Service Quality Division of ASQ

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Service Quality Division of ASQ

• Innovation Leadership - Results

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SQD History Overview

• Initiated 1991 (formerly group of 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

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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

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Membership

• Regular
• Associate
• Forum
• Student
• Senior
• Fellow
• Honorary
• Sustaining
• Total Membership

• 2,069
• 10
• 6
• 33
• 269
• 33
• 1
• 451
• 2,872

As of 1/1/05
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Membership

• Service Quality Division Members represent a wide
  range of industries, offering members an
  opportunity to learn from others within their own
  industry or best in class
• Industries represented included Manufacturing,
  Healthcare, Financial Services, Services, Travel
  Hospitality, Education, Government
• Members represent the Fortune 500 as well as
  small to medium size businesses

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Membership 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 Divisions
  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.

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Products and Services

• Competitive Advantage newsletter
• Annual Service Quality Conference
• Scholarship Program
• Member Survey
• Web site via www.asq.org
• Publications
• Education

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Competitive Advantage

• Flagship publication of profession
• Covers innovative methods in service quality,
  process improvement, and organizational change
• Top-rated member benefit

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Annual Conference

• 13th Conference 2004 San Antonio
• 98 Attendee Satisfaction
• a first class conference. I look forward to
  attending next year.
• What I learned, I can apply in my
  organization.
• The best run ASQ conference that I have
  attended.

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Annual Conference

• 13th Conference 2004 San Antonio
• Keynoters included
• Key Berry, Ph.D., Mays Business School, Texas AM
• Joe Defeo, President, Juran Institute
• Sponsors/Exhibitors included
• Juran
• Burke
• The Hartford
• TARP
• Minitab

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Annual Conference

• 14th Annual SQD Conference
• 2005 Atlanta
• October 17 18
• Omni Hotel
• Call for presentations
• Submit your proposal to Keith Joy, SQD Vice Chair
  _at_ joyks_at_ornl.gov
• For additional information call 865-574-0795

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SQD Getting Involved

• Membership
• Through www.asq.org or by calling 800-248-1946
• Volunteering
• Governance
• Conference planning
• Marketing/Membership
• Awards/Scholarship
• Publications
• Other opportunities