The Service Quality Body of Knowledge (SQBOK)

To meet the knowledge and professional development needs of the service quality community, the ASQ Service Quality Division has developed the Service Quality Body of Knowledge (SQBOK).

Designed to cover the nuances and key attributes of service, relevant quality tools, and how to effectively deliver quality services that satisfy customers, the SQBOK includes these categories:

• Key service quality concepts - customer and market focus, employee focus, communication, service delivery
• Topics in service quality management - leadership, strategic development and deployment, service management systems, process management, measurement and analysis, information management, environment and infrastructure

     View the SQBOK framework of topics

     See tools you can use anywhere to improve service quality

     See training, books, articles, and other resources for building your knowledge
     in each category of the SQBOK

Help Shape the Future of the SQBOK
The SQBOK team needs your help! Please take a 15-question survey to help evaluate progress and potential next steps.

Interested in joining the team? At the end of the survey, you'll have a chance to volunteer.

      Take the SQBOK survey now

Learn More About the SQBOK
Key definitions and scope
Supporting development materials
SQBOK Charter (DOC, 45 KB)

Thank You!
Dozens of volunteers helped develop the SQBOK framework, tools, and other resources.