SQBOK v3.0

Presentation Summary

Please join the Service Quality Division’s Body of Knowledge (BOK) Chair Zubair Anwar for a webinar highlighting our recently updated Service Quality BOK.  In this webinar, Zubair seeks to help organizations and individual professionals understand the BOK’s broad framework (now known as the Service Quality Wheel) and underlying elements, as well as how to navigate the online volume.  Topics include the reference industries and standards, available service quality tools, and the expanded information related to mastery level and associated proficiencies.


Zubair Anwar is senior management professional, with more than 21 years of experience in leading and providing business solutions by way of Technological/Operational/Strategic Management, Program/Project Management and Business Process Re-engineering. He is an ASQ Certified Manager of Quality and Organizational Excellence (CMQ/OE), Certified Six Sigma Green Belt (CSSGB) and Certified Six Sigma Black Belt (CSSBB). He holds a BS Degree in Electrical Engineering and MS in Engineering Management and has completed postgrad courses from renowned US universities. 

Zubair has extensive experience in Strategy Formulation/Implementation, CAPEX/OPEX and general management in the service sector, as well he’s experienced in the implementation of Six Sigma & Quality Systems in big organizations. He has leadership experience, including his participation in various Steering Committees, Taskforce, and as a general team member in cross-functional process improvement initiatives, benchmarking, and Business Continuity/Disaster Recovery projects.

In his capacity as an influencer, Zubair has several international publications; besides his role in leading the development of our SQBOKV3.0. He contributed to “The Sage Encyclopedia of Quality and Service Economy”, co-authored “The Certified Supplier Quality Professional – Handbook” and “The ASQ Supply Chain Management Primer”, and contributed to the 7th Edition of “Juran’s Quality Handbook”.

Besides being the Service Quality Division’s BOK Chair, Zubair is also a senior member at ASQ and IEEE, Technical Reviewer in WCQI since 2016, and Adjunct Faculty and Guest Speaker at various universities and organizations, such as TUM School of Management Germany. He has worked with several international consultants, including  Mckinsey, Boston Consulting BCG, Booze & Company, Ernst & Young, AT Kearney, and Detecon International. Through many of these initiatives, Zubair has received numerous commendations, and the appreciation of those he’s worked with.

Access Webinar – Part 1 Access Webinar – Part 2