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Leia Patzernuk
ASK SQD: Measuring First Contact Resolution
7
The “Ask SQD” column is a chance for you to ask for help with a particularly vexing problem. A panel of experts will ...
Leia Patzernuk Dec '18
Michael Longwell
Generic Quality Manual for Service
1 14
The company I work for is not ISO 9000 certified and therefore does not have a formal quality manual. However, we ...
Michael Longwell Mar '22
Michael Faber Michael Faber Mar '22
Hello Michael. The company I work for is similar. Not ISO certified, but we have had to create a manual to satisfy ...
    Leia Patzernuk
    ASK SQD: Improving Without Data
    2
    The Service Quality Competitive Advantage newsletter is excited to introduce the “Ask SQD” column – a chance for ...
    Leia Patzernuk Dec '18
    Therese Steiner
    ASK SQD: Using the Kano Model with Customer Survey ...
    10
    The "Ask SQD" column is a chance for you to ask for help with a particularly vexing problem. A panel of experts will ...
    Therese Steiner Jul '19
    Leia Patzernuk
    ASQ SQD: What IS service quality?
    22
    Before we can answer this question,  we   need to understand what a service is .  According to BusinessDictionary ...
    Leia Patzernuk Jul '20

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