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Workshop on How to Provide a Quality Workshop
HOW TO PROVIDE A QUALITY SERVICE WORKSHOP conducted by Ron Sedlock of the quality Catalyst
[Posted here as part of our Ambassador Plan interaction with the ASQ.]
Hosted by ASQ Pikes Peak Section at Colorado Technical University, 4435 No. Chestnut, Colorado Springs CO 80907
In 2003 the U.S. Department of Commerce, Bureau of the Census, determined at over 80% of total employment is in the service sector. Even in manufacturing company how many employees actually make product versus provide a service. Like it or not, we are definitely in a service economy.
All professionals provide a service to their organization and customers. Many of us are familiar with traditional techniques used on product and process quality -- but what about service quality. There are differences. In the tough global economy of today, customers not only require excellent product quality but, in addition, excellent service quality as well.
This workshop consists of presentation, exercises, and discussions. Each attendee will develop a service improvement plan.
What you will learn:
• The differences between product quality and service quality
• The five attributes of a quality service
• How to design a quality service
• How to do a service recovery
• How to develop a quality service plan
Ron Sedlock has 35 years of manufacturing, engineering and quality experience beginning as a quality technician to becoming Operations Manager of a subsidiary of Coors. At Sundstrand Aviation he was Project Engineer on Space Shuttle Hardware. At Coors he was Operations Manager of a manufacturing plant producing Multi-layer Interconnect Boards (MIB’s) used for missile guidance computers on nuclear submarines. He studied personally with Dr. W. Edwards Deming and Dr. Joseph Juran.
Ron has held most of the ASQ Certifications and teaches exam review classes. He is a senior member of ASQ and is the past Chairpersons of the Boulder Section and the Jacksonville (Florida) Section.
Ron has degrees in Chemistry and Mathematics from Cleveland State University. He is an adjunct professor of Statistics, Total Quality and the Management of Service Operations at the University of Colorado (Boulder) and the University of Florida (Gainesville).
He is a Vietnam Veteran who served with the 1st Cavalry. He is an avid, competitive handball player.
Fee: $65
You will earn .9 CEU by attending this workshop . E-mail your registration to ASQ Section 1312 Education Chair, Jerry VerDuft, verduft8066@msn.com or call 719-231-0639 stating your preference of Thursday night May 20th 6-9pm or Saturday May 22nd 9am-noon.
Author: Webmaster
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