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Michael Longwell
Generic Quality Manual for Service
1 19

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
    ASQ SQD: What IS service quality?
    29
    Before we can answer this question,  we   need to understand what a service is .  According to BusinessDictionary ...
    Leia Patzernuk Jul '20
    Leia Patzernuk
    ASK SQD: Measuring First Contact Resolution
    9
    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
      Leia Patzernuk
      ASK SQD: Improving Without Data
      3
      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 ...
        13
        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