Data Collection and the Voice of Your Customer
Katie Castree, senior performance improvement specialist, Hospital Sisters Health System, explains an effective data collection tool that gathers important process improvement information and listens to the voice of your customer.
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Customer Expectations: Quality and Technology
In this episode of ASQTV, we look at you, the customer. ASQ Customer Feedback Page - HERE Arun... [more]
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Using Surveys to Predict Customer Loyalty
Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]
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Customer Journey Maps
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]
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Voice of the Customer: Connecting Through Emotion and Q...
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]
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Predicting Future Behavior
Alexander Edwards, President, Strategic Vision, explains how to use voice of the customer to predict... [more]
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Customer Journey Maps: Tool and Example
Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more... [more]
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Terry Jones, Founding CEO, Travelocity: Voice of the...
Terry Jones, founder of Travelocity, discusses the importance of voice of customer in building quality... [more]
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Understanding and Managing Processes
This is a conceptual video. It explains and illustrates the systems view of processes, value creation,... [more]
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Story 1: Voice of the Customer: Open, accessible, organ...
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [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]
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Approaches to Root Cause Analysis
In this episode, we examine five common approaches to root cause analysis approaches and when to use the... [more]
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Quality Software and Thorough Testing
Bhaumik Shroff, Test Automation Architect at OTC Global Holdings, discusses the development of quality... [more]
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Quality 4.0: Positioning for Future Success
Christopher Colaw, Senior Manager of Quality and Mission Success at Lockheed Martin, discusses Quality... [more]
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ASQ Learning Management System Update
Learn about the updated features of the new learning management system (LMS), implemented to improve... [more]
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ASQ Awards and Medals Recipients
A roundup of ASQ’s award recipients and medalists for 2020.
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Developing Idea Generation Skills: TRIZ
Sunil Kumar V. Kaushik, Business Program Manager at Microsoft, discusses TRIZ, and how this theory of... [more]
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The Standards Check In
A check in on the status of general standards revisions, plus new standards being published in 2020.
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Leading RPA Implementation with Lean Six Sigma
Amitabh Saxena, CEO of Anexas Denmark, discusses robotic process automation, and the benefits of using... [more]
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Project Portfolio Management
Marcelo Machado Fernandes, Owner, Operational Excellence, discusses Lean Six Sigma Project Portfolio... [more]
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Lean Six Sigma and AI
In this episode of ASQTV, look at how your lean six sigma skills can help your organization effectively... [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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Culture of Quality
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [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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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 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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Cost of Quality: What is it?
Cost of quality sounds easy to understand but, unfortunately, many misunderstand it. Cost of quality is... [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]
