Sabre Performance Solutions (SPS) establishes the corporate standard umbrella processes and procedures to ensure quality is delivered in all products and services. SPS includes three major components, all of which are interdependent to provide a cohesive quality assurance and control program. The tenets of these programs provide the fundamental foundation for ensuring and controlling quality in the services delivered.

The first fundamental component of SPS includes the principles, policies and procedures that are defined in Sabre’s ISO-9001:2008 Quality Manual. In 2003, Sabre initiated a Quality Assurance (QA) policy to cover all its service contracts. To ensure the quality of the services and documentation, Sabre developed a tailored corporate level Quality Assurance Plan. This plan provides quality assurance guidance to our managers and other Sabre personnel. This plan established the Sabre Project Quality Management policy and procedures towards achieving the highest quality project services and products. Sabre derived its QA policies and procedures from the well established and recognized ISO 9001 practices towards effective QA processes. The plan promotes the use of disciplined and repeatable processes using metrics and tools to ensure that quality is built in and achieved.

The second component of SPS is the implementation of CMMI Maturity Level 3 practices and processes. This initiative implements the Specific Goals and Practices from the fundamental Software Engineering Institute (SEI) CMMI framework. Sabre has been externally assessed for CMMI Maturity Level 3 by Changebridge Consultants, a SEI approved Lead Appraiser. To achieve this rating, Sabre has implemented eighteen primary processes to ensure quality control throughout the full life cycle of a program.

The third component of SPS is the implementation of the Voice of the Customer (VOC) program. Based on Six Sigma principles, this process is intended to monitor customer satisfaction on key programs on a regular basis. A brief, informal interview is held quarterly between program customer(s) and a Sabre representative independent of the program. Seven attributes, to include Value, Delivery, Quality, Reliability, Responsiveness, Service/Support, and Development are measured via color ranking (Blue, Green, Yellow, and Red) and the customer is invited to provide detailed feedback. Any attribute receiving a Yellow or Red 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, to include the Chief Operations Office, on a quarterly basis.