INFOTECH: Western Cape BPO's Embrace QMS
Recent Western Cape Business News
LCT Solutions and the South African Bureau of Standards (SABS) have partnered with BPeSA Western Cape to subsidise local BPO&O service providers with the implementation of an internationally recognised Quality and Business Management System which aims to provide ISO 9001accredidation.
A Quality Management System (QMS) can be defined as the company structure, procedures, processes and resources needed to implement quality management.
According to Fagri Semaar Interim CEO of BPeSA Western Cape, the feedback to the programme has been excellent, at present we have three BPeSA members signed up; SA Commercial, Pixel Faerie and Exigent, and we expect more to follow.
“We chose to implement a Quality Management System because we are committed to delivering the best service to our clients. For SA Commercial it is all about business retention, aggressively growing our business and focussing on improved systems,” says Renee Keeble CEO of SA Commercial Direct.
Alistair Corder owner of LCT Solutions says, “A major benefit of investing in QMS is that it compels companies to look at all aspects of their business, not only the quality aspect in isolation.”
The system brings two important criteria into focus, namely customer’s requirements and company’s requirements, says Corder. “The entire QMS process is driven towards customer service. It assists a company in understanding what its customers’ needs are, making it simpler to deliver, while meeting customers’ needs and expectations.”
Studies have shown that as a result of increased efficiency and productivity, certified companies show improved financial performance in comparison to uncertified companies.
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