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Quality in Service
Why
Quality?

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The ability of a business...
Why Quality?

Read It In QP
QP Cover

Prepared for Battle
Defend yourself in any economy with sound quality management.
Peter Grossi

Riding the Storm Out
QP readers offer ideas for keeping your head above water during the recession.
(Members Only)

In a Perfect World
For former U.S. Treasury Secretary Paul O'Neill, good enough doesn't cut it.
Interview by Brett Krzykowski
(Members Only)








Why Quality in Service?

You face a special challenge: Meet customer needs while remaining economically competitive. Automated processes can make an impact, but services are still labor-intensive. There can be no substitute for high-quality personal interaction between service employees and customers. Use quality practices to:

  • Understand and improve operational processes.
  • Identify problems quickly and systematically.
  • Establish valid and reliable service performance measures.
  • Measure customer satisfaction and other performance outcomes.

Put Quality to Work for You

  • Flowchart – Tool
    Create a graphical representation of your process and reveal opportunities for improvement.
    May 2009
     
  • Innovation Generation – Free Webinar
    Peter Merrill shares how you can create an innovation process and an innovative culture.
    May 2009
     
  • Six Sigma MarketingSample Chapter
    Six Sigma and marketing forge a powerful, focused discipline to increase market share and revenues.
    May 2009

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