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 ...

Editor’s note: This article is the first in a series to help practitioners learn about the AICPA’s new quality management standards and prepare to implement them. In June 2022, the AICPA’s Auditing ...

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 ...

A monthly overview of things you need to know as an architect or aspiring architect. Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with ...

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 ...

The adoption of a quality management system (QMS) should be a strategic decision of a Nuclear Medicine service. Its design and implementation will be influenced by various factors, for example the ...

Quality management (QM) is ‘the coordinated activities to direct and control radiotherapy procedures with regard to quality. The main aim of quality in radiotherapy is safe and effective treatment. In ...