SQBOK – Overview

To meet the knowledge and professional development needs of the service quality community, the ASQ Service Quality Division has developed the Service Quality Body of Knowledge (SQBOK).

Designed to cover the nuances and key attributes of service, relevant quality tools, and how to effectively deliver quality services that satisfy customers, the SQBOK includes these categories:

  • Key service quality concepts

    • Customer and market focus, employee focus, communication, service delivery, and innovation
  • Topics in service quality management

    • Leadership, strategic development and deployment, service management systems, process management, measurement and analysis, information management, environment and infrastructure