The Service Quality Body of Knowledge (SQBOK)
To meet the knowledge and professional development needs of the service quality community, the ASQ Service Quality Division has developed the Service Quality Body of Knowledge (SQBOK).
Designed to cover the nuances and key attributes of service, relevant quality tools, and how to effectively deliver quality services that satisfy customers, the SQBOK includes the following categories:
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Key service quality concepts - customer and market focus, employee focus, communication, service delivery
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Topics in service quality management - leadership, strategic development and deployment, service management systems, process management, measurement and analysis, information management, environment and infrastructure
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Recommended service quality tools organized by type of task - communication; data analysis; data collection and measurement; idea generation; planning, organizing, and prioritizing; process analysis; process sustainment; root cause analysis
More Information About the SQBOK
Key definitions and scope
Supporting development materials
Service quality resources
Many thanks to the dozens of volunteers who helped in the development of this material.
