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 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.