Quality in Service News

Improving the Invoicing Process of a Consulting Company

ASQ Service Market — Thu, 12 Jan 2012 20:50:23 +0000

An improvement project for an invoicing process at an IT and business services-company sought to reduce the throughput and processing time.

Quality and Brand Go Hand in Hand

ASQ Service Market — Tue, 10 Jan 2012 21:08:07 +0000

In the winter issue of Competitive Advantage (members only), John Iverson discusses quality as it relates to brand value, emphasizing the importance of a coordinated effort by marketing, quality, and delivery for long-term success in branding.

Maintaining the Reality of Government as a Service

ASQ Service Market — Tue, 13 Dec 2011 21:40:49 +0000

In the latest issue of Government Division News (members only), Rich Mallory suggests three areas to guide governments to quality practice: performance management, process certification, and consensus-based goal setting. Also in this issue: a look back at a cycle of improvement in Georgia and a case study on tornado crisis response in Alabama.

Quality as a Service

ASQ Service Market — Tue, 09 Aug 2011 22:12:00 +0000

In the Summer 2011 Competitive Advantage, Lotto Lai examines the testing and certification industry in Hong Kong and encourages readers to think of quality as a kind of service. Also in this edition, Brian Gallipeau shows how treating performance reviews as tools for increasing managerial effectiveness can make them more useful in achieving organizational goals. Competitive Advantage is a member-benefit publication of the Service Quality Division.

Service Quality Tools You Can Use

ASQ Service Market — Fri, 29 Jul 2011 12:39:39 +0000

As part of the Service Quality Division's Service Quality Body of Knowledge (SQBOK) project, a collection of 100 tools is available. Read descriptions of the tools along with instructions on how to use them, and see service-specific examples.

Avoiding Service Quality Disasters

ASQ Service Market — Tue, 10 May 2011 20:09:11 +0000

Joseph De Feo of the Juran Institute explains steps you can take and tools you can use to prepare for and avoid service quality disasters. View the Webinar from the Service Quality Division.

Texas Restaurant Excellence

ASQ Service Market — Fri, 22 Apr 2011 21:17:25 +0000

In 2010, K&N Management became the second food service recipient of the Malcolm Baldrige National Quality Award and the first restaurant group ever to receive the Texas Award for Performance Excellence.

Five Best Practices for Excellence in Service Delivery

ASQ Service Market — Fri, 04 Mar 2011 00:21:18 +0000

In the Spring 2011 issue of "Competitive Advantage," Joseph A. De Feo explores how the best service providers define excellence and offers five simple best practices you can apply to your organization.

Living and Breathing Service Quality

ASQ Service Market — Tue, 16 Nov 2010 20:49:12 +0000

The Service Quality Division invites members to a Webinar about the Service Quality Body of Knowledge (SQBOK). "Breathe in" the contents of the SQBOK and learn about "living" the SQBOK through application. Attend the Webinar, led by John Iverson, senior program manager at Vangent and SQBOK project leader, on November 19 at 11:00 Eastern Standard Time, 10:00 Central.

Service Quality Body of Knowledge, Version 2.0

ASQ Service Market — Fri, 17 Sep 2010 15:33:26 +0000

Version 2.0 of the Service Quality Body of Knowledge (SQBOK) is available on the Service Quality Division website. First published online in 2009, the updated SQBOK framework of topics now includes more detailed contextual descriptions. Also new in 2010: a growing library of tools aligned to the categories in the SQBOK.

Learn to Write a Quality Manual

ASQ Service Market — Tue, 22 Jun 2010 21:35:59 +0000

Need to create a quality manual that conforms to ISO 9001:2008? Read about how to create one, and download an example written by Graeme C. Payne for a service-providing organization.

ASQ Healthcare Quality Coaches' Radio Interview on "Detroit Today"

ASQ Service Market — Tue, 07 Jul 2009 20:43:41 +0000

With tools taken from the assembly line, local automotive quality engineers volunteer in a unique Michigan program to help doctors improve patient care and make their offices more efficient. The engineers serve as quality coaches, and look to improve processes and reduce wasted time and effort. Rose Steiner and Lou Ann Lathrop discuss the beginnings of the program and what they hope to accomplish for patients and healthcare in Detroit. Steiner is the director of Michigan Improving Performance in Practice. Lathrop is a former GM engineer and member of ASQ. ASQ recruits quality coaches for the program.

ISO 26000: Why did the U.S. vote no?

ASQ Service Market — Thu, 09 Apr 2009 14:02:33 +0000

The latest draft of ISO 26000, the upcoming standard on social responsibility, received two-thirds approval from the international committee developing it. But the contingent from the United States voted no. In this mp3 interview Bowers, immediate past president of the U.S. group, explains why the United States didn't support the current draft, and why she believes ISO 26000 is still on track for a 2010 release. (5:13)

Sweet, Delicious Social Responsibility

ASQ Service Market — Mon, 23 Mar 2009 18:57:38 +0000

Jerry Greenfield, of Ben and Jerry's Ice Cream fame, speaks with ASQ's John Van Slyke about how and why social responsibility has been at his company's core since its inception - and how they've turned the notion that SR hinders profitability on its head.

Driving Higher Workplace Performance: Using Analytics, Dashboard Metrics, and Soft Skills to Improve Results

ASQ Service Market — Mon, 16 Mar 2009 22:11:51 +0000

"The ability of a business to motivate and inspire its workforce is a prerequisite to successfully improving people-dependent processes." -Bruce Ennis, Lean Six Sigma Master Black Belt & ASQ Senior Member