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 Name Customer and Market Focus Employee Focus Communication Service Delivery Leadership Strategic Development and Deployment Service Management Delivery Process Management Measurement and Analysis Information Management Environment and Infrastructure
360° feedback assessments Yes
5 Hows Yes
5 Whys Yes Yes Yes Yes
Affinity Process Yes Yes
Analysis of Variance (ANOVA) Yes Yes
Analytic Hierarchy Process (Pair Wise) Yes
Attribute Agreement Analysis Yes
Audit Plan Yes Yes
Balanced Scorecards Yes Yes
Benchmarking Yes Yes Yes Yes Yes Yes
Box Plot Yes Yes
Brainstorming Yes Yes Yes
Capability Analysis Yes
Change Management Processes Yes Yes Yes
Check Sheet Yes Yes
Client Contracts Yes Yes
Code of Conduct Yes
Communication Plan Yes Yes
Complaint Tracking Yes
Confidence Interval Yes Yes
Continuous Improvement Tracking Yes
Control Chart Yes Yes Yes
Control Plan Yes Yes Yes
Corrective or Preventive Actions Yes
Correlation Yes Yes
Cost Benefit Analysis Yes Yes Yes Yes
Critical Success Factors Yes
Critical Success Measures Yes
Customer Satisfaction Survey Yes Yes Yes
Cycle Time Analysis Yes Yes Yes
Dashboard Yes Yes
Data Collection Plan Yes Yes Yes Yes
Data Mining Yes Yes Yes
Design of Equipment (DOE) Yes Yes
Employee Satisfaction Survey Yes
Failure modes and effect analysis (FMEA) Yes Yes Yes
Fishbone Diagram Yes Yes Yes Yes
Flow Chart Yes Yes
Focus Groups Yes Yes Yes Yes
Force Field Analysis Yes Yes
Gage or Gauge Linearity and Bias Study Yes
Gage or Gauge Repetability and reproducibility (R&R) Yes Yes
Gantt Chart Yes Yes
Hierarchy Diagram Yes
Histogram Yes Yes Yes
Idea Map Yes Yes Yes
Integrated definition for function modeling (IDEF0) Yes
Integrated definition modeling (IDEF) Yes Yes
Job Description Yes
Kano Analysis Yes Yes Yes Yes
Key performance indicators (KPI) Yes Yes Yes
Knowledge Base or Information Libraries Yes
Management by Walking Around Yes
Market research Yes
Meeting evaluation Yes
Muda Walk Yes Yes Yes
Multivoting Yes
Newsletter Yes
Nominal group technique (NGT) Yes Yes Yes
Pareto Chart Yes Yes
Performance Reviews Yes
Performance scorecard Yes Yes
Personality type assessments Yes
Predictive modeling Yes
Process maps Yes Yes Yes
Project charter Yes Yes Yes Yes Yes
Project plan Yes
Project prioritization matrix Yes
Quality function deployment (QFD) Yes Yes
Queuing Theory Yes Yes
Radar Chart Yes
Recognition and rewards strategies or programs Yes Yes Yes
Regression Yes Yes
Responsible, approves, supports, is informed, is consulted (RASIC) matrix (also RACI matrix) Yes Yes Yes
Risk assessment analysis Yes
Run Chart Yes Yes
Scatter plot Yes
Service level agreement (SLA) Yes Yes Yes Yes
Social media forum (blog, FAQ) Yes
Spaghetti diagram Yes Yes
Stakeholder Analysis Yes Yes Yes Yes Yes
Stated values: beliefs and principles Yes
Statement of work Yes
Statistical hypothesis test Yes
Storyboard Yes Yes Yes
Strategy map Yes
Strengths, opportunities, aspirations, results (SOAR) analysis Yes Yes
Strengths, weaknesses, opportunities, threats (SWOT) analysis Yes Yes Yes Yes
Succession planning Yes
Suppliers, inputs, process, outputs, customers (SIPOC) diagram Yes Yes Yes Yes
Survey Yes Yes Yes Yes Yes Yes Yes
System controls and security Yes
Theory of constraints Yes
Time Studies Yes Yes Yes
Training or competency matrix Yes Yes Yes
Value Stream Map Yes Yes
Vision or mission or values statements Yes Yes
Voice of the Customer Yes Yes Yes Yes Yes Yes
Work instructions Yes
Working Styles Yes
XY Matrix Yes