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.
Advice on gathering and analyzing data in organizations, tips on using Likert scales, and a case study... [more]
Chris McMillan, Senior Corporate Performance Analyst at City of Fayetteville, North Carolina, discusses... [more]
Celso Alvarado is a member of the U.S. Technical Advisory Groups to ISO Technical Committees 176 (TAG... [more]
If you're new to quality, this episode is for you! Learn how to earn a higher salary, discover the seven... [more]
Standards experts explain key changes to ISO 9001:2015, such as how to understand the term 'documented... [more]
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
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]
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [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]