WELCOME
The Service Quality Division seeks to provide its members with several opportunities to continuously learn from and network with other Service Quality professionals. Events and projects include our Annual Service Quality Conference, our quarterly Competitive Advantage newsletter, and, most recently, the member-led development of our Service Quality Body of Knowledge.
Featured Content
Can You Prove Your Continuous Improvement Projects are Profitable?
- Filetype: doc
- Publish date: 2007-01
- Keywords:Continuous Improvement
Service Quality and the Customer
- Filetype: doc
- Publish date: 2007-01
- Keywords:Quality Management
Process Improvement with the Customer In Mind
- Filetype: doc
- Publish date: 2007-01
- Keywords:Process Management
Learning Opportunities
Three New Service Quality Virtual Courses Launched by ASQ
Register for all three courses taking place in November and save $200! Register for two of the three courses taking place in November and save $150! The deadline for this special offer is October 16. *To receive this offer, please call 800-248-1946 and mention priority code SVJFD89.
Service Quality Measurement: Planning : This course helps you identify your organization's actual state of service quality-not just measure customer satisfaction. You will compare various improvement strategies and implement plans through analysis of existing service quality data. By the end of the course you will be able to recommend specific tactics and use the data for actual business decisions. November 6, 2009 • $450 (members) $550 (nonmembers) Course ID #2301
Service Quality Measurement: Measuring:Measurement allows you to obtain tangible and objective customer survey results that can be used for competitive analysis and/or strategic planning. This information can be used to improve customer satisfaction and loyalty while addressing identified concerns. November 17, 2009 • $450 (members) $550 (nonmembers) Course ID #2302
Service Quality Measurement: Analyzing: In this course you will identify appropriate customer data, draw conclusions, and/or make recommendations for improvement. This includes the use of such tools as customer "listening posts" to spot market trends before your competitors do . You will also learn how to use the 7 Quality Tools for setting service quality priorities and improve loyalty and market share. November 20, 2009 • $450 (members) $550 (nonmembers) Course ID #2303
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