SMP LESSON 1 PT 2 - Intro to QMS and QMS System in the IT-BPM Industry

Summary

An educational overview of various Quality Management Systems (QMS) and their application within the IT-BPM industry, detailing standards like ISO, COPC, CMMI, and the Philippine Quality Award.

Highlights

Introduction to Quality Management Systems00:00:03

This section introduces QMS and quality recognitions within the IT-BPM sector, noting the importance of standards for organizational excellence and reliability.

ISO 9001 Standards00:01:19

A detailed look at ISO 9001, covering its history, main goals of product reliability, and its eight core principles such as customer focus, leadership, and factual decision-making.

COPC Performance Standards00:10:25

Discussion of the Customer Operation Performance Center (COPC) standards, which were developed to benchmark performance in IT-BPM and contact center operations.

CMMI and E-Sourcing Capability00:18:58

An explanation of Capability Maturity Model Integration (CMMI) levels and the e-sourcing capability model for service providers, focusing on process improvement and maturity levels.

Philippine Quality Award (PQA)00:28:02

Overview of the PQA, a government-led initiative to evaluate and recognize quality performance in Filipino organizations, modeled after the Malcolm Baldrige excellence framework.

Malcolm Baldrige and TQM00:35:25

Concluding insights on the Malcolm Baldrige National Quality Award and the foundational role of Total Quality Management (TQM) in sustaining organizational success.