Quality Assurance

Professional Practices Management System

PPMS is a management system for collection agencies based upon developing, implementing and adhering to a set of industry-specific professional practices and policies.

The ACA International PPMS program includes 18 basic elements. Developing and documenting a PPMS is the core of the ACA International Agency Certification program.

  1. Those which relate to the overall management of the business.
  2. Those which relate to the business activities.
  3. Those which provide support to the businesses activities.
  4. Those which provide client confidence.

The PPMS is not a prescriptive program—this is not a cookie-cutter or one-size-fits-all industry—nor is it a single recipe for effective management. Through the PPMS program, a company will have the freedom to define its own procedures.

Basic Elements

This section provides an overview of the PPMS program and details on its 18 elements.

  1. Management Responsibility: Reviewing vision, mission, goals and expectations.
  2. Management System: Writing company policies, procedures and work instructions.
  3. Review of Client Issues: Determining company’s ability to meet client’s needs and expectations.
  4. Document & Data Control: Maintaining both electronic and paper documents—policies, procedures, work instructions—and removing obsolete information.
  5. Purchasing: Managing the purchasing process – major products and services only.
  6. Control of Client & Customer Supplied Data: Securing and controlling all data flowing into the office.
  7. Data Identification & Traceability: Understanding company information and where it belongs.
  8. Process Control: Maintaining procedures or instructions for consistent performance—new business entry, cash application collection call, etc.
  9. Inspection & Testing: Testing, reviewing and verifying planned work processes—new business entry, cash application, collection call, etc.
  10. Inspection & Test Status: Verifying that company processes occur in sequence.
  11. Identification of Nonconformity: Identifying and recording mistakes or problems. Corrective Action,
  12. Preventive Action & Continuous Improvement: Correcting and preventing problems by finding a better, faster or more reliable way to accomplish work.
  13. Handling, Storage, Preservation & Delivery: Disaster planning and delivery of information.
  14. Management of Records / Data: Handling, storing, retrieving and depositing of information.
  15. Internal Management Audits: Ensuring procedures and policies are followed and the management system is working by having all departments inspected on a regular basis.
  16. Training: Continuous training of all staff.
  17. Process & Client Satisfaction Measurements: Measuring results internally and externally.
  18. Information Management Systems & Technical Infrastructure Administration: Ensuring availability of systems; integrity of applications and data; and confidentiality of information.