This webinar reveals how service providers and recipients can stop treating service contracts like goods and finally build quality systems that actually work.
Quality assurance for services is fundamentally different from inspecting goods, and most organizations underestimate just how different. When you are managing a product, you can touch it, measure it, and inspect it at the door. When you are managing a service contract, the work is happening in real time, the "product" is intangible, and the standards are buried in paragraphs of legal language that someone must actively interpret before any quality plan can be written.
Attendees will learn how to extract every requirement from contracts, Statements of Work (SOW), Performance Work Statements (PWS), etc. The session demonstrates how to convert those requirements and performance standards into a dynamic “Living Quality Workflow” using the Plan-Do-Check-Act (PDCA) cycle.
Presenter: Dr. Emmanuel Baisie
Bio
Dr. Emmanuel Baisie is a quality and transformation leader with over 13 years of experience strengthening customer - supplier relationships across highly regulated industries, including semiconductors, medical devices, and government. As President of ASC Group, publishers of SeeSOR® QMS, he specializes in building robust supplier quality systems that drive transparency, accountability, and shared performance outcomes. He holds a Ph.D. in Industrial and Systems Engineering from North Carolina A&T State University and is a certified Lean Six Sigma Black Belt through the American Society for Quality (ASQ). He is also a certified Internal Auditor.