The Power of Complex Services: Foster, Use, and Abuse: Part 3 - Some Ingredients in the Recipe for the Memorable Customer Experience
Without a profound shared understanding of the nature of value in our business and of the different demands it makes on our experts, our processes and performance will evolve randomly, as a result of actions made on the spur of the moment by a host of uncoordinated experts. CEO should stands for Chief Emotions Owner – meaning the emotions of the customer, and those of the employee. Nevertheless, as client, we must always assume the primary responsibility for results, that is, we are managing our way through the information flows and branching points of the service maze.
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The Power of Complex Services: Foster, Use, and Abuse:...
Examples discussed here include the doctor’s office, the surgical block, Shouldice hospitals, the Apgar... [more]
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Value and Dual Positioning
This is a conceptual video presenting an overview of the connection between value creation and... [more]
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How to Use the Book and Website
A few suggestions by the author about the best way to use the video and the book, depending on where you... [more]
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Implementing a Continuous Improvement Program
Chris Moustakas, CEO, DevonWay, discusses the strategy behind implementing an org-wide continuous... [more]
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Appraisals and Reports
In this episode, learn why people dread performance appraisals and how to ensure you receive a good... [more]
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Quality Tools for Children (Part One)
Quality professionals use quality tools at work, but they can also use them successfully at home. ASQ... [more]
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ITEA Judges: Becoming Family
ITEA Master Scorekeeper and Master Trainer, Patti Trapp, explains the opportunities becoming a judge... [more]
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Why Continuous Improvement Teams Fail
In this episode, learn about continuous improvement teams: what they are, who should be on them, and... [more]
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Applying Agile Principles in a Non-IT Industry
Fabrice Bouchereau, Senior Systems Improvement Facilitator, ProcessZen Consulting, discusses how Agile,... [more]
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LSS Leadership and Grassroots Initiative Lead to Excell...
Gateway Technical College wanted to break silo thinking and promote a culture of excellence.... [more]
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ITEA Structure Leads to Results
Prashant Hoskote, Senior Director- Quality and Service Excellence, Max India Limited, discusses the role... [more]
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Episode 18: Six Sigma
Six Sigma is a well-known quality method. But like most quality techniques, its use changes and evolves... [more]
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The How and Why of Auditing
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
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ASQ TV Episode 1: The Customer Experience
Quality and the customer experience go hand-in-hand. Hear from electronics giant Siemens Industry on how... [more]
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ASQ TV Episode 2: Culture of Quality
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
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Standards and Auditing
Learn why ISO 9001:2008, one of the world's best known standards, is being revised. Then hear about the... [more]
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ASQ TV Episode 3: Recalls and Quality
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
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Culture of Quality
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]
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Risk Management and Quality
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [more]
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ASQ TV Episode 8: Lean
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
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Episode 17: Voice of the Customer
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
