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ASQ Responds to Expanding Service Market

January 07, 2005

Coping with external business factors, ensuring cost-effective quality, and communicating with upper management are imperative issues for professionals in all industries. However, they are especially vital for those seeking success in the burgeoning service market. In response to these needs, the American Society for Quality (ASQ) is offering three new courses specifically focused to meet the needs of the service-industry professional: Quality Methods for the Service Industry, The Case for Quality: Taking It to Management, and Best Practices in Service Quality Measurement. The courses will be offered for the first time in March 2005.

“Meeting the needs of the service market is important as it continues to expand in the United States,” said Daniel M. Duhan, ASQ president. “By taking into account the unique concerns of the service industries, these new courses significantly augment ASQ’s burgeoning service market offerings and speak directly to the career needs of service professionals.”

Quality Methods for the Service Industry deals directly with quality professionals, including those already involved with manufacturing, who wish to expand their career focus into service industries and functions. Recognizing that business success increasingly requires more than ensuring the physical quality of products, the course addresses the concerns and practices relating to transaction processes and their impact on customer relationships. This provides attendees with a new language and body of knowledge to explore future career choices as well as meeting the changing challenges within their current organizations.

Focusing on the always complex organizational buy-in, The Case for Quality: Taking It to Management, focuses on building and maintaining strong support from upper management and other non-technical decision-makers. The course focuses on how to communicate quality’s business case and relate it to the dynamics within the organization. This helps quality professionals more effectively sell the benefits of quality initiatives and their expected financial returns.

Organizations often run into a struggle when balancing the natural business demands of providing quality service and improving short-term financial results. Therefore, Best Practices in Service Quality Measurement blends three important aspects of quality that turn metrics into financially productive action: tools and techniques; measurement of customer-perceived service quality (based on an empirical methodology of service quality, SERVQUAL); making the business case for quality improvement, and customer retention.

The courses make their debut March 17. For more information regarding ASQ’s service courses, visit www.asq.org/ed/clusters.

The American Society for Quality (www.asq.org) is the world’s leading authority on quality. With more than 100,000 individual and organizational members, the professional association advances learning, quality improvement, and knowledge exchange to improve business results, and to create better workplaces and communities worldwide. As champion of the quality movement, ASQ offers technologies, concepts, tools, and training to quality professionals, quality practitioners, and everyday consumers, encouraging all to Make Good GreatTM. ASQ has been the sole administrator of the prestigious Malcolm Baldrige National Quality Award since 1991. Headquartered in Milwaukee, WI, the 58-year-old organization is a founding partner of the American Customer Satisfaction Index (ACSI), a prominent quarterly economic indicator.

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