In part one of this series we discussed how most organizations fall midway on the quality management continuum for their organizational structure, competence assurance and procedural adherence. Though ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

Firms will need to learn from mistakes, fine-tune systems, and adapt to new ways of thinking about quality. Right-size your quality management documentation for SQMS No. 1 Optimize quality management ...

In June 2022, the AICPA’s Auditing Standards Board (ASB) and Accounting and Review Services Committee (ARSC) issued interrelated final standards on quality management intended to clarify and improve ...

One thing I really like about the new edition of Juran's Quality Handbook: The Complete Guide to Performance Excellence by Joseph Defeo and J.M Juran is that the word "customer" is used 578 times. All ...

Quality management has evolved from traditional quality assurance and inspection‐based practices to sophisticated, integrative frameworks such as Total Quality Management (TQM) and Quality 4.0. Modern ...