More webinar recordings can be found in the Service Division library. Click on Key Word "Webinar"
The webinar examines the impact on SLAs as operational efficiencies and staffing levels change. It provides an opportunity to see how to model and simulate a real-life process for customer reported problems, and how changes in staffing or targeted improvements can impact the overall end-to-end cycle times for product and non-product change problems. Presented by John Kendrick.
Service Quality Body of Knowledge Update
Learn what has been accomplished so far, what the next phase will be, what will be presented at ASQ's World Conference on Quality and Improvement, and opportunities for involvement.