Sabre Performance Solutions
Sabre has developed a comprehensive quality assurance and control program, known as Sabre Performance Solutions (SPS). SPS utilizes widely used management tools such as Deltek Cost Point, Deltek Time and Expense, HR Smart and Sharepoint coupled with processes, procedures, and controls incorporating best business practices driven by Project Management Institute (PMI), CMMI, ISO and Six Sigma. These tools and processes are used to guide process improvement across projects, regions and our entire organization. Collectively, SPS ensures strict attention to detail, and a means to the prevention of mistakes in the delivery of our products and services. Our Government certified and/or accredited business, cost and financial management systems are all implemented within SPS.
CMMI Maturity Level 3
Sabre Systems, Inc. has been appraised at Maturity Level 3 (ML3) for both Services and Development of the CMMI® Institute’s Capability Maturity Model Integration (CMMI®). CMMI® ML3 is awarded only when a company has achieved a specific set of defined and documented processes across the entire organization that assures rigorous software/product development. This rating reaffirms Sabre’s commitment to quality and the successful delivery of measurable business benefits to all clients.
Sabre is the first company, and one of only six companies in the U.S. that is appraised at Capability Maturity Model Integration (CMMI®) v1.3 Staged: Maturity Level 3 (ML3) for Development (CMMI-DEV), Services (CMMI-SVC) plus Service System Development (SVC+SSD).
-Source: CMMI Institute Published Appraisal Results (PARS)
Sabre's Quality Management System (QMS) is certified to the ISO 9001:2008 and ISO 20000-1:2011 International Standards and has satisfied the demanding set of requirements which have become synonymous with quality business processes and continuing improvement practices for quality management systems.
ISO 9001 (Quality Management System)
The ISO 9001 standard is an international model for Quality Management Systems (QMS). The standard is designed around common business practices which are influenced by the size and structure of the company, their established objectives, the products and services they provide, and the processes they employ to meet their customer's requirements. The intent of the standard is to provide guidelines for developing, implementing and improving a QMS to enhance customer satisfaction and to consistently deliver quality products and services.
ISO 20000 (Service Management)
Sabre's certification to ISO 20000-1:2011 emphasizes delivery of managed services and demonstrates that Sabre is operating according to industry recognized best practices; is strongly aligned with the IT Infrastructure Library (ITIL) methodology; and provides efficient, reliable and consistent service delivery and enterprise security. Independent assessment to ISO 20000-1:2011 provides our customers with the confidence that Sabre’s business infrastructure will deliver well-managed services.
What does this mean for our customers and employees?
Registration to ISO 9001:2008 and ISO 20000-1:2011 serves as an assurance to Sabre's stakeholders and employees that the business policies and procedures utilized by the company are not only well-documented, but also conform to the highest standards of quality upheld by some of the world’s largest, most highly regarded service companies. As Sabre strives for "continual improvement" it will focus on enablers such as leadership, communication, resources, people and processes. This will provide benefits related to cost, productivity, delivery, responsiveness and customer and employee satisfaction.
Voice of the Customer
The VOC program is a six sigma process that establishes the infrastructure, processes and procedures necessary for capturing, effectively understanding, and satisfying customer requirements and expectations.
Sabre's VOC program relies on informal face-to-face interviews between Sabre management, independent of the program, and key customers, to provide insights into customer priorities and to measure Sabre’s performance. Six attributes (Value, Responsiveness, Quality, Corporate Support, Innovation and Overall Performance) are measured using a color ranking system, and the customer is invited to provide detailed feedback. Any attribute receiving a poor rating requires the Sabre Program Manager and team to design a timely solution approved by the customer. All collected VOC data is accessible and reviewed by Sabre leadership on a quarterly basis. This program, which has been embraced by our customers, continues to be both informative and enlightening, and has thus far proven a tremendous success.