For those of you familiar with our previous website (ASQServiceQuality.org), we wanted to outline where you can find our content using the myASQ site.  Please return to this page when needed to help you find what you're looking for.
Member Benefits ASQServiceQuality.org Content myASQ Location
SQBOK Framework
Mastery Levels
Professional Development Competitive Advantage Newsletters
ASK SQD Discussion Board 
Intent to Volunteer
Member Benefits Awards
News General Updates News


  • 2020 Business Plan
    The Service Quality Division (SQD) leadership team held our annual business planning and budget working session to identify our 2020 objectives and build a plan to support them.  This in-person session provides an opportunity to discuss how effective we were in meeting the previous year's objectives, determine which objectives should carry over ... more
  • Results of 2020-2021 SQD Officer Elections
    The Service Quality Division is pleased to announce the results of our officer elections for the 2020-2021 term.    Chair:  Rob Houle Rob is currently Chair-Elect and has the distinction of having previously supported the Division in all elected officer roles, as well as several stints as Conference Co-Chair.  Rob is a Senior Manager – IS Quality ... more
  • What is Service Quality?
    Before we can answer this question, we need to understand what a service is .  According to BusinessDictionary service is “a valuable action, deed, or effort performed to satisfy a need or to fulfill a demand.”  Services are “intangible products”, and may include accounting, banking, cleaning, consultancy, education, insurance, expertise, ... more

Upcoming Events

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Recent Discussions

Zubair Anwar Khurshid 2088

Quarter 1 of 2020 has been horrible for almost all of the countries worldwide. While, the world is still going ...

Zubair Anwar Khurshid 2088
I assumed my role as SQBOK Chair at American Society for Quality back in 2015 when I was invited by ASQ to lead the ...
Therese Steiner 508
The Service Quality Division is seeking volunteers to fill the roles of  Event Coordinator  and Content ...
For those of you looking for recertification units, this may be a great opportunity to get involved.  Did you know ...
Zubair Anwar Khurshid 2088
While I’m wishing you a very Happy New Year 2020 full of rejoice, happiness, and success for your professional and ...
Leia Patzernuk 437
On behalf of all of us in the Service Quality Division...
Leia Patzernuk 437
One of the SQD's initiative for 2020 is to develop a toolkit/manual that can be used by service based companies ...
Zubair Anwar Khurshid 2088
Hi Folks,
The final volume of SQBoK V3.0 is hosted now on 'myASQ' platform and available for viewing and free ...
Robert Beauchamp 9270
Hey SQD community!

I work for a credit union in the Midwest and I'm currently researching the current trends in ...
Thank you for asking this and there are worthy advices from our learned colleagues.
I'd propose you to take a ...
Robert, while I agree with both Tracy and Therese, a grass roots approach also works wonders.

My primary focus is in ...
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 ...
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 508
What are the topics and types of content you'd like to see covered in the Competitive Advantage Newsletter?

Would ...
Therese, including articles, case studies, or even lessons learned specific to implementing elements from the ...
Leia Patzernuk 437
We have provided a definition of service quality HERE .  To support you, our members, our goal is to enable ...
Best practice sharing among division members on experiences closing the gap between a customers perceived ...

Latest Resources

  • Awards Overview

    The Service Quality Division offers several awards on an annual basis. Award Recipients will be recognized at the World Conference on Quality and Improvement (WCQI) or other Division event as appropriate.  To nominate an ...

              Date Created: 07/17/2019 10:17 AM
            • Scholarship Overview The Service Quality Division (SQD) offers an annual scholarship for any eligible member, or family member of the Service Quality Division, or an individual sponsored by an eligible SQD member.

              The number of scholarships, and the ...

              Date Created: 07/17/2019 10:11 AM
            • Webinar: SQBOK v3.0

              Presentation Summary

              Please join the Service Quality Division’s Body of Knowledge (BOK) Chair Zubair Anwar for a webinar highlighting our recently updated Service Quality BOK.  In this webinar, Zubair seeks to help organizations ...
              Date Created: 07/08/2019 09:01 AM

            • Competitive Advantage Newsletter (2018) The Competitive Advantage Newsletters produced by the Service Quality Division in 2018 can be found here.
              Date Created: 06/10/2019 06:29 PM

            Community Information


            The Service Quality Division has been part of ASQ since 1991, supporting individuals working in the services industry.  Our members are from the following types of organizations:

            • Financial Services (banking, finance, insurance)
            • Hospitality and Travel (hotels, airlines, travel agents, restaurants)
            • Professional Services (consultants, legal contract services)
            • Regulated Industries (public utilities, transportation)
            • Not for Profit Sectors (associations, government agencies)
            • Retail Business (customer service, sales/marketing)
            • Members of support service functions (manufacturing or service organizations.)
            • Anyone interested in learning more about service quality or sharing their experiences and knowledge in service quality.