The Service Quality Division provides its members with several opportunities to continuously learn from and network with other Service Quality professionals. Events and projects include our Annual Service Quality Conference, our quarterly Competitive Advantage newsletter, and the member-led development of our Service Quality Body of Knowledge.
Similar to techniques used in Scrum (development) and other forms of Agile software development, Integrated Rolling Wave Planning iteratively plans for a project as it unfolds. This webinar will explore the IRW approach and how KGS was able to successfully implement it at the VA in order to provide tangible and meaningful mission effectiveness, ensuring Veterans received the benefits they earned and deserved. Presenter: Ian Richey, Vice President, Business Transformation Mr. Ian Richey, a published and recognized industry leader in quality management and performance improvement joined KGS in November 2011. As Vice President, Business Transformation, he supports the Chief Innovation Office (CIO) in the development of KGS’s Business Transformation Practice. Additionally, he will architect next generation solutions and lead quality and performance initiatives within the organization and for KGS’s clients. With more than 20 years consulting expertise to commercial and federal clients, Mr. Ric
- Filetype: mp4
- Publish date: 2014-08
Lean Six Sigma has been around for a lot of years now - over twenty in fact. Total Quality Management or TQM has been around even longer. So you may have thought that everything was fixed by now. Not quite. In spite of the ever-growing army of Green Belt and Black Belts who are busy digesting process improvement (DMAIC) projects, the rate of new process problem creation appears to exceed the rate of process problem resolution. The rework factory is running flat out on three shifts and we aren’t catching up! The only way we’ll ever make real progress on process quality is to upgrade our design practices so processes behave properly right from the start. Process design is a critical skill for every organization – but it’s too often left to chance. Every day, folks are busy designing new processes with not much more to work with than good intentions. Not surprisingly, the solution is to design the process that is used to design processes. This presentation will present a pro
- Filetype: mp4
- Publish date: 2014-06
In this presentation, the audience will learn about quality practices of companies that have prospered for 200 years and longer. In one case, the company has been passed down through 46 generations of management and yet has maintained a set of core quality practices that have enabled it to succeed for 1300 years, even as the society around it changed significantly. We will explore the relationship between quality and sustainability, and establish how long lived companies have successfully integrated quality practices to gain both a competitive advantage as well as create highly treasured organizations that have sustained their owners and employees over the centuries. We will learn about the six fundamental quality management paradoxes that all managers must resolve, review some of the solutions that these long lived companies have developed for themselves, and assess how their solutions supported both sustainability and quality management. Finally, we will arrive at a new understanding of what
- Filetype: mp4
- Publish date: 2014-03
How To Make A Difference With Service Quality September 22-23, San Francisco, CA
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