ASQ - Government Division
ASQ Government Division
In this Issue:
March 2007

Chair's Corner
Editorial Commentary
Featured Articles
New Information and Events

  Annual Leadership Dialogue in Orlando


Chair's Corner
by Guy Gordon

Having Your Say
Listening to the Voice of the Customer is among the key basic principles of quality and a proven method of ensuring the strategic direction of any organization is founded on solid ground. In late 2006, the Government Division invited all 1000 members to participate in an online survey and tell us what they think. One hundred and four (10%) of our members took the time to tell us how we are doing. Thank you.

The survey results and analysis are posted under the About button on

Please help us gain a better understanding of exactly what members had in mind when they ranked resources, support, and training as the main reason they belong to the Government Division. We would like your thoughts on the subject. Send us your resources, support, and training needs.

This effort to listen to the Voice of Customer has proved to be extremely helpful. We now have a benchmark from which we, as division leaders, can measure progress over the next several years. The data and comments seem to indicate we have a solid base from which to build content and a value proposition. However, a key challenge remains to communicate to members and a wider audience how current and future programming will serve their needs and priorities. Most important, the survey points us in the proper direction and begins what will be an ongoing dialogue that will inform and direct strategy � a living strategy. 

Have your say � contact us at:

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Editorial Commentary
by Howard Schussler

Welcome back to the Government Division newsletter. This issue will be the start of a new era. As a way of leveraging available technology and reader interests and demand, we will be using this new format for our electronic-only newsletters, and will anchor those with a few hard copy editions.

In his Chair�s Corner, Guy Gordon shares survey feedback and asks for your help in refining those data. As the newsletter editor, I have a distinct bias and was pleased to find out that most of you were aware of the newsletter and indicated a reasonable level of satisfaction. As we�ve done in the past, we would truly and sincerely appreciate your feedback as to how we might improve the newsletter or make it more useful and entertaining for you. Drop me a line at: with your thoughts; we�ll include it in the next newsletter and really stimulate some dialogue among members and readers. 

We have two feature articles in this issue on the link between technology and customer-centered service, which has been a recurring theme for the Government Division. These two outstanding contributions explore this link for your information and reading pleasure. Scroll to Feature Articles below.

I would like to take a minute of your time to link the themes of technology, customer service, and the goals of the Government Division. We exist to serve as a medium or vehicle for dialogue, discussion, and learning. I believe the newsletter can be more of an interactive tool. Ideas read about in the newsletter can be discussed via the Discussion Board. Your letters to the editor can lead to more and better articles. Webinars can be developed to more fully explore topics with the help of experts and experienced practitioners. Future Leadership Dialogues can bring these experts together with other members. If we are truly a learning community, then the division�s services need to become seamlessly interconnected. This brings me back to you, our members. Perhaps I�m being selfish, but, the more members who participate, the greater the diversity of ideas being shared, the more opportunity we have to learn from each other and grow. Enjoy the issue and let us know what you�d like to see next.

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Featured Articles

This issue�s feature articles and many others can be found in the Government Division Forum Library. Click on the links below or go to The Forum Library button is found along the left column; then click on Customer Service. You will need your membership number and password. Call ASQ at 800-248-1946, if you have trouble logging on.

130 Years Onward�Some Essential Practices for Improving Citizen-Centered Telephone Service Within Today�s Public Sector
In this article Josh Watts reports on recent research and developments in the field of best practices in telephone service delivery.

Answering the Call
Cathy Ladds presents the Institute for Citizen-Centered Service (ICCS) findings from an inter-jurisdictional client research study that helps public sector managers turn a service delivery channel with some hang-ups into a ringing success.

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New Information and Events

The Government Division Business Meeting
Join us, meet other members, and help us plan for the future.  This meeting is held in conjunction with the ASQ World Conference for Quality and Improvement, and all members are welcome.  Make your travel plans to allow attendance at this meeting on Sunday, April 30, from 1:00-5:00 p.m. More details will be sent to Government Division members who are registered to attend the ASQ World Conference.  For conference details:

4th Annual Government Division Leadership Dialogue
World Class Government�Private vs. Public Sector
This event is also held in conjunction with ASQ�s World Conference for Quality and Improvement, following the conference on Thursday, May 3. For information about registration, please contact

The Maxwell School of Syracuse University Collaborative Governance Initiative Announces E-PARC
E-PARC, free online resources for those who teach collaborative public management, collaborative governance, and collaborative problem solving around the world, will be launched by summer 2007. 

All materials will be downloadable free of charge. We are seeking syllabi, cases, simulations, videos, and other teaching materials concerning collaborative public management, collaborative governance, collaborative problem solving, and collaboration generally.  To contribute a case, syllabus, or other teaching materials, please contact Rosemary O'Leary, Distinguished Professor, at

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Member Services

Opt Out Information:

To opt out of future ASQ division related e-mails, please visit the Division Opt Out Page.

ASQ'S Customer Care Center:

PHONE: 800-248-1946 (United States and Canada only) or 414-272-8575
001-800-514-1564 (Mexico)
FAX: 414-272-1734
MAIL: American Society for Quality
600 N. Plankinton Ave.
Milwaukee, WI, 53203, USA
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