Category Archives: Customer Service

Are Professional Associations Built to Exist in 2066?

My name is Shontra Powell and I’m privileged to serve as ASQ’s new Chief Operating Officer. I am blessed to have enjoyed increasing responsibilities of leadership over my 25 year career in for-profit business. It is my desire to leverage … Continue reading

Posted in ASQ, Current Events, Customer Service, Uncategorized, associations, social media | Tagged , | 12 Comments

Big Data and Quality Professionals

Based in Dallas, TX, Ponmurugarajan Thiyagarajan  (Rajan) is a business development manager for Digital Enterprise at Tata Consultancy Services and a senior member of ASQ.  He is passionate about quality, digital reimagination solutions and is a “Mac head.” He blogs … Continue reading

Posted in Customer Service, innovation, quality tools | Tagged | 8 Comments

A Leader’s Roadmap to a Culture of Quality: Building on Forbes Insights-ASQ Leadership Research: Part 3 of 3

This is a guest post by Rob Lawton, an author, executive coach, and expert in creating rapid strategic alignment between enterprise objectives and customer priorities. He has directed strategic and operational improvement initiatives since 1985. Lawton coined the term “customer-centered … Continue reading

Posted in Case Study, Customer Service, Forbes Insights Culture of Quality, Management, Uncategorized, Voice of the Customer | Comments Off

Quality Results and Transparency

Today I’m reflecting on ASQ’s Global State of Quality research, as I have many times in the past month.  As I wrote before, the Global State of Quality is a massive research project that surveyed 1,991 organizations in 22 countries … Continue reading

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The Case for a Service Quality Body of Knowledge

We’ve talked about quality and customer service quite a lot on View From the Q. Quality in the service industry is certainly not a new idea, but it doesn’t always get the attention it deserves—especially in customer service. Last year, for … Continue reading

Posted in Customer Service, Uncategorized, case for quality | Tagged , , | 3 Comments

Quality=Customer Service?

When you think of “quality,” do you think of customer service? I certainly do. The customer service department is often our first—and only—contact with a company, whether it’s our Internet provider or retail outlet. And yet, customer service is not … Continue reading

Posted in Customer Service, Uncategorized | 8 Comments

Feelings and Quality Culture

Culture. More specifically, Quality Culture.  I’ve been asked to speak on the topic of creating a quality culture.  Now, I’m not short of opinion on the topic, and that opinion has been shaped over the years by many insights, lessons, … Continue reading

Posted in Current Events, Customer Service, Quality, case for quality, culture | Tagged , , , , | 36 Comments

June Roundup–Taking Quality Beyond Product

How do we move quality beyond product? This was the question posted to ASQ’s Influential Voices bloggers in June. I was pleased that many approached this question from unusual perspectives, drawing parallels between quality and human resources, service, social media, … Continue reading

Posted in Current Events, Customer Service, Quality, Uncategorized, case for quality, white paper | Tagged , , , , | 3 Comments

Talking Quality with Nokia

Hello, readers. This is a guest blog by Laurel Nelson-Rowe, ASQ managing director. Last month I visited the Nokia headquarters and had the opportunity to talk with Nokia’s quality chief. Here are some reflections and video interviews from that visit. … Continue reading

Posted in Current Events, Customer Service, Global, Quality, Videos | Tagged , , , , , | 1 Comment

Coca-Cola’s Quality Culture

Hello, readers. This is a guest blog by Laurel Nelson-Rowe, ASQ managing director. Several weeks ago I had the opportunity to visit The Coca-Cola Company and meet its quality chief, Carletta Ooton. Here are some reflections and video interviews from … Continue reading

Posted in Current Events, Customer Service, Global, Uncategorized, Videos | Tagged , , , , , , | 2 Comments