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Quality Management in BPO Services by Angela Magtibay is a document available to read on EtoBox.
What is Quality Management in BPO Services about?
The document provides an overview of quality management systems used in the BPO industry, including ISO 9001, COPC, CMMI, and e-SCM standards. It discusses ISO 9001 and how it sets the criteria for a quality management system. It also summarizes COPC Inc. and how it provides consulting, training, certification, benchmarking and research related to customer experience operations and management. CMMI is introduced as a process and behavioral model that helps organizations improve processes and decrease risks.
- Author
- Angela Magtibay
- Language
- EN