The Service Quality Body of Knowledge (SQBOK) Team
Thank you to the more than 100 Service Quality Division member leaders who have volunteered their time and expertise to help codify the SQBOK.
The Service Quality Division formally launched the SQBOK effort in 2007. Since then, more than 60 member leaders have participated on 13 focused teams, with dozens of additional volunteers providing review and feedback along the way.
As the needs of the project have changed, each team has also seen changes in size and composition. The following list identifies the member leaders who have played roles on SQBOK teams over the course of the last three years.
Steering Committee
John Iverson (project leader), Jen Piccotti, Rob Houle, Leejay Acham, Lori Dellinger, Kenneth DeVane, Tom Kubiak, Doreen Lewis, Michael McDermott, Leia Patzernuk, Noel Wilson
Editorial/Crosswalk Team
Michael McDermott, Michael Breard, Karen Greco, Jose Miranda
Framework Assembly and Updates
John Iverson, Leejay Acham, Lori Dellinger, Grace Duffy, Doreen Harris, Tom Kubiak, Jen Piccotti, Andrea Primus, Dave Renslow, Rachel Strother
Industry Crosswalk Team
Tom Baldrick, Alan Bruno, Lori Dellinger, Tom Kubiak, Ryan Magnon, Karen Schultz
Knowledge Level Team
Doreen Lewis, Lisa Lechton, Nicholas John Trimbach
Resource Team
John Iverson, Lori Dellinger, Leejay Acham, Anthony (Tony) J. Adams, Ondiappan Arivazhagan, Don Benbow, Paul Capozzi, Peter Crosson, Luis Fernandez Dalo, Gary Gehring, Barbara Graham, Shirley Gregory, Richard Herczeg, Darcia Keplin, Tonis Kilp, Tony Korycki, Tom Kubiak, Doreen Lewis, Hank Marquis, R. Daniel Meyer, Sebin Augustine Panicker, Judy Pearlson, Len Pederson, Jen Piccotti, Andrea P. Primus, Leah M. Radix, Owen Ramsay, Daniel Reece, Shakil Rehman, Dave Renslow, Dale Seitzer, Sharad Sharma, Garth Smitman, Melanie Smythe, Brendan Spiro, Rachel Strother, Arvind S. Tripathi
Subcommittees
- Communication
Jen Piccotti, Jeanne Eng, Thomas Fessenden, Dixie Gillespie, Michael McDermott, Lyani Valle - Customer Focus
Leejay Acham, Catherine Hader, Jeff Israel, David Renslow, Anne Schwarz, Anshuman Tiwari - Management Principles
John Iverson, Doreen Harris, Leonard Pederson, Stephanie Sabra, Karen Schramm - Measurement
Candida Tomlin, Bob Campbell, Brian DeNiese, Grace Duffy, Michael Dydo, John Kendrick, Garth Smitman - Quality Systems
Doreen Lewis, Michael Breard, Steve Guns, Andrea Primus, Rachel Strother
Tools Team
Leia Patzernuk, Lori Dellinger, Marc D. Albanese, Dianne Busse, Tom Fessenden, Cyrus Hoseini, Patty Laarveld, Tracee (Lewis) Humes, Scott Pammer, Kristal Ray, Gary Strader, Ruben Trevino, Jean-Marie Cote, Carl Lobaugh, Brian Gallipeau
Training Team
Tom Kubiak, Andrea P. Primus, Daniel Reece, Karen Greco, Joseph Diliberto
Expert Advisers
Ron Atkinson, Grace Duffy, Liz Keim, Russ Westcott
Join the Team!
Join the effort to keep the SQBOK growing. Please take a 15-question survey to help evaluate progress and potential next steps. At the end of the survey, you'll have a chance to volunteer to join the team.
