Mystery shopping (MS) can be a very valuable exercise for studying and evaluating service delivery performance within the banking industry. Using Six Sigma tools and hypothetical data, this case study tests the approach and results to gauge poor service from excellent service delivery. The MS approach is highly applicable as a balanced scorecard parameter to measure delivery within service centers.
The ASQ case study collection contains more than 1,700 examples of quality solutions to real-world problems.
Browse the collection, and learn how you can submit your own success story for publication.
Timothy Lozier of EtQ Inc. discusses how to measure compliance, how risk can drive new ways of looking at compliance, and the relationship between risk management and risk assessment.
ASQ webcasts feature authors, editors, speakers, and other subject matter experts delivering recorded presentations to share their knowledge, experiences, and lessons learned. Browse the collection.
A hard look at the importance of soft skills.
In 2013, ASQ unveiled groundbreaking research that creates a baseline of fundamental quality and continuous improvement practices around the world. Read more about the project and download the research reports.
An article in the October 2014 issue of the Journal for Quality and Participation shows how the International Team Excellence Award (ITEA) Process promotes the use of teams and the problem-solving criteria in a way that energizes organizations to commit to using employee participation strategies to achieve goals and sustainable success.
In the October 2014 edition of the Energy and Environmental Division Newsletter (Division members only), Gary L. Johnson presents an overview of the new revision of the E4 standard, the American National Standard presenting requirements for quality management systems for environmental programs.
This guide introduces a step-by-step approach for applying quality skills to the social responsibility (SR) needs of organizations. It defines integrated SR, provides talking points and case studies, and maps out a process for using quality to integrate SR into organizational strategy and daily operations.
ASQ will celebrate the fifth annual World Quality Month this November. Visit the World Quality Month website to find events, activities, and a tool kit with resources, including a planning guide to help your organization celebrate.
In the October 2014 issue of Quality Management Journal, Dennis R. Delisle and Valentina Freiberg offer a case study that demonstrates how the 5S framework is an effective and simple model for process design and improvement in a preadmission testing center.
This guide covers supply chain collaboration, planning, strategic sourcing, manufacturing, production, logistics, risk management, and performance metrics, in addition to corporate social responsibility.
Ivan G. Guardiola's article for Quality Approaches in Higher Education details how the pop-culture topic of a zombie apocalypse provided a large, unstructured problem to help teach operations research tools and methods in an engaging way.
Find more articles from the September 2014 issue focusing on student engagement, systematic quality improvements, and improving student support.
"We have learned that there is no direct correlation between employee satisfaction and productivity." - Douglas McGregor
This popular article from Quality Engineering presents the complete approach and strategy for defining, developing, and implementing a quality plan for a manufacturing company.