SQBOK Resources: Customer and Market Focus

Training

Certified Manager of Quality/Organizational Excellence
Customer Service for the Frontline In this course, the learner will learn about customer service and its relation to the global market, the meaning of 'good service', and what the customer expects. In addition, the learner will explore their personal service styles and how to adapt a customer service approach that provides consistently good service.
Measuring and Managing Customer Satisfaction: ISO 9001 and BeyondCreate a customer satisfaction plan. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system. Your organization can use this system to increase profits and revenues.
ImpaQT Training(TM) for DistrictsEstablish a system of strategic improvement. Create measurable strategic objectives for your district using quality tools and input from key stakeholders.

 

Books

 

Articles

Fletcher, Dave101 Ways to Sell Your Team’s Services, Ideas and Values
Townsend, Pat; Gebhardt, JoanA Bare Bones Look at the Bottom Line
Rau, R. H. G.A Journey to Corporate Excellence
Afors, Cristina; Michaels, Marilyn ZuckermanA Quick, Accurate Way to Determine Customer Needs
Calhoun, Jacqueline M.An Introduction to Baldrige Basics and the Benefits of Using the Baldrige
Miller, StephenContinuous Improvement in Public Schools Through ISO 9001:2000
Zairi, MohamedCreating Value Through Innovation: Gauging Customer Reaction Through a Simulated Shopping Experience
Cox, Daniel; Bossert JamesDriving Organic Growth at Bank of America
Duncan, Scott P.ISO 9001 & the CMM Together: In-the-Large & In-the-Small
Reidenbach, Eric; Goeke, ReginaldMarket Focused, Value Driven – It’s All About Gaps
Maness, Thomas C.; Kozak, Robert A.New Industry Specific Quality Certification
Stevenson, James R.; Kashef, Ali E.Newer Better Faster
Jones, Michael K.Pragmatic Software Testing Model for the E-World
Grossi, PeterPrepared for Battle
Kontoghiorghes, Constantine; Dembeck, DeborahPrioritizing Quality Management and Sociotechnical Variables in Terms of Quality Performance
Feigenbaum, Armand V.Raising the Bar
Iakovou, Eleftherios; Ortiz, Olga L.Reengineering of the Laundry Service at a University Campus: A Continuous-Improvement Quality-Management Methodology
Feigenbaum, Armand V.; Feigenbaum, Donald SThe Future of Quality: Customer Value
Lin, Hsiu-FenThe Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context
Feigenbaum, Armand V.The International Growth of Quality
DeLaney, BillTotal Quality Management in the Public Sector
Goodman, John; Newman, SteveUnderstand Customer Behavior and Complaints

Presentations

 

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