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.
In a conference presentation (members only) newly available from the ASQ Audit Division, Lance Coleman details four phases of audit program evolution: compliance seeking, compliance maintenance, risk managing and continuously improving, and achieving delightful results.
The Audit Division also seeks proposals for its 2015 conference to be held in Reno, Nevada. Learn about conference focus areas and see full submission guidelines (PDF).
This members-only best practices report describes effective enterprise risk management program leadership and focuses on transforming an organization’s approach from a compliance-driven mind-set to one that supports strategy execution. Case studies from Rockwell Collins Inc., LEGO Group, Exxaro Resources Ltd., and Paychex Inc. are included.
ASQ's Certified Quality Improvement Associate (CQIA) certification is designed to introduce the basics of quality to organizations and individuals. Use this book as a guide in preparing to take the exam and as a foundation for further study and application of quality principles and practices worldwide.
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.
"Quality improvement is a do-it-yourself effort." - Steven George
This popular article from Quality Engineering presents the complete approach and strategy for defining, developing, and implementing a quality plan for a manufacturing company.