Future Role of the Quality Professional in Service Organizations

Article

Aubrey, Charles   (1999, ASQ)   American Express, New York, NY

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18813    September 1999    pp. 1-16
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Article Abstract

[PowerPoint presentation slides only.]

The quality professional is a member of management closely tied with financial planning, control, and improvement. Planning responsibilities cover discovery and designing for customer needs, designing to prevent errors and improve economics, and documenting and implementing lessons learned. Control responsibilities include measurements based on customer criteria, monitoring indicators and the cost of poor quality, and maintaining statistical process control. Responsibilities for improvement are numerous and focus on structure, projects, and end results. The quality professional must be broadly knowledgeable and search for opportunities to promote quality results through managers, leaders, and line staff. Ideally, the chief quality officer is a senior manager offers strategic guidance focused on the long term, customer needs, and company - wide results.

Keywords

Quality improvement (QI),Quality management (QM),Service sector,Strategic planning,Leadership,Management,Quality control (QC)


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