Service
Measure for Measure: Student Teaching
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
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
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
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....
Back to Basics: Outputs versus Outcomes
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....The True Test of Loyalty
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....Back to Basics: A Call for Improvement
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....Volviendo a los Fundamentos: Una Llamada Para Mejorar
Es una percepción común de que la asistencia telefónica al cliente es un gasto de recursos de la operación. Esta idea errónea resulta en muchos proyectos de reducción de costos en Centros de Atención Telefónica....A Less Costly Billing Process
Applying lean Six Sigma techniques can identify root causes, streamline the billing process and reduce errors. After describing the concepts of lean and Six Sigma, this article illustrates how companies can apply lean Six Sigma techniques to identify root...
American Statistical Association Conference on Statistical Practice
February 16–18 | Orlando, FL
Visit www.amstat.org/meetings/csp/2012/index.cfm.
ASQ Lean and Six Sigma Conference
February 27–28 | Phoenix, AZ
Visit http://asq.org/conferences/six-sigma.
ASQ members exchange comments, suggestions, questions and ideas inspired by articles or letters in Quality Progress.
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