SQBoK Tools Glossary

Welcome to the Service Quality Glossary. Below are a list of terms pertaining the Service Quality. By clicking on a term, you will be taken to the appropriate page. Term specific pages provide examples and instructions on how to apply the specific service quality technique. The SQBoK Glossary is available to ASQ Service Quality members. Please log into the website to access the content.

View Glossary in List FormatView Glossary in Table Format

 

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Tool NameCustomer and Market FocusEmployee FocusCommunicationService DeliveryLeadershipStrategic Development and DeploymentService Management DeliveryProcess ManagementMeasurement and AnalysisInformation ManagementEnvironment and Infrastructure
360° feedback assessmentsYes
5 HowsYes
5 WhysYesYesYesYes
Affinity ProcessYesYes
Analysis of Variance (ANOVA)YesYes
Analytic Hierarchy Process (Pair Wise)Yes
Attribute Agreement AnalysisYes
Audit PlanYesYes
Balanced ScorecardsYesYes
BenchmarkingYesYesYesYesYesYes
Box PlotYesYes
BrainstormingYesYesYes
Capability AnalysisYes
Change Management ProcessesYesYesYes
Check SheetYesYes
Client ContractsYesYes
Code of ConductYes
Communication PlanYesYes
Complaint TrackingYes
Confidence IntervalYesYes
Continuous Improvement TrackingYes
Control ChartYesYesYes
Control PlanYesYesYes
Corrective or Preventive ActionsYes
CorrelationYesYes
Cost Benefit AnalysisYesYesYesYes
Critical Success FactorsYes
Critical Success MeasuresYes
Customer Satisfaction SurveyYesYesYes
Cycle Time AnalysisYesYesYes
DashboardYesYes
Data Collection PlanYesYesYesYes
Data MiningYesYesYes
Design of Equipment (DOE)YesYes
Employee Satisfaction SurveyYes
Failure modes and effect analysis (FMEA)YesYesYes
Fishbone DiagramYesYesYesYes
Flow ChartYesYes
Focus GroupsYesYesYesYes
Force Field AnalysisYesYes
Gage or Gauge Linearity and Bias StudyYes
Gage or Gauge Repetability and reproducibility (R&R)YesYes
Gantt ChartYesYes
Hierarchy DiagramYes
HistogramYesYesYes
Idea MapYesYesYes
Integrated definition for function modeling (IDEF0)Yes
Integrated definition modeling (IDEF)YesYes
Job DescriptionYes
Kano AnalysisYesYesYesYes
Key performance indicators (KPI)YesYesYes
Knowledge Base or Information LibrariesYes
Management by Walking AroundYes
Market researchYes
Meeting evaluationYes
Muda WalkYesYesYes
MultivotingYes
NewsletterYes
Nominal group technique (NGT)YesYesYes
Pareto ChartYesYes
Performance ReviewsYes
Performance scorecardYesYes
Personality type assessmentsYes
Predictive modelingYes
Process mapsYesYesYes
Project charterYesYesYesYesYes
Project planYes
Project prioritization matrixYes
Quality function deployment (QFD)YesYes
Queuing TheoryYesYes
Radar ChartYes
Recognition and rewards strategies or programsYesYesYes
RegressionYesYes
Responsible, approves, supports, is informed, is consulted (RASIC) matrix (also RACI matrix)YesYesYes
Risk assessment analysis Yes
Run ChartYesYes
Scatter plotYes
Service level agreement (SLA)YesYesYesYes
Social media forum (blog, FAQ)Yes
Spaghetti diagram YesYes
Stakeholder AnalysisYesYesYesYesYes
Stated values: beliefs and principlesYes
Statement of workYes
Statistical hypothesis testYes
StoryboardYesYesYes
Strategy mapYes
Strengths, opportunities, aspirations, results (SOAR) analysisYesYes
Strengths, weaknesses, opportunities, threats (SWOT) analysisYesYesYesYes
Succession planningYes
Suppliers, inputs, process, outputs, customers (SIPOC) diagramYesYesYesYes
Survey YesYesYesYesYesYesYes
System controls and security Yes
Theory of constraintsYes
Time StudiesYesYesYes
Training or competency matrixYesYesYes
Value Stream MapYesYes
Vision or mission or values statementsYesYes
Voice of the CustomerYesYesYesYesYesYes
Work instructionsYes
Working StylesYes
XY MatrixYes