Below is a list of Webinars/Articles available to ASQ Service Quality Members. Please click on the appropriate title to access its content.
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If we were to borrow from the vernacular of a past presidential campaign we might say,” It’s the execution, Stupid!” Executives in organizations seem to have no shortage of well-articulated and sanctioned directions, visions, strategies and goals. These “aspirations” are usually manifested in a variety of media from detailed business plans to wall plaques announcing […]
I recently attended the 13th Annual Service Quality Conference in San Antonio, Texas, where there were dozens of incredible workshops regarding service quality, customer relationships and customer service. One speaker who stood out was Dr. Len Berry, head of Mays Business School at Texas A&M University. He has devoted his life’s research to the customer […]
One of the solid foundations of being effective in any business is Communication. We communicate with our employees, our peers, our customers, our supervisors, our vendors, our partners, and so on. If you are familiar with the quality gurus, they all agree that Communication is one of the most important aspects of quality. In the […]
In majority of companies, the Voice of the Customer (VOC) process (i.e., the process of collecting customer feedback, both solicited and unsolicited) costs a lot and has little overall impact on improving products/services to customers. TARP evaluated the impact of the VOC process in 67 large companies… Author: Goodman, John; Grimm, Cynthia
Quality as we know it today was born in the physically demanding environment of the manufacturing shop floor. Quality is viewed as big, brawny, and tough on defects. But there is a softer side to quality. One that works in the invisible intangible world of service-oriented processes. Author: Schuiski, Larry
Achieving and sustaining service excellence doesn’t just happen. You must make it happen. There are breakthroughs that must be achieved within your organizations that must occur to help make performance improvement happen, but it’s important also to understand first why many organizations are always trying something new and still cannot achieve and sustain expected results […]
Transactional Six Sigma is starting to make a large impact in many service industry settings. Companies like Bank of America, SunTrust, American Express and Home Depot are implementing Six Sigma to improve service and enhance profits… Author: Vansuch, Gary
In the previous installments of this series, the organizational paradigm used and described was the CEIEC model, however, this is a new paradigm and subject to all of the controversy and dangers of a proposed new paradigm that both Dr. Kuhn and Machiavelli described and warned about. Since much of the value of Transactional Kaizen is independent of […]
Are you interested in transforming your organization – making poor performance good performance; or maybe making already good performance excellent? If you are committed to making the changes necessary to achieve the transformation, it can be achieved, and we have proof. We took two different organizations, one manufacturing and one service, to world-class levels and […]
One of the reasons that quality management in services is so exciting is that there is still much to be learned about managing quality in services. Certainly, services have lagged manufacturing in the adoption of quality techniques. Have you ever wondered why this is so? Author: Dr. S. Thomas
The Institute helps its clients make sustainable improvements with the aid of an experience-based breakthrough road map. It provides the structure needed to achieve long-term business goals and can help an organization achieve sudden “explosive bursts” of positive change. The road map identifies opportunities for improvements, the implementation processes needed to achieve them, and the […]
This issue’s installment on Transactional Kaizen discusses the roles people play in a successful event. There are four primary roles that must be filled for a project to succeed: the sponsor, the process manager, the coach and the team members. When a champion who is a different person than the sponsor is available to aid […]
Reliability Evaluation of a Grid Connected Wind Farm: a Case Study of Ramgiri Wind Farm in Andhra Pradesh, India
To cite the Proceedings as a reference: 50 Years Proc. Ann. Reliability & Maintainability Symp. The Symposium does not copyright this Proceedings itself but uses one of its cosponsors (IEEE) to perform this service and associated administration. Copyright & Reprint Permission: Abstracting is permitted with credit to the source. Libraries are permitted to photocopy beyond […]