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USMBOK™: USM3XX
Service Quality Management
Service Quality Management (SQM) knowledge domain represents the quality management system designed by the service provider organization to manage the quality, performance, excellence, control, assessment and audit of the organization, its processes and policies, and the quality of the services it offers and provides.
The SQM domain includes all the activities that managers carry out in an effort to implement their quality policy. These activities include quality planning, quality control, quality assurance, and quality improvement map closely to the ‘Deming PDCA Cycle’.
Knowledge Areas :
- Service Quality Planning (Quality planning) = PDCA ‘plan’ stage;
- Service Excellence (Quality improvement) = PDCA ‘Act’ stage;
- Service Lifecycle Management;
- Capability Management;
- Performance Management (Quality control) = PDCA ‘do’ stage;
- Audit & Assessment Management (Quality assurance) = PDCA ‘check’ stage
Service Value Management Quick Links
Best PracticesKey Performance Measures
Additional information on this topic is included in the Guide to the USMBOK and supporting reference materials.
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Further information is available in the Guide to the USMBOK
More...
The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
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