Service Quality DivisionLeadership – Innovation - Results

Service Quality Division History

• Initiated in 1991 (formerly a group of the Quality Management Division)

– Service Industries Division

– Founder Dr. A. C. Rosander

• First Annual Service Quality Conference held in Chicago, April 1992

• Renamed Service Quality Division (SQD), January 1997

Vision, Mission and Guiding Principles

• Vision – The ASQ Service Quality Division will be the leading worldwide provider of knowledge resulting in the improvement of service quality operational performance excellence.

• Mission – The ASQ Service Quality Division addresses service quality globally by providing a body of knowledge to individuals, organizations, and communities through the creation, gathering, and exchange of information.

• Guiding Principles

- We exist to serve our customers, and value their geographic and occupational diversity

- We strive for operational excellence and continuous improvement in our endeavors

- We support ASQ and follow the ASQ Code of Ethics

Member Value

• Research among Division members indicates that members look for the Division to provide Educational and Networking Opportunities and “Cutting Edge” Information and Viewpoints from Industry Professionals.

• With 98% customer satisfaction, the Division’s Annual Conference meets expectations.

• The Competitive Advantage newsletter helps to keep members informed and provides new ideas throughout the year.

• Member feedback is continuously solicited to ensure the Division provides value and meets member needs.

Member Demographics

• Service Quality Division Members represent a wide range of industries and countries, offering members an opportunity to learn from others within their own industry or “best in class”

• Industries represented include: Manufacturing, Healthcare, Financial and Insurance Services, Real Estate, Travel and Hospitality, Education, Government, and more

• Members represent the Fortune 500 as well as small to medium sizes businesses

• Present Division membership is approximately ~3000, worldwide

Products and Services

• Competitive Advantage newsletter• Annual Service Quality Conference• Scholarship Program• Awards Program• Service Quality Body of Knowledge• Member Survey• Division web site and discussion boards• Publications • Educational Offerings and Webinars

Competitive Advantage Newsletter

• Flagship publication of profession

• Covers innovative methods in service quality, process improvement, and organizational change

• Top-rated member benefit

Annual Conference

8

 

Join ASQ’s Service Quality Division for Winning the Competitive Edge with Service Quality. The 2010

conference will focus on the use of customer service and quality tools throughout your organization. Learn from

industry leaders who have experienced the implementation of the provided tools and techniques first-hand. Get

the information you need to become an industry stand out.

  

19th Annual Service Quality Conference

September 13-14, 2010Las Vegas, NV

Session Tracks Include:• Selling Quality• Innovation• Customer Service• Problem Solving

Register by July 31, 2010 and save with the early-bird rate! For the latest conference information and to register visit www.asq.org/sqd.

Scholarship Program

A.C. Rosander Annual

Service Quality Scholarship

 ASQ / Service Quality Division (SQD) offers a scholarship, to be awarded each academic year to any eligible SQD member or a family member, or an individual sponsored by an eligible SQD member.

 

The number of scholarships and the amount awarded will be determined on an annual basis by the Scholarship Committee based on the number of applicants. Each applicant must be enrolled in an accredited university and is required to submit a completed application. The scholarship recipients will be notified by the Service Committee.

For specific information about the Scholarship Program and to obtain a copy of the requirements, application, and contact person, visit the SQD website at: http://www.asq.org/service

Awards Program

• Four awards currently offered:

– A.C. Rosander Award

– Outstanding Service Award

– Dedicated Service Award

– Partners for Quality Award

• Anyone can nominate an individual or company for an award by emailing the submission form to the Awards Chair by the deadline established

• Award Recipients are selected based on the specific criteria established for each award

• Awards are presented during the Annual Service Quality Division Conference

Service Quality Body of Knowledge

• SQBOK located on Division website: http://www.asq.org/service/body-of-knowledge/index.html

• Four highlight areas

– Customer and Market Focus

– Employee Focus

– Communication

– Service Delivery

• Tools

• Recommended Resources

• Available Training

• Volunteer opportunities exist to maintain and update

How to Get Involved

• Membership

– Through www.asq.org/service or by calling 800-248-1946

• Volunteering

– Governance

– Conference planning

– Marketing/Membership

– Awards/Scholarship

– Publications

– Other opportunities

Thank You