Training
| Certified Manager of Quality/Organizational Excellence | |
| Customer Service for the Frontline | In this course, the learner will learn about customer service and its relation to the global market, the meaning of 'good service', and what the customer expects. In addition, the learner will explore their personal service styles and how to adapt a customer service approach that provides consistently good service. |
| Measuring and Managing Customer Satisfaction: ISO 9001 and Beyond | Create a customer satisfaction plan. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system. Your organization can use this system to increase profits and revenues. |
| ImpaQT Training(TM) for Districts | Establish a system of strategic improvement. Create measurable strategic objectives for your district using quality tools and input from key stakeholders. |
Books
| Sharp, Duane E. | Customer Relationship Management Systems Handbook |
| Cocharan, Craig | Customer Satisfaction: Tools, Techniques, and Formulas for Success |
| Feigenbaum, Armand V.; Feigenbaum, Donald S. | The Power of Management Innovation: 24 Keys for Fostering Innovation and Staying Competitive |
Articles
| Fletcher, Dave | 101 Ways to Sell Your Team’s Services, Ideas and Values |
| Townsend, Pat; Gebhardt, Joan | A Bare Bones Look at the Bottom Line |
| Rau, R. H. G. | A Journey to Corporate Excellence |
| Afors, Cristina; Michaels, Marilyn Zuckerman | A Quick, Accurate Way to Determine Customer Needs |
| Calhoun, Jacqueline M. | An Introduction to Baldrige Basics and the Benefits of Using the Baldrige |
| Miller, Stephen | Continuous Improvement in Public Schools Through ISO 9001:2000 |
| Zairi, Mohamed | Creating Value Through Innovation: Gauging Customer Reaction Through a Simulated Shopping Experience |
| Cox, Daniel; Bossert James | Driving Organic Growth at Bank of America |
| Duncan, Scott P. | ISO 9001 & the CMM Together: In-the-Large & In-the-Small |
| Reidenbach, Eric; Goeke, Reginald | Market Focused, Value Driven – It’s All About Gaps |
| Maness, Thomas C.; Kozak, Robert A. | New Industry Specific Quality Certification |
| Stevenson, James R.; Kashef, Ali E. | Newer Better Faster |
| Jones, Michael K. | Pragmatic Software Testing Model for the E-World |
| Grossi, Peter | Prepared for Battle |
| Kontoghiorghes, Constantine; Dembeck, Deborah | Prioritizing Quality Management and Sociotechnical Variables in Terms of Quality Performance |
| Feigenbaum, Armand V. | Raising the Bar |
| Iakovou, Eleftherios; Ortiz, Olga L. | Reengineering of the Laundry Service at a University Campus: A Continuous-Improvement Quality-Management Methodology |
| Feigenbaum, Armand V.; Feigenbaum, Donald S | The Future of Quality: Customer Value |
| Lin, Hsiu-Fen | The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context |
| Feigenbaum, Armand V. | The International Growth of Quality |
| DeLaney, Bill | Total Quality Management in the Public Sector |
| Goodman, John; Newman, Steve | Understand Customer Behavior and Complaints |
Presentations
| Austin, Jill; Kipp, Mary Ann; Weiland, Pat | Is It Time to Look In the Mirror or Look Out the Window? The Marketplace as Catalyst for Effective Team Development |
| Jubelirer, Jim | Numbers Don’t Tell the Whole Story |
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