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Robert Beauchamp
Current Service Quality Trends
4 39
Hey SQD community! I work for a credit union in the Midwest and I'm currently researching the current trends in ...
Robert Beauchamp Oct '19
Tracy Owens Tracy Owens Oct '19
Hi, Robert.
It would be easy to get carried away and fill a full page with notes in response to your question.  I'll ...
Therese Steiner Therese Steiner Oct '19
Hi Robert,

I could echo a lot of what Tracy said!   I leverage tools from Lean, Six Sigma, and BPM for the most part and ...
Leia Patzernuk Leia Patzernuk Nov '19
Robert, while I agree with both Tracy and Therese, a grass roots approach also works wonders.

My primary focus is in ...
Zubair Anwar Khurshid Zubair Anwar Khurshid Nov '19
Hi,
Thank you for asking this and there are worthy advices from our learned colleagues.
I'd propose you to take a ...
Leia Patzernuk
Your VOC Feedback - Content Strategy Survey Results
6
Thank you to the SQD members who took the time to provide their feedback on our Voice of the Customer survey related ...
Leia Patzernuk Sep '21
Zubair Anwar Khurshid
Corrective Feedback & Criticism
8
Possessing soft skills or transportable skills play significantly important role in the career growth and of ...
Zubair Anwar Khurshid Jul '20
David Davis
Online learning recommendation: Kyoto U's Culture of ...
18
I recently completed the course Culture of Services: Paradox of Customer Relations, offered by Kyoto ...
David Davis Apr '20
Zubair Anwar Khurshid
Lessons from COVID-19 Pandemic – Shifting Excellence ...
6
Quarter 1 of 2020 has been horrible for almost all of the countries worldwide. While, the world is still going ...
Zubair Anwar Khurshid Apr '20
Leia Patzernuk
Starting Up a Not-for-Profit...Where Do you Start?
6
One of the SQD's initiative for 2020 is to develop a toolkit/manual that can be used by service based companies ...
Leia Patzernuk Nov '19
David Davis
Slides from 2021 business meeting?
1 3
Thank you to all who organized and presented at the 2021 business meeting. Are the slides available somewhere? ...
David Davis Sep '21
Leia Patzernuk Leia Patzernuk Sep '21

Hi David,

We are just validating the recording. I will post another reply with a link once the slides are available ...

David Davis
Preferred metrics of service quality
3 14
I'm working on developing service quality metrics to span several different support functions (IT, HR, finance, ...
David Davis Jul '21
Vladimir Simic Vladimir Simic Jul '21
I am not sure that proposed measurement will answer on internalneeds for quality service improvement.

lLook at ...
John Goodman John Goodman Jul '21
Our research has shown that timely response to requests is a key driver for HR, IT, procurement, etc. ...
Leia Patzernuk Leia Patzernuk Jul '21

Hi David,

I'll admit that I'm not an expert at the measurement side of things, but from my own experience, when ...

    Zubair Anwar Khurshid
    What helps in difficult times – while staff is being ...
    10
    Recent COVID-19 pandemic has caused havoc and chain of economic downturn is hitting the world. Several hundreds ...
    Zubair Anwar Khurshid Apr '20
    Zubair Anwar Khurshid
    Keep the ball rolling - Interventions for sustaining ...
    1
    Special circumstances require specific ways of management. Current COVID-19 has hit the world very hard and ...
    Zubair Anwar Khurshid Apr '20

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