Quality Service

ISO 9001:2008
CMMI-SVC Maturity Level 3

ISO 9001:2008

ISO 9001 is a global quality management standard and is designed to help organizations ensure they meet the needs of customers and other stakeholders. The standards are published by the International Organization for Standardization (ISO) and available through the National Standards Bodies. ISO 9001:2008 is a set of requirements for a quality management system.

ISO benefits include the following:

• Quality is constantly measured
• Internal operational efficiency
• Improved product reliability
• Better process control and flow
• Better documentation of processes
• Greater employee quality awareness
• Well defined and documented procedures improve the consistency of output

CMMI-SVC Maturity Level 3

CMMI® (Capability Maturity Model® Integration) models are collections of best practices that help organizations to improve their processes. These models are developed by product teams with members from industry, government, and the Carnegie Mellon® Software Engineering Institute (SEI). 

Capability Maturity Model® Integration for Services (CMMI-SVC) Maturity Level 3 is a process improvement approach developed from industry’s best practices specifically targeted toward service organizations.  The CMMI Maturity Level 3 rating is an independent validation that DST has established effective, well-defined organizational standards and documented processes in its delivery of services. This rating indicates repeatability, predictability and consistency in performance.  As of September 9, 2011, DST is one of only 40 companies worldwide that is appraised at CMMI-SVC Maturity Level 3 and one of 9 companies that has included the service system development (SSD) process area in its appraisal.

The Standard CMM-Integration Appraisal Method for Process Improvement (SCAMPI) Class A is a rigorous appraisal. The appraisal team examined 19 DST process areas that encompassed program management, human capital management, contracts administration, business development, and quality assurance.  They determined that the practices employed by DST successfully met or exceeded the goals and intentions of the CMMI model for services.

Benefits of implementing CMMI process improvements include:

• Improved quality
• Improved schedule
• Improved cycle time
• Increased productivity
• Project budget predictability
• Increased return on investment
• Increased customer satisfaction

“What makes DST stand out to me is how they deal with institutionalizing processes. There is monthly process training to review what has changed and provide a refresher to people who have not used a process in some time,” said David Quinn, director of Process Services at MOSAIC Technologies Group, Inc. and SEI certified SCAMPI lead appraiser.  “Compliance is regularly reviewed and non-compliance rapidly addressed. And perhaps most importantly, everyone contributes suggestions on how to improve process performance. People don’t waste time trying to get around the process; they use the process and then make it better to keep the processes relevant and meaningful.”

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