Back to Basics Registration is Now Open!

Registration for the Back to Basics: Delivering First-Time Resolution is now open!  To guarantee your spot, please register here.  Space is limited to 24 participants, so don’t delay.


Updated details about the event follow:


Back to Basics:  Delivering First-Time Resolution

Are the services you deliver continually plagued by the same problems? Are you curious to learn how quality tools can be applied in fresh ways to tackle these recurring problems?

Are you tired of solving the same problem again and again? ASQ’s Service Quality Division can help! How? By sharing trusted quality tools that you can use to fix issues the first time they occur. In one day, you will learn valuable techniques for first-time resolution. Don’t miss this chance to put those headaches away once and for all!

  • Learn from the experts. Our Service Quality Division speakers and facilitators are successful, experienced quality professionals. We are excited to welcome Jodie Monger, Ph.D., President of Customer Relationship Metrics, and Dr. John Timmerman, Ph.D., Executive Director, Digital Transformation, at Gallup as our opening and closing speakers, respectively! (Please see schedule for more information.)
  • Expand your quality toolbox. Gain understanding of flexible core techniques from the Service Quality Body of Knowledge.
  • Put your learning to work immediately. You will leave this event excited about new tools and with the confidence to implement what you have learned. Our hands-on discussions and case studies are designed to promote active learning.
  • Build your network. Session size is being limited to encourage engagement and to allow participants to share similar challenges and situations.

Whatever your experience level, participating in the Service Quality Division’s one-day event will provide insight into WHY you need first-time resolution and HOW you can achieve it.


Education and Training Agenda

8:00-8:30: Opening Speaker

Dr. Jodie Monger, Ph.D., is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating Customer Relationship Metrics, she was the founding associate director of Purdue University’s Center for Customer-Driven Quality.


8:45-4:15 (working lunch included): First-Time Resolution Activities

Supported by trained facilitators, participants will work in small teams to use quality tools to effectively define a problem and identify a long-term solution. Using case studies, participants will gain experience in creating project charters, using basic quality tools to conduct analysis, identifying potential “red flags,” and improving processes. Our session facilitators are skilled quality professionals and Service Quality Division leaders.


4:15-4:45: Closing Speaker

Dr. John Timmerman, Ph.D., is the Executive Director, Digital Transformation, at Gallup and former Chairman of the ASQ Board of Directors.


Education Event Details

September 28, 2017

8:00 a.m. – 4:45 p.m.

Residence Inn Alexandria Old Town South at Carlyle

Old Town Alexandria, VA

$295 Service Quality Division Members / $495 non-SQD Members

**Attendance is limited to 24 participants – register today!**