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Quality Assurance
At Hughes BPO Services, quality is a way of working (WOW).
HSS is recognized in the industry for its stringent quality
initiatives, it has been an ISO 9001 certified company since
1996, since 2000, BS-7799 certified since 2001, and attained
SEI-CMMI Level 5 in July 2003.
Hughes BPO is completing the COPC Certification by end of
2004. It already has a Registered COPC Coordinator and has
begun implementing the COPC framework at its call center.
We at Hughes BPO appreciate that no single quality framework
is capable of addressing all the issues, and thus have adopted
an integrated approach. COPC shall be the overall framework
and Six Sigma tools shall be used to implement in the areas
of Process Design, Process Control and Process Improvement.
These two frameworks shall be complementary to each other.
To establish Quality philosophy at grass root level, Hughes
BPO has decided to get all its Supervisors and above certified
in Six Sigma. These Leaders shall drive Quality framework
in their respective Spheres of Influence.
Our commitment to quality is not restricted to customer processes
it includes all the support functions as well.
HughesBPO has a formal Quality Management System. Salient
features being
- Defined a quality policy
- Defined a quality organizational structure with the head
of quality reporting directly to the head of HughesBPO
- Identified key processes from all functions that will
be covered in the detailed QMS
- Identified quality-related role-based training across
HughesBPO
- Established a clear road map for COPC conformance
- Hired people with structured process improvement skills
(e.g. Six Sigma).
Highlights of our Quality Policy
- Strive to attain the highest level of customer satisfaction
by constantly listening to the customer and by providing
on-time, error-free services
- Provide a work environment and culture that promotes initiative,
innovation, and teamwork
- Practice processes that are defined and measurable.
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