Quality and Business Continuity




Are the solutions flexible enough to accommodate customizations?

We employ standard processes based on “best in class" practices per industry.   But we also recognize peculiarities of each business operations and work towards a tailor-fit solution to deliver the client’s requirements.

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How are quality and compliance to standards ensured?

Prople employs straightforward SLA and KPI performance monitoring as well as the principles of ISO and Six Sigma (6σ) as its approach to quality management.

On the ground, quality measures are embedded in each process. This starts with effective documentation and executed through defined control points in the outsourced processes.

Each transaction processed undergoes a quality control review by a more senior process analyst. Through this effort, outputs are validated and performance monitored.

Our technology platforms facilitate quality and compliance via these systems’ monitoring functionalities and analytics. These results form the basis of our regular operations reviews per engagement which, in turn, enables us to define areas of improvement.

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How do you ensure security of information?

Until 2008, Prople was ISO 9001:2000 certified and in 2009 it implemented an Integrated Quality and Information Security Management System (ISMS) that is compliant with ISO 9001:2000 and ISO 27001:2005. The company is targeting certification by 1st Quarter of 2010, at the latest. The system includes a centralized procedure for documents and records control, control over non-conforming services, corrective and preventive action, internal audit, management reviews, risk management, handling of customer complaints, client satisfaction surveys, systems and applications security, and business continuity management.

Our services are governed by these policies and procedures to ensure that we (1) Consistently meet customer and applicable regulatory requirements, (2) Protect the confidentiality, integrity, and availability of your information assets, and (3) Assess and manage your information security risks related to those services that we will render for you.

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How do you ensure continuity of business?

Possible risks and risk-management measures are identified during the transition phase of each engagement.   

Each outsourcing engagement is supported by a documented and tested strategy to ensure service continuity. The Business Continuity Plan (BCP) is designed to address various emergency situations in order to ensure that service delivery disruptions are kept to a minimum. The documented guideline on Business Continuity is composed of three (3) parts: Business Continuity Management, Business Impact Analysis including Risk Assessment Analysis, and Business Continuity Plan with Disaster Recovery (BCP/DR).

The coverage of Prople’s BCP/DR includes all systems, applications, equipments, components, employees, and processes used to operate its business. The strategy is implemented by several teams with specific roles, responsibilities, and required response times.

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