Below is a list of Webinars/Articles available to ASQ Service Quality Members. Please click on the appropriate title to access its content.
Note: To access material, you may need to install Adobe Acrobat (PDF), Microsoft Word (DOC), or WebEx (ARF) on your computer.
SQBOK v3.0
Presentation Summary Please join the Service Quality Division’s Body of Knowledge (BOK) Chair Zubair Anwar for a webinar highlighting our recently updated Service Quality BOK. In this webinar, Zubair seeks to help organizations and individual professionals understand the BOK’s broad framework (now known as the Service Quality Wheel) and underlying elements, as well as how […]
Customer Satisfaction is Quality Imperative: Technical and Service measures for Quality
Presentation Summary This presentation covers both technical and service quality measures and considerations as an approach to not only fulfill the explicit requirements, but do so in a way that satisfies customers through meaningful and impactful experiences. Techniques including Voice of the Customer are used to show the relationship between satisfaction and profitability, with additional […]
ISO 9001:2015 Turn Risk Averse Thinking into Risk based Thinking
Description: It is easy to create a culture of “mitigate all risks” or said differently, “It’s easier not to change things.” The topic will explore the concepts in Risk Based Thinking to allow our risk averse organizations to push out of their comfort zone to support new opportunities. I will introduce a new concept of […]
Customer Experience – The Evolution & Revolution
Description: In this Webinar Dr. Ritz explores how customer experience can become more innovative in providing organizations with tools to managing and improving quality from a systems thinking perspective. Thus the departure point will be to understand customer centricity, its holistic nature and how it informs the basis of customer experience success. This means going forward, customer experience should […]
ISO 1635: Using Customer Value to Innovate New Services
Description: The new ISO 16355 details how to investigate customer language (spoken) and behavior (unspoken) to innovate new solutions to what customers value most – solving their problems, enabling their opportunities, and enhancing their image to self and others. These values change constantly according to market segments, and the standard guides how to use QFD […]
Quality and CSI – Drivers for a Successful Program
Description: You’ve established a Quality Improvement program. You’ve assigned Quality and Continual Service Improvement roles within your organization. You’ve even had some project successes. But interest is waning. The program seems to be withering away as another failed attempt at the elusive target of service excellence. Everyone is back doing their “real” day-to-day work. […]
Building the Fit Organization
Join Daniel Markovitz as he describes the Six Core Principles for making your company stronger, faster and more competitive. Presenter: Daniel Markovitz
Role of Quality Project Management Financially Focused Quality
Tom Cappels is an adjunct professor and course developer for the University of Phoenix. With 20+ years in industrial and financial management at Lockheed Martin, Tom was Payroll Manager and a financial. He was also Project manager on such programs as the Hubble Space Telescope and Space Station Freedom. For five years he served as […]
Use of the Integrated Rolling Wave (IRW) at the Department of Veterans Affairs (VA)
Similar to techniques used in Scrum (development) and other forms of Agile software development, Integrated Rolling Wave Planning iteratively plans for a project as it unfolds. This webinar will explore the IRW approach and how KGS was able to successfully implement it at the VA in order to provide tangible and meaningful mission effectiveness, ensuring […]
New Process Design-Simple Methods to get it right the first time
Lean Six Sigma has been around for a lot of years now – over twenty in fact. Total Quality Management or TQM has been around even longer. So you may have thought that everything was fixed by now. Not quite. In spite of the ever-growing army of Green Belt and Black Belts who are busy […]
A Thousand Years of Quality
In this presentation, the audience will learn about quality practices of companies that have prospered for 200 years and longer. In one case, the company has been passed down through 46 generations of management and yet has maintained a set of core quality practices that have enabled it to succeed for 1300 years, even as […]
Understanding the Service Ecosystem
“Understanding the Service Ecosystem” is based on the assumption that organizations are “complex” as well as complicated, that they function as “complex adaptive systems.” Larry Solow, co-founder of Complexity Space Consulting, will introduce “the Complexity Space,” a suite of tools that enables organizations to assess, prioritize, and influence how they provide service based on the […]
Using Business Process Management (BPM) to Predict Performance
Described is a business process management (BPM) system which provides value chain linkage between a unique predictive organizational performance reporting methodology and the organization’s functional processes. The described BPM value chain can be used for daily management and the determination of targeted improvement projects so that the bottom-line benefits. Companies can immediately benefit from this […]
The Holistic Approach to Lean
Many industries including services, medical, biotech, semiconductor, manufacturing, etc. have tried to apply Lean approaches. To do so, successful companies have come to understand the underpinnings of Lean, including its fundamental principles and the type of organizational culture required for success. Mike Micklewright will explore these and other must know secrets in successfully adapting Lean […]
Hybrid Method of Customer-Focused Service Quality Improvement
An innovative approach that combines correlation coefficient and the Kano model, with a hint of Pareto analysis for highly effective understanding of Voice Of the Customer, which determines key satisfaction drivers out of methodically and comprehensively deconstructed data of customer expectations. This approach also enables analysis results to be expeditiously and successfully turned into actionable […]