Service

Virtual Voices

by Wigent, Dave; Sinn, John W.; Adams, Mike

Social services departments in seven Ohio counties and a university banded together to serve an influx of applicants and improve service by implementing a virtual call center....


Open Access

Career Corner: Knowledge at Work

by Christopher, Rosemarie

There are numerous ways that knowledge workers can apply influential leadership principles and practices in their work to create stronger collaboration and better quality....


Measure for Measure: Student Teaching

by Shah, Dilip

While assisting laboratories with their measurement uncertainty estimation for ISO 17025 accreditation, I am frequently asked the question of when to use Student’s t-distribution....


Talent Show

by Leatherbury, Jon

When an HR team determined it could save its company millions of dollars through stronger retention of customer service (representatives, leadership raised a collective eyebrow and quickly asked HR to make it happen....


Quality in the First Person: Traffic Jam

by Schwartzman, Joel

This audit led me in a direction that I would never have dreamed of—and left me with a spectacular story to tell....


Volviendo a los Fundamentos: Logros y Resultados

by Westcott, Russell T.

When project objectives are set, the term “deliverables” is often used to specify those tangible things produced by the project. Two key factors, however, are often overlooked....


Open Access

Back to Basics: Outputs versus Outcomes

by Westcott, Russell T.

When project objectives are set, the term “deliverables” is often used to specify those tangible things produced by the project. Two key factors, however, are often overlooked....


Open Access

The True Test of Loyalty

by Hayes, Bob

The customer loyalty field has experienced much technological innovation, such as automated reporting portals and integration of attitudinal and behavioral data in customer relationship management applications, over the past decade....


Open Access

Back to Basics: A Call for Improvement

by Coifman, Harry

It’s a common perception that customer phone support is a resource-draining operation. This misconception results in many call center cost reduction projects but few process improvement initiatives. Basic tools can be used to improve a call center....


Upcoming Events

ASQ Service Quality Conference

Sept. 22–23, 2014 | San Francisco
Visit http://asq.org/conferences/service-quality/.

National Quality Education Conference

November 16–17, 2014 | Milwaukee
Visit http://asq.org/nqec/.

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