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