Training
| Building a Great Service Culture | |
| Charting Process Behavior (SPC) | Anyone interested in charting process behavior using statistical process control charts. |
| 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. |
| Service Quality Measurement: Analyzing | This is part of ASQ’s series on Service Quality Measurement. The series includes modules on planning for measuring service quality, efficiently and effectively measuring service quality, analyzing service quality data and writing surveys to collect Service Quality data. You made the effort to collect data from your customers, now what? Turn your customer data into action items. Capitalize on your strengths. Eliminate your weaknesses. Analyzing begins with understanding the tools you will need to analyze the data you have. You’ll then learn how to link the data to your organization’s goals and objectives to drive business results. Finally, you’ll learn how to plan for and implement improvements to your system. |
| Service Quality Measurement: Measuring | Anyone involved in service quality, customer service, sales, or marketing. |
| Service Quality Measurement: Planning | Anyone involved in service quality, customer service, sales, or marketing. |
Books
| Severt, Denver E.; Rompf, Paul D.; Severt, Kimberly S. | A Qualitative Assessment of the Service Encounter |
| Martin, John E. | Command Performance: The Art of Delivering Quality Service |
| Bell, Chip R.; Zemke, Ron | Delivering Knock Your Socks Off Service |
| Zeithaml, Valarie A. | Delivering Quality Service |
| Finn, Jerry; Holden, Gary | Human Services Online: A New Arena for Service Delivery |
| Tardugno, Anthony; DiPasquale, Thomas; Matthews, Robert | IT Services: Costs, Metrics, Benchmarking and Marketing |
| George, Michael | Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services |
| Allen, Derek; Wilburn, Morris | Linking Customer and Employee Satisfaction to the Bottom Line |
| Bell, Chip R.; Zemke, Ron | Managing Knock Your Socks Off Service |
| Becker, Jorg | Process Management: A Guide for the Design of Business Processes |
| Rust, Roland T.; Oliver, Richard L. | Service Quality: New Directions in Theory and Practice |
| Guaspari, John | Switched-On Quality |
Articles
| Noor, Mohd Nazali Mohd; Pitt, Michael | A critical review on innovation in facilities management service delivery |
| Ennis, Bruce | Driving Higher Workplace Performance: Using Analytics, Dashboard Metrics, and Soft Skills to Improve Results |
| Kelley, Scott W. | Efficiency in Service Delivery: Technological or Humanistic Approaches? |
| Parthasarathy, Rangarajan (Raj) | Emotional Intelligence and the Quality Manager–Beauty and the Beast? |
| Crispo, Al | Empower or Empowerment? |
| Sharp, Richard | Experiencing Quality |
| Boshoff, Christo | An experimental study of service recovery options |
| Thiagarajan, Sivasailam | Fostering Participation from a Diverse Group |
| Carnell, Mike | Gathering Customer Feedback |
| Goldsmith, Marshall | Helping Successful People Get Even Better |
| Grigoryev, Patty | Hiring By Competency Models |
| Campbell, Mary | Improving Agency Performance and Service Delivery |
| Brown, William A. | Improving People Skills–Key to Quality |
| Armistead, Colin; Clark, G. | Improving service delivery |
| P, D. | Inside quality service |
| Dusharme, Dirk | ISO 9001: The Shift to Service |
| Stalinski, Sherryl | Leveraging Diversity: Moving from Compliance to Performance |
| Schraeder, Mike; Freeman, Willie; Durham, Charles | A Lexicon for Lifelong Learning |
| Goodman, John; DePalma, David; Broetzmann, Scott | Maximizing the Value of Customer Feedback |
| Hashim, Mohammad | Measuring Reliability in Service Industries |
| Di Mascio, Rita | A method to evaluate service delivery process quality |
| Chowdhary, Nimit; Prakash, Monika | Prioritizing service quality dimensions |
| Simons, Jacob V. Jr | Reliability-based analysis of service recovery |
| Parry, Pam | Sears Delivers A Better QMS |
| Parasuraman, A. | Service quality and productivity: A synergistic perspective |
| Saravanan, Rao R. | Service Quality From the Customer’s Perspective: An Empirical Investigation |
| Seth, Nitin; Deshmukh, S.G.; Vrat, Prem | Service quality models: a review |
| ASQ | Succession Planning Facts and Fantasies |
| Norton, William I. Jr.; Sussman, Lyle | Team Charters: Theoretical Foundations and Practical Implications for Quality and Performance |
Presentations
| Balstrup, Bo | Cultural Influences on Quality in Global Organizations |
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