Anyone involved in service quality, customer service, sales, or marketing.
This is part of ASQ's series on Service Quality Measurement. The series includes modules on planning for measuring service quality, efficiently and effectively measuring service quality, analyzing service quality data and writing surveys to collect Service Quality data. Customer loyalty means everything to your business. You need to make sure your service quality meets and exceeds expectations. Where do you start? Planning begins with assessing your organization's current state. Once this is identified, the course moves into how to drive business results with your measurement systems. Finally, you'll move into planning for and implementing improvements to your measurement system. You will use your organization's information to create your own 'case study' and have practical 'next steps' to improving your planning process.
As a prerequisite, please bring your organization's:
1. Mission, vision, and values statements
2. High-level strategic plan
3. Organization chart
4. Process map/flow of one of your organizational processes