|In this Issue:
New Information and
Leadership Dialogue in Orlando
by Guy Gordon
Having Your Say
Listening to the Voice of the
Customer is among the key basic principles of quality and a
proven method of ensuring the strategic direction of any
organization is founded on solid ground. In late 2006, the
Government Division invited all 1000 members to participate in an
online survey and tell us what they think. One hundred and four
(10%) of our members took the time to tell us how we are doing.
The survey results and analysis are posted under the About button
Please help us gain a better understanding of exactly what
members had in mind when they ranked resources, support, and
training as the main reason they belong to the Government
Division. We would like your thoughts on the subject. Send
us your resources, support, and training needs.
This effort to listen to the Voice of Customer has
proved to be extremely helpful. We now have a benchmark from which
we, as division leaders, can measure progress over the next several
years. The data and comments seem to indicate we have a solid base
from which to build content and a value proposition. However, a key
challenge remains to communicate to members and a wider audience how
current and future programming will serve their needs and
priorities. Most important, the survey points us in the proper
direction and begins what will be an ongoing dialogue that will
inform and direct strategy � a living strategy.
your say � contact us at: email@example.com
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Welcome back to the Government Division newsletter. This issue
will be the start of a new era. As a way of leveraging available
technology and reader interests and demand, we will be using this
new format for our electronic-only newsletters, and will anchor
those with a few hard copy editions.
In his Chair�s Corner, Guy Gordon shares survey feedback and asks
for your help in refining those data. As the newsletter editor, I
have a distinct bias and was pleased to find out that most of you
were aware of the newsletter and indicated a reasonable level of
satisfaction. As we�ve done in the past, we would truly and
sincerely appreciate your feedback as to how we might improve the
newsletter or make it more useful and entertaining for you. Drop me
a line at: firstname.lastname@example.org with your
thoughts; we�ll include it in the next newsletter and really
stimulate some dialogue among members and readers.
We have two feature articles in this issue on the link between
technology and customer-centered service, which has been a recurring
theme for the Government Division. These two outstanding
contributions explore this link for your information and reading
pleasure. Scroll to Feature Articles below.
I would like to take a minute of your time to link the themes of
technology, customer service, and the goals of the Government
Division. We exist to serve as a medium or vehicle for dialogue,
discussion, and learning. I believe the newsletter can be more of an
interactive tool. Ideas read about in the newsletter can be
discussed via the Discussion Board. Your letters to the editor can
lead to more and better articles. Webinars can be developed to more
fully explore topics with the help of experts and experienced
practitioners. Future Leadership Dialogues can bring these experts
together with other members. If we are truly a learning community,
then the division�s services need to become seamlessly
interconnected. This brings me back to you, our members. Perhaps I�m
being selfish, but, the more members who participate, the greater
the diversity of ideas being shared, the more opportunity we have to
learn from each other and grow. Enjoy the issue and let us know what
you�d like to see next.
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This issue�s feature articles and many others can be found in the
Government Division Forum Library. Click on the links below or go to www.asq.org/gov.
The Forum Library button is found along the left column; then click
on Customer Service. You will need your membership number and
password. Call ASQ at 800-248-1946, if you have trouble logging on.
Years Onward�Some Essential Practices for Improving Citizen-Centered
Telephone Service Within Today�s Public Sector
article Josh Watts reports on recent research and developments in
the field of best practices in telephone service delivery.
Cathy Ladds presents the Institute for
Citizen-Centered Service (ICCS) findings from an
inter-jurisdictional client research study that helps public sector
managers turn a service delivery channel with some hang-ups into a
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New Information and Events
The Government Division Business Meeting
us, meet other members, and help us plan for the future. This
meeting is held in conjunction with the ASQ World Conference for
Quality and Improvement, and all members are welcome. Make
your travel plans to allow attendance at this meeting on Sunday,
April 30, from 1:00-5:00 p.m. More details will be sent to
Government Division members who are registered to attend the ASQ
World Conference. For conference details: http://wcqi.asq.org
4th Annual Government Division
Class Government�Private vs. Public Sector
This event is also
held in conjunction with ASQ�s World Conference for Quality and
Improvement, following the conference on Thursday, May 3. For
information about registration, please contact email@example.com.
The Maxwell School of Syracuse University Collaborative
Governance Initiative Announces E-PARC
online resources for those who teach collaborative public
management, collaborative governance, and collaborative problem
solving around the world, will be launched by summer
All materials will be downloadable free of charge. We
are seeking syllabi, cases, simulations, videos, and other
teaching materials concerning collaborative public management,
collaborative governance, collaborative problem solving, and
collaboration generally. To contribute a case, syllabus, or
other teaching materials, please contact Rosemary O'Leary,
Distinguished Professor, at firstname.lastname@example.org.
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ASQ'S Customer Care Center:
||800-248-1946 (United States and Canada only) or
||American Society for Quality
600 N. Plankinton
Milwaukee, WI, 53203, USA