ISO 9000:2015 and ISO
9001:2015 standards are based on Align organizational objectives with customer
needs and expectations
seven quality management
principles that senior
Meet customer requirements
management can apply to
promote organizational
improvement. Measure customer satisfaction

Manage customer relationships

Aim to exceed customer expectations

 Next 9000 Quality Management Principles

1. Customer focus 2. Leadership

Understand the needs of existing and Establish a vision and direction for the
future customers organization
Align organizational objectives with Set challenging goals
Model organizational values
customer needs and expectations
Establish trust
Meet customer requirements Equip and empower employees
Measure customer satisfaction Recognize employee contributions
Manage customer relationships Learn more about leadership
Aim to exceed customer expectations
Presentor
Christina Kyla Pol-ot
 Next 9000 Quality Management Principles

3. Engagement of people 4. Process approach 5. Improvement

Ensure that people’s abilities are used Manage activities as processes Improve organizational performance and
and valued Measure the capability of activities capabilities
Make people accountable Identify linkages between activities Align improvement activities
Enable participation in continual Prioritize improvement opportunities Empower people to make improvements
improvement Deploy resources effectively Measure improvement consistently
Evaluate individual performance Celebrate improvements
Enable learning and knowledge sharing
Enable open discussion of problems and
constraints

6. Evidence-based decision making 7. Relationship management

Ensure the accessibility of accurate and Identify and select suppliers to manage
reliable data costs, optimize resources, and create value
Use appropriate methods to analyze data Establish relationships considering both the
Make decisions based on analysis short and long term
Balance data analysis with practical Share expertise, resources, information, and
plans with partners
experience
Collaborate on improvement and
development activities
Recognize supplier successes
YEARS OF ISO 9000

The ISO 9000 series of standards celebrated its 30th anniversary in 2017
First published in March 1987, ISO 9001: Quality management systems -
Requirements has become the most successful standard in the history of the
International Organization for Standardization.

The popularity of the ISO 9000 series paved the way for other management
system standards, including:
YEARS OF ISO 9000

ISO 14000: Environmental management systems

ISO 26000: Guidance on social responsibility
ISO 31000: Risk Management Principles and Guidelines
ISO 9001 certification
ISO 9001 is the only standard within the ISO 9000 family to which
organizations can certify. Learn more about ISO 9000 training and
certifications with ASQ’s ISO 9000 courses and learning materials.
Presentor
Gillian Louise Bantilo
 Player's Name
• Customer Operations
Performance Center Inc., a private

COPC® Family
international customer service
support company (US)

of Standards • Designs business processes for

customer support centers and
business process organizations
• Provides training, consulting,
certifications
 Player's Name
COPC® Family of Standards is the most
rigorous and prestigious performance
management system in the customer
contact industry:

COPC® Family COPC Customer Service Providers

Standard established 1996

of Standards
COPC Vendor Management
Organization Standard, established
2002
COPC Outsource Service Provider
Standard, established 2011
COPC Healthcare Service Provider
Standard, established 2011
COPC® Standards Committee COPC® Certification COPC® Certification

Original CSP Standard • Full certification: a Key areas

developed in 1996, based on comprehensive system for (a) •Balancing service, quality, and cost
Malcolm Baldridge National managing leadership and •Setting high-performance
Quality Award criteria and planning, (b) processes, (c)
benchmark targets
framework. •Using objective data to monitor
people, and (d) performance. results
Standards Committee meets • Enables measurement and •Setting and striving for realistic goals
twice a year, and the entire improvement efforts on all of it •Consistently meeting performance
COPC Family of Standards is activities around the customer requirements and client expectations
reviewed annually. experience

COPC® Certification CMMI (Capability Maturity Model Integration)

Allows organizations to quickly Identify your organization’s process

implement a specific process from one strengths and weaknesses
of the COPC Family of Standards—to Make process changes to turn
address a particular performance issue. weaknesses into strengths.
Four critical work processes that can be Applies to teams, workgroups, projects,
certified by COPC are: divisions, and entire organizations
-Quality
-Customer satisfaction
-Workforce management
-Recruiting, hiring, and training
Presentor
Realeen Adamy
 CMMI
Capability Maturity Model Integration

Level 1: Initial -Identifies strengths and weaknesses of

Level 2: Managed processes
CMMI -Assesses how closely the processes
Level 3: Defined
Models CMMI follow CMMI practices.
Level 4: -Mitigates risks for product/acquisition,
Maturity
Quantitatively development, and monitoring
Levels
CMMI-ACQ Managed -Public presentation of results of
(Acquisition) Level 5: Optimizing appraisal—at Published Appraisal
Results (PARS) site:
CMMI-SVC
-Assures customers of continued
(Service) soundness of one’s processes
CMMI-DEV -Facilitates assessment of prospective
(Development) supplier and partners
-Facilitates assessment of competitors
Standard CMMI Appraisal Method for
for more effective competition
Process Improvement (SCAMPI) CMMI:
Appraisal method for organization SCAMPI
process evaluation and grant of
ratings Benefits of
SCAMPI:

eSourcing Helps sourcing organizations manage and • Level 1 organization: base, provides a
Capability reduce service
• Helps improve capabilities across the entire eSCM-SP • Level 2 organization: has procedures to
Model for sourcing life-cycle their risks Capability enable the consistent meeting of client
Service • Addresses IT-enabled sourcing (eSourcing) requirements
Levels
Providers for both outsourced and in-sourced (shared • Level 3 organization: manages
services) arrangements.
performance consistently across
eSCM-SP • Service providers use the eSCM-SP and engagements

Capability Determination methods to • Level 4 organization: adds value to its
evaluate their eSourcing Capabilities. services through innovation
• 84 Practice dimensions: Sourcing Life-cycle, • Level 5 organization: sustains excellence
Capability Area, and Capability Level. over a period of at least two years

• Created by Executive Order 448 on

October 3, 1997 (Pres. Fidel Ramos)
• Institutionalized through Republic Act
9013 on February 28, 2001 (Philippine
Quality Award Act)
PQA • Sets a standard of excellence to help
Filipino organizations achieve world-class
(Philippine performance and
Quality serves as a "template" for competitiveness
based on the principles of Total Quality
Award) Management (TQM)
• A national quality award comparable

with the Malcolm Baldrige National Quality
Award ( MBNQA) of the US and those in
Europe and Asia.
 Provides local organizations (regardless
of size, sector, and maturity) with criteria
Establish standards. Promote global
and guidelines for self-assessment to
competitiveness by establishing
guide their quality and productivity
organizational performance standards
improvement efforts
comparable with globally recognized
Recognize champions. Recognize
standards
organizations in both the private and
Formulate assessment process. Establish
public sectors that excel in quality
a national system for assessing quality
management and overall organizational
and productivity performance
performance, thus providing Philippine
industries with benchmarks and models to
emulate.

PQA Objectives
PQA Levels of Recognition PQA Criteria

Philippine Quality Award for 1. Leadership

Performance Excellence 2. Strategic Planning
Recognition for Mastery in Quality 3. Customer and Market Focus
Management 4. Information and Analysis
Recognition for Proficiency in 5. Human Resource Focus
Quality Management 6. Process Management
Recognition for Commitment to 7. Business/Organizational Results
Quality Management
Player's Name
• Quality Management Systems / Standards:
- ISO 9001: 2008 Standards. Defined by ISO
technical committees and approved by national
bodies
-8 Principles: Customer Focus, Leadership,

Summary
Involvement of People, Process approach,
System approach to management, Continual
improvement, Factual approach to decision
making, Mutually beneficial supplier
relationships
- COPC Standards. Formulated by private US
company
- Customer Service Providers Standard
-Vendor Management Organization Standard
-Outsource Service Provider Standard
-Healthcare Service Provider Standard
Player's Name

• Quality Management Systems / Standards:

CMMI Capability Model

Summary
Level 1: Initial
Level 2: Managed
Level 3: Defined
Level 4: Quantitatively Managed
Level 5: Optimizing
Recognition for Commitment to Quality
Management
Player's Name
e-SCM Capability Model
Level 1: base, provides a service
Level 2: has procedures to enable the consistent
meeting of client requirements
Level 3: manages performance consistently across

Summary
engagements
Level 4: adds value to its services through
innovation
Level 5: sustains excellence over a period of at
least two years

Philippine Quality Award

Philippine Quality Award for Performance
Excellence
Recognition for Mastery in Quality Management
Recognition for Proficiency in Quality Management
Recognition for Commitment to Quality
Management
 https://asq.org/quality-
http://www.iso.org/iso/iso_9000a http://www.copc.com/standards.aspx
resources/iso-9000

http://www.itsqc.org/models/escm-
http://www.sei.cmu.edu/cmmi/
sp/index.html

References http://www.pqa.org.ph/about.php
http://www.pqa.org.ph/downloads/
pqa_brochure.pdf

https://www.copc.com/copc- https://www.slideshare.net/venky_gr https://the9000store.com/articles/

standards/ m/quality-management-in-bpo who-is-iso/#whoisiso?

Thank you!
Until our next discussion.