admin News CMMI, Competitive Advantage, Elizabeth Keim, Joseph A. DeFeo, Newsletter
Thank you for being a member of the ASQ Service Quality Division. The Winter 2017 issue of Competitive Advantage is now available! Featured Articles: Back to Basics in Customer Service Elizabeth, M. Keim Build Quality With CMMI: Take your organization to the next level CMMI Institute How Can We Perform Better? Developing A Systems Perspective Dr. Joseph […]
admin News 2016, ASQ SQD, Competitive Advantage, Newsletter, Summer, Updates
Thank you for being a member of the ASQ Service Quality Division. The New Issue of the Competitive Advantage Newsletter is Now Available! The Summer 2016 issue of Competitive Advantage is now available! Don’t miss the articles “Common Customer Experience Pitfalls” by Friedemann Lutz and “Enough Six Sigma to be Dangerous” by Eddie Perez-Ruberte […]
admin Webinars Competitive Advantage, Creating a Voice of the Customer System with Impact, Customer Satisfaction, Goodman, John A., TARP
Most service companies now have a Voice of the Customer (VOC) process. TARP’s latest review of VOC in well thought of companies finds that over half still fail to meet even minimum criteria for effective operation. In most cases more money is being spent than is needed while 70% of the systems fail to have […]
admin Webinars Competitive Advantage, Lean Quality Systems, Quality Management, The Quality Representative of the Future
In the years that followed World War II, the United States Government was responsible for developing quality management programs that would eventually become adopted by the private sector. The U.S. Military served as the test bed for many of these programs, and in fact, the International Organization of Standardization’s (ISO) 9001 quality standard is based […]
admin Webinars Competitive Advantage, Jen, Piccotti, Process Management, Service Quality Resources
A primary focus of process improvement is reducing waste. A common term amongst quality practitioners is Muda, which is a Japanese term for anything that is wasteful or does not add value… Author: Piccotti, Jen
admin Webinars Competitive Advantage, Earnings Performance Group, Fred, Lean, Patton, Six Sigma
Most of us have heard extensively about a few financial service companies that have invested significantly in Six Sigma and Lean: Bank of America, American Express, Bank One, and others. None of those companies responded to our survey. But what we found is a more varied picture of Lean Six Sigma in financial service companies… […]
admin Webinars Competitive Advantage, Culture, Customer Satisfaction, William E.
The world of business is full of buzz words and concepts, many of them coming quickly into vogue and just as quickly wandering away into the wilderness of “old thought” — all of that with surprising regularity. Over the years, however, more and more has been discussed and written about a company’s culture and the […]
admin Webinars Competitive Advantage, Continuous Improvement, Dale, Gilbreath's, Morgan
Every employee in every business makes financial decisions every hour. Every improvement project is intended to improve the financial condition of the business. It seems logical that managers, supervisors and continuous improvement team leaders would like to be able to prove that each project will be profitable and which projects will be most profitable. Team […]
admin Webinars Competitive Advantage, Defects, Health Plan, Process Management
This article details how an Information Technology department of a health insurance company followed a best practice methodology to improve quality and productivity. Read how they used metrics to quantify the benefits of using this methodology and track improvements over time… Authors: Alan Bruno and Rob Houle
admin Webinars Allstate Insurance Company, Competitive Advantage, Nicole, Six Sigma, Van Hill
When trying to improve a process in a production setting it is easy to watch the widgets as they move through the line. You can apply your senses to the process to smell them, touch them and visually inspect them for defects. In the Service industry, you can’t always hold your product and observe the […]