Newsletters from 2019
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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
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Fall – November
- A Letter From the Chair
- Customer-Driven Superior Service Workshop Update
- SQBOK V3.0® Update
- Ask SQD
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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
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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
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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
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- 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
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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
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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
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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
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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?
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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?
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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
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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
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Spring – May
- It’s Still The Customer First
- Letter From The Chair
- 21st Annual Service Quality Conference
- SQBoK
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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
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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
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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
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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
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Winter – December
- Quality and Brand Go Hand In Hand
- Letter From the Chair
- 20th Annual Service Quality Conference
- Dedicated Service Awards
Newsletters from 2010
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Winter – January
- Best Practices in Service Quality Management
- A Letter From Your Editor
- Defining Best-In-Class Processes and Procedures
- Change for the Better
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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
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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
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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
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Winter – January
- A Journey to Excellence – Transforming Organizations
- Services vs. Manufacturing: The Quality Conundrum
- A Letter From Your Editor
- The Juran Roadmap for Change
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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
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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
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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
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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
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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
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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
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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
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Summer – June
- Message from the Chair
- Knowledge Sharing – At the Crux…
- ASQ Membership Information
- Quality Improvement Gets a “Tax Break”
- ASQ’s New Certification