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.
This episode of ASQ focuses on certificates and certifications for professional development, career... [more]
Using Kaizen methods and having a clear solution in mind, Vinay Goyal, Product Stewardship Project Lead,... [more]
This Sime Darby team--2016 ITEA finalist--used DMAIC to reduce costs, waste, and meeting the company's... [more]
Jo Ann Jenkins, CEO at AARP, discusses innovative service quality, the process of change, and the... [more]
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
Learn why ISO 9001:2008, one of the world's best known standards, is being revised. Then hear about the... [more]
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [more]
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]