Service Quality Tools

The SQBOK team is creating a collection of more than 100 quality tools service quality professionals can use on the job. Follow the links in the table to learn more about the tools and to see service-specific examples. More tools coming every week!   

 
Customer and Market Focus
Employee Focus
Communication
Service Delivery
Leadership
Strategic Development and Deployment
Service Management Delivery
Process Management
Measurement and Analysis
Information Management
Environment and Infrastructure
360° feedback assessments   X                  
5 Hows       X       X X   X
5 Whys       X       X X   X
Affinity process                X     X
Analytic hierarchy process (pair wise)                 X    
Analysis of variance (ANOVA)               X X    
Attribute agreement analysis                 X    
Audit plan        X       X      
Balanced scorecards/dashboards  X                 X  
Benchmarking  X     X   X   X X   X
Box plot               X X    
Brainstorming (tools)       X       X     X
Capability analysis               X      
Change management processes       X       X   X  
Check sheet       X       X      
Client contracts  X         X          
Code of conduct   X                  
Communication plan      X   X            
Complaint tracking                  X    
Confidence interval       X         X    
Continual improvement tracking                   X  
Control chart        X       X X    
Control plan        X     X   X    
Corrective/preventive actions                    X  
Correlation       X         X    
Cost benefit analysis        X       X X   X
Cp and Cpk                 X    
Critical success factors    X                  
Critical success measures    X                  
Customer feedback (voice of the customer)                      
Customer satisfaction survey                      
Cycle time analysis (lead time)        X       X X    
Data collection plan        X     X X X    
Data mining       X       X X    
Design of experiments (DOE)               X X    
Employee satisfaction survey                       
Ethics policies   X                  
Fishbone diagram        X       X X   X
Flowcharts/work instructions/procedures           X       X  
Failure modes and effects analysis (FMEA)        X       X X    
Focus groups    X   X         X   X
Force field       X         X    
Gantt chart             X       X
Gauge linearity and bias study                 X    
Gage/gauge repeatability and reproducibility (R&R)        X         X    
Goals and objectives         X            
Histogram       X       X X    
House of quality (QFD)              X       X
Idea maps       X       X     X
IDEF0 (integration definition for function modeling)       X         X    
Integrated definition methods               X      
Job descriptions   X                  
Kano analysis  X             X X   X
Key performance indicators (KPI)       X       X     X
Knowledge bases/information libraries                   X  
Management by walking around   X                  
Market research X                    
Maslow hierarchy of needs   X                  
Meeting evaluation               X      
Muda walk       X       X     X
Multivoting (nominal technique)                     X
Mystery shoppers                 X    
Needs analysis           X          
Newsletters     X                
Nominal group technique (NGT)       X       X     X
Pareto chart               X X    
Performance reviews   X                  
Performance scorecard                      
Personality type assessments   X                  
Predictive modeling       X              
Process maps   X   X       X      
Project charter  X X         X X     X
Project plans   X                  
Project prioritization matrix                      X
Queuing theory        X       X      
RACI (responsible, accountable, consulted, informed)                      
Radar chart                  X    
RASIC (responsible, approves, supports, is informed, is consulted) chart  X X X                
Recognition and rewards strategies/programs   X     X X          
Regression               X X    
Risk assessment analysis                X      
Run charts               X X    
Scatter plot                 X    
Service level agreement (SLA)        X   X X X      
SIPOC (suppliers, inputs, process, outputs, customers)  X   X X       X      
SOAR (strengths, opportunities, aspirations, results)           X   X      
Social media forum (blog, FAQ)  X                    
Spaghetti diagram        X       X      
Stakeholder analysis  X     X     X X     X
Stated values: beliefs and principles         X            
Statement of work  X                    
Statistical hypothesis test                 X    
Storyboard       X       X     X
Strategy map           X          
Succession plans   X                  
Survey  X X   X X     X X   X
Strengths-weaknesses-opportunities-threats (SWOT) analysis  X X       X   X      
System controls and security                    X  
Theory of constraints                X      
Time studies        X       X     X
Training/competency matrix   X       X       X  
Value stream map        X       X      
Vision/mission/values statements         X X          
Voice of the customer (VOC)    X   X   X   X X   X
Work instructions   X                  
Working styles   X                  
XY matrix                 X    


Back to the SQBOK framework

SQBOK Home

ASQ News

Watch ASQ Weekly for updates!