Service
Talent Show
When an HR team determined it could save its company millions of dollars through stronger retention of customer service (representatives, leadership raised a collective eyebrow and quickly asked HR to make it happen....Volviendo a los Fundamentos: Logros y Resultados
When project objectives are set, the term “deliverables” is often used to specify those tangible things produced by the project. Two key factors, however, are often overlooked....Quality in the First Person: Traffic Jam
This audit led me in a direction that I would never have dreamed of—and left me with a spectacular story to tell....
Back to Basics: Outputs versus Outcomes
When project objectives are set, the term “deliverables” is often used to specify those tangible things produced by the project. Two key factors, however, are often overlooked....The True Test of Loyalty
The customer loyalty field has experienced much technological innovation, such as automated reporting portals and integration of attitudinal and behavioral data in customer relationship management applications, over the past decade....Back to Basics: A Call for Improvement
It’s a common perception that customer phone support is a resource-draining operation. This misconception results in many call center cost reduction projects but few process improvement initiatives. Basic tools can be used to improve a call center....Volviendo a los Fundamentos: Una Llamada Para Mejorar
Es una percepción común de que la asistencia telefónica al cliente es un gasto de recursos de la operación. Esta idea errónea resulta en muchos proyectos de reducción de costos en Centros de Atención Telefónica....Career Corner: Ready, Aim, Fire
Within an organization, the three elements and the outcome are typically something like policy + strategy + tactical plan = goal attainment. Specifically, “ready, aim, fire.” Think of this approach as you would an arrow hitting a target. You might say a w...
A Less Costly Billing Process
Applying lean Six Sigma techniques can identify root causes, streamline the billing process and reduce errors. After describing the concepts of lean and Six Sigma, this article illustrates how companies can apply lean Six Sigma techniques to identify root...
In this month’s QP, A.V. Feigenbaum outlines five areas quality professionals must focus on to help their companies succeed as the economy recovers. The article is based on remarks he presented at ASQ’s World Conference on Quality and Improvement in May 2009. For a preview of this article, listen to an interview with Feigenbaum from earlier this year and see his conference presentation. You can also check out his past QP articles.
65th Annual Deming Conference of Applied Statistics
December 7–11 | Atlantic City, NJ
Call Walter Young at 610-989-1622 or e-mail demingchair@gmail.com.
Lean and Six Sigma in Product Development Conference
December 8–10 | Miami, FL
Call Worldwide Conventions and Business Forums at 800-959-6549 or visit www.wcbf.com/quality/5101.
ASQ members exchange comments, suggestions, questions and ideas inspired by articles or letters in Quality Progress.
