Available Publications

Newsletters from 2019

  • Winter – March

    • A Letter From the Chair
    • 2019 A.C. Rosander Scholarship Application Process Now Open
    • Join Service Quality Division at WCQI
    • Ask SQD
Newsletters from 2018

  • Fall – November

    • A Letter From the Chair
    • Customer-Driven Superior Service Workshop Update
    • SQBOK V3.0® Update
    • Ask SQD

  • Summer – July

    • A Letter From the Chair
    • Two New Webinars Available
    • Dynamic Software Test Planning
    • Ask SQD
    • 2018 SQD Educational Event
    • 2018-2019 Service Quality Division Officers
    • SQD Member Survey
Newsletters from 2017

  • Fall – October

    • A Letter From the Chair
    • Two New Webinars Available
    • ASQ SQD MAX: ASQ Service Quality Division Membership Advantages eXplained
    • SQD Members Receive 2017 ASQ Medals & Awards
    • 2018-2019 Service Quality Division Officers
    • SQD Member Survey

  • Spring – February

    • Back to Basics in Customer Service
    • A Letter From the Chair
    • Build Quality With CMMI: Take Your Organization to the Next Level
    • What’s Your Career Path?
    • How Can We Perform Better? Developing a Systems Perspective
    • New Webinar Available
    • Recap of Conference
Newsletters from 2016

Winter – February

    •  
    • Overcoming The Geographic Divide
    • A Letter From The Chair
    • Do You Have a Quality Story To Share?
    • Upcoming Events – Save The Date!
    • SQBoK Project Update
    • ASQ Scholarship
    • Why Did You Join SQD?
Newsletters from 2015

  • Spring – April

    • What’s The Plan For 2015? Note From the Chair
    • 2015 World Conference On Quality And Improvement
    • 24th Annual Service Quality Conference
    • Do You Have a Quality Story To Share?
    • Update Your Library

  • Summer – August

    • Right From the Start: Setting Up Shared Services
    • A Letter From The Chair
    • 24th Annual Service Quality Conference
    • Do You Have a Quality Story To Share?
    • SQD Attracts Members With Similar Interests To Yours
    • SQD Membership Page

  • Fall – December

    • Developing Habits Of Active Listening And Action
    • A Letter From The Chair
    • 24th Annual Service Quality Conference Wrap-Up
    • Outstanding Service Award Recipients
    • Do You Have a Quality Story To Share?
Newsletters from 2014

  • Spring – May

    • Lean-Going Astray In Healthcare?
    • Letter From the Chair
    • The Global Impact Of Quality – World Conference on Quality And Improvement
    • Save The Date – 23rd Annual Service Quality Conference
    • Webinar Update
    • Do You Have a Quality Story to Share?

  • Summer – August

    • Building Integrity – A Core Challenge Of Quality Management
    • Letter From The Chair
    • 23rd Annual Service Quality Conference
    • WCQI Update
    • Help Grow Our SQD Network
    • Do You Have a Quality Story To Share?

  • Winter – December

    • Your Biggest Blind Spot
    • Letter From The Chair
    • Do You Have A Quality Story To Share?
    • 23rd Annual Service Quality Conference Recap
    • Webinar Updates
    • Help Grow Our SQD Network
Newsletters from 2013

  • Summer – August

    • Impact Of Quality Tools In A World Of Technology-Driven Change Management
    • Letter From the Chair Page
    • 22nd Annual Service Quality Conference
    • Webinar Presenter Search
    • Update Your Library
Newsletters from 2012

  • Spring – May

    • It’s Still The Customer First
    • Letter From The Chair
    • 21st Annual Service Quality Conference
    • SQBoK

  • Summer – August

    • An Introduction To The SQBoK
    • Letter From The Chair
    • Cost Of Poor Quality
    • SQD @ WCQI
    • ASQ Fellow Membership
    • 21st Annual Service Quality Conference

  • Winter – December

    • Hybrid Method of Customer-Focused Service Quality Improvement
    • Letters From the Chair
    • Baltimore Conference A Success
    • Service Quality Division Awards
    • Sound Can Fill A Vacuum
    • Managing With Metrics
    • Book Review
Newsletters from 2011

  • Spring – February

    • Excellence in Service Delivery
    • Letter From the Chair
    • Update Your Library
    • Service Quality Body of Knowledge
    • A Leadership Roadmap for Manageing with Metrics
    • 20th Annual Service Quality Conference
    • Upcoming Webinars
    • Quality Service Courses
    • Membership News

  • Summer – August

    • Quality As a Service
    • Letter From The Chair
    • Update Your Library
    • The Performance Review as a Strategic Quality Tool
    • 20th Annual Service Quality Conference
    • Upcoming Webinars
    • Quality Service Courses
    • Membership Survey Results

  • Winter – December

    • Quality and Brand Go Hand In Hand
    • Letter From the Chair
    • 20th Annual Service Quality Conference
    • Dedicated Service Awards
Newsletters from 2010

  • Spring – March

    • Getting Service Quality to Best-in-class Levels
    • Letter From the Chair
    • Annual Service Quality Conference
    • Re-Engineering Your Business Using A Simple Approach
    • Service Quality Body of Knowledge
    • Membership News
    • Quality Service Courses

  • Summer – May

    • Getting Service Quality to Best-in-class Levels
    • Editors Letter
    • Letter From The Chair
    • SQD Leadership Team
    • Build Your Library
    • Voice of the Customer to Save an Industry
    • Surviving This Retail Economy
    • Membership News
    • 19th Annual Service Quality Conference Update
    • Quality Service Courses

  • Fall – August

    • 19th Annual Service Quality Division Conference
    • Letter From The Chair
    • Service Quality Division Conference Registration
    • SQD Leadership Team
    • Update Your Library
    • 19th Annual Service Quality Conference Update
    • Getting Your Quality To Best-In-Class Levels
    • Beware of Benchmarking
    • Membership News
    • Quality Service Courses

  • Winter – December

    • November World Quality Month
    • Letter From The Chair
    • Marketing Committee Update
    • SQD Leadership Team
    • Update Your Library
    • 19th Annual Service Quality Conference Update
    • 2010 Service Quality Division Awards
    • Service Quality Body of Knowledge Gaining
    • Update Your Library Two
    • Quality Service Courses
    • Membership News Pages
Newsletters from 2009

  • Spring – March

    • Zapping Performance..
    • Letter From The Chair
    • Make Good Great – ASQ Division Satisfaction and Loyalty Study
    • Paul Copcutt Square Peg Solution – Are The Quality of Employees Careers Dictating The Quality Of Your Service?
    • What Does It Mean To Be A Leader?
    • Company Gap Performance “Breakers” Must Consider
    • Service Quality Body Of Knowledge: First Development Phase Completed
    • Secrets Of Leadership
    • Announcements

  • Summer – September

    • Quality Service – The Overall Positive Impact On Organizational Changes and Survival
    • Letter From the Chair
    • SQD Membership Update
    • Can Lean Thinking be Applied to Service?
    • Focus on Performance in Difficult Economic Times
    • WCQI 2009 – Update From the Section Liason
    • It Really Is Going To Happen: Body of Knowledge Update
    • Maintaining Internal Quality Service (ICS) Through The Valleys
    • Announcements
    • Upcoming Service Quality Virtual Courses

  • Winter – December

    • Maintaining Consistent Great Performance Results
    • Letter From The Chair
    • Pointers To Strengthen Consistent Organization Performance Results
    • SQD Leadership Team
    • Maintaining Positive Quality Results
    • Glow-In-The-Dark Service Quality
    • Special Thanks to SQBoK Volunteers
    • A New Frontier For Quality Tools in Marketing
    • Annual Service Quality Conference
    • Upcoming Service Quality Virtual Courses
    • Evaluation of Service Quality Metric
Newsletters from 2008

  • Spring – April

    • Quantifying The Improvements
    • Letter From The Chair
    • Service Quality Body of Knowledge – Project Moving Forward
    • The Lean Service Organization – The Trials and Tribulations from Implementation
    • Get to KNow Your Service Quality Division Resources
    • WCQI Happenings

  • Summer – July

    • Process Management
    • Letter From The Chair
    • Service Quality Division Strategic Planning Session Summary
    • Success: The 2nd Annual SQD Hospitality Suite at WCQI
    • SQBoK Journey
    • Education Committee Update
Newsletters from 2007

  • Winter – January

    • The Quality Representative of the Future
    • A Letter From Your Division Chair
    • Call For Presentations and Tutorials – Deadline Extended
    • Member Value and the Value of the Customer Page
    • Corporate Culture A Primary Driver of Customer Satisfaction Page

  • Spring – March

    • SPC for Service: The Calendar Paradigm
    • SQD Award Nominations Coming
    • Membership and Marketing Update
    • Corporate Culture: A Primary Driver of Custoemr Satisfaction – Part 2
    • Configuration Management, Who Needs It?
    • WCQI Update
    • Ask Your Service Quality Question
    • 16th Annual Service Quality Conference

  • Summer – June

    • Quantifying The Improvements
    • Letter From The Chair
    • 2007 Strategic Planning Session
    • Corporate Culture: A Primary Driver of Customer Satisfaction – Part 3
    • SQD Thanks Bob Barnes
    • WCQI Hospitality Sutie – A Success
    • The 2007 Service Quality Division Survey Process
    • SQD Award Nominations – Now is the Time

  • Fall – September

    • Quantifying The Improvements
    • Letter From the Chair
    • Highlights From the 2007 Service Quality Conference
    • Corporate Culture: Steps to Building and Implementing a Culture: Part 4
    • 10 Steps to Creating Customer Service Champion
Newsletters from 2006

  • Winter – January

    • Creating a Voice of the Customer System with Impact
    • Thoughts on Attitudes and Perceptions in the Workplace
    • Service Quality and the Customer
    • Food for Thought

  • Summer – June

    • Can You Prove Your Continuous Improvement Projects are Profitable?
    • A Letter From Your Chairman
    • Service Quality Division Website Update
    • Service Quality Building for the Future
    • Service Quality Division 2006 Awards Reminder
    • Process Improvement with the Customer in Mind
    • Membership and Marketing Update

  • Fall – September

    • Performance Results of CMMI – Based Process Improvement: Tufts Health Plan
    • A Letter from Your Division Chair
    • Membership and Marketing Team Update
    • Awards Presented at the 15th Annual Service Quality Division Conference
    • Highlights From the 15th Annual Service Quality Division Conference
Newsletters from 2005

  • Winter – January

    • Best Practices in Service Quality Management
    • A Letter From Your Editor
    • Defining Best-In-Class Processes and Procedures
    • Change for the Better

  • Spring – March

    • Six Sigma: Touching Defects in the Service World
    • Defining Best-In-Class Processes and Procedures: Part Two
    • Change for the Better: Part Two

  • Summer – June

    • Breakthrough Performance in the Service Sector: The Juran Way
    • Everyone has a Customer: Engaging Staff in Internal Service Excellence
    • Develop Your Positive Mental Attitude and Improve your Bottom Line

  • Fall – September

    • Improving the Process of Process Improvement
    • Congratulations to our Service Quality Division Award Winners
    • Post Script Lean Six Sigma in Financial Services
    • Highlights 14th Annual Service Quality Conference
Newsletters from 2004

  • Winter – January

    • A Journey to Excellence – Transforming Organizations
    • Services vs. Manufacturing: The Quality Conundrum
    • A Letter From Your Editor
    • The Juran Roadmap for Change

  • Spring – March

    • Improving the “Improve” Step in Six Sigma DMAIC Projects
    • Define: Laying a Good Foundation
    • A Letter From Your Editor
    • Communication: The Foundation of your Quality Program
    • Walter A. Shewhart: Father of Statistical Quality Control

  • Summer – June

    • Improving the “Improve” Step in Six Sigma DMAIC Projects – Part 2
    • The Softer Side of Quality
    • A Letter From Your Editor
    • 2004 ASQ-SQD A.C. Rosander Scholarship Recipients
    • Eight Factors to Assure Impact of the Voice of the Customer

  • Fall – September

    • Six Breakthroughs That Make Service Excellence Happen
    • Getting Traction between Intent and Action
    • A Letter From Your Editor
    • Highlights from the 13th Annual Service Quality Conference
    • At Your Service
Newsletters from 2003

  • Spring – March

    • Registration for 12th Annual Service Quality Conference
    • Quality Pros in Sales Careers
    • At Your Service (Quality in Canada)
    • Improving “Improve” in Six Sigma
    • Conference: Highlights

  • Fall – September

    • Transactional Kaizen
    • SSM Health Care – A Continuing Quality Journey
    • A Letter From Your New Editor
    • 12th Annual Service Quality Conference – Toronto, Canada
    • 12th Annual Service Quality Conference – Evaluation Survey Results
Newsletters from 2002

  • Summer – June

    • Warranty Data and Claims Management
    • Creating Competitive Advantage with a Customer-Focused Strategy
    • Got Quality? So What!
    • ASQ Service Quality Division Dissertation Research Project
    • The ABC’s of Quality: Attitude, Behaviour, Commitment

  • Winter – December

    • Call for Papers 12th Annual Service Quality Conference
    • ASQ Board of Directors Highlights
    • This is the Service Quality Division/SQD
    • 11th Annual Service Quality Conference Photos
    • U.S. TAG Asks for Your Experiences about ISO 9000:2000 Implementation
Newsletters from 2000

  • Summer – June

    • Message from the Chair
    • Knowledge Sharing – At the Crux…
    • ASQ Membership Information
    • Quality Improvement Gets a “Tax Break”
    • ASQ’s New Certification