Quality Progress - September 2017 - 11

C U S T O M E R S AT I S F A C T I O N

MORE UNHAPPINESS WITH E-BIZ

Customer satisfaction with e-business is down 0.8% to 74.3
on a 100-point scale, according to recent results of the American Customer Satisfaction Index (ACSI).
This is the first decline for e-business in four years and
seems to be a result of user dissatisfaction with internet news
and opinion websites as well as search engines and information websites. Social media is the only category unaffected.
As users increasingly view social media as a news source,
customer satisfaction with social media is stable at an ACSI
score of 73. Twitter posts the largest gain, overtaking Facebook with an 8% jump to 70. Google+ may have a smaller user
base than other social media sites, but its users are the most
satisfied. A site redesign and new features launched in January help boost Google+ to the top of the category (+7% to 81).
For more results, visit http://tinyurl.com/
acsi-e-biz-ratings.

GETTING TO KNOW...

Jennifer Joy
Stepniowski
current position

Regional director for North
America, Pro QC International.

What's on our minds

Several divisions are hosting conferences this month and next.
ASQ's Reliability and Risk Division is cohosting the 2017 Accelerated Stress Testing and Reliability Conference Sept. 27-29 in
Austin, TX. Visit www.iee-astr.org for more details. ASQ's Chemical and Process Industries and Statistics Divisions are cohosting
the Fall Technical Conference Oct. 5-6 in Philadelphia. Visit www.
falltechnicalconference.org for more information. ASQ's Audit
Division is organizing its 26th annual Audit Conference Oct. 12-13
in Dallas. Get more details at www.asqauditconference.org.
Two ASQ journals are searching for new editors. Applications for
editor of the Journal of Quality Technology (JQT) are due Nov. 15.
For more information about the position and the selection process,
or to nominate someone, email Ronald J.M.M. Does at r.j.m.m.
does@uva.nl. Nominations for the next editor of Technometrics, a
quarterly journal co-published by ASQ and the American Statistical
Association, are due Nov. 10 and applications are due Dec. 10. For
more information, email journals@amstat.org.

MBA from the University of
South Florida in Tampa.

What was your
introduction to
quality?

What's the best
career advice you
ever received?

During my last year
as an undergraduate,
I worked as a copywriter for a company
that created on-hold
messages. Regular
meetings focused
on evaluating and
improving the quality
of our content.

I met with a recruiter
early in my career. In a
discussion related to
what type of position
I was pursuing, the
recruiter said to make
sure I was doing something I was passionate
about and enjoyed.
She explained how she
met with many people
looking to change
their careers because
they had earlier chosen a career path for
the wrong reasons.

Is there a teacher
who influenced
you more than
others? Why?

New @ ASQ

education

My macroeconomics
professor in the MBA
program, Donald Fell,
had a significant influence on me. Fell took
concepts I thought
I was comfortable
with and challenged
me to evaluate them
in different ways. He
improved my critical
thinking and piqued
my interest in other
subjects. His teaching
style later influenced
my own as an adjunct
instructor.

Any previous
jobs you consider
noteworthy?
I was an adjunct
instructor at Hillsborough Community
College in Tampa,
teaching marketing
and general business
courses and assisting
the college of continuing education with
quality and personal
development workshops events.

Are you active in
ASQ?
I'm chair of the Social
Responsibility Technical Community and
member of the ASQ
World Conference on
Quality and Improvement Technical
Planning Committee.
I also assist the ASQ
Education Division
with social media and
will be working with
the ASQ Innovation
Division related to the
Performance Awards
and Recognition
activities.

Are you active on
social media?
I am very active in
social media and
manage accounts
for Pro QC, ASQ's
Education Division
and ASQ's Social
Responsibility Technical Community. I also
have a personal blog
at www.ijenn.me.

Any recent honors
or awards?
Elected to ASQ's
2017 class of fellows.
Named one of QP's
Fresh Faces of Quality
last year.

What were the last
books you read?
Think Like a Freak
by Steven Levitt and
Stephen Dubner, and
The Genius of Birds by
Jennifer Ackerman.

Do you have a
favorite blogger?
Seth Godin, Simon
Sinek and Richard
Branson, along with
several quality bloggers such as Daniel
Zrymiak (A QualitEvolution) and Luigi Sille
(sharequality).

Personal
Married and have two
children: Aiden, 13,
and Skye, 8.

What do you do
for fun?
Hiking and birding
have become my
favorite ways to relax.
I've also discovered
"forest therapy," a
relaxation and meditation technique.

Quality quote
Perfect might not be
possible, but quality is
the next best thing.

qualityprogress.com ❘ September 2017

QP 11


http://www.tinyurl.com/acsi-e-biz-ratings http://www.iee-astr.org http://www.falltechnicalconference.org http://www.asqauditconference.org http://www.ijenn.me http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - September 2017

Seen and Heard
Progress Report
Mr. Pareto Head
Career Coach
Expert Answers
Field Notes
Data Disruption
The Deal With Big Data
Better Intelligence
A Study in Measurement
Innovation Imperative
Statistics Spotlight
Standard Issues
ASQ's 2017 Quality Resource Guide
Marketplace
Footnotes
Back to Basics
Quality Progress - September 2017 - Intro
Quality Progress - September 2017 - cover1
Quality Progress - September 2017 - cover2
Quality Progress - September 2017 - 1
Quality Progress - September 2017 - 2
Quality Progress - September 2017 - 3
Quality Progress - September 2017 - 4
Quality Progress - September 2017 - 5
Quality Progress - September 2017 - Seen and Heard
Quality Progress - September 2017 - 7
Quality Progress - September 2017 - Progress Report
Quality Progress - September 2017 - 9
Quality Progress - September 2017 - Mr. Pareto Head
Quality Progress - September 2017 - 11
Quality Progress - September 2017 - Career Coach
Quality Progress - September 2017 - 13
Quality Progress - September 2017 - 14
Quality Progress - September 2017 - Expert Answers
Quality Progress - September 2017 - Field Notes
Quality Progress - September 2017 - 17
Quality Progress - September 2017 - 18
Quality Progress - September 2017 - 19
Quality Progress - September 2017 - Data Disruption
Quality Progress - September 2017 - 21
Quality Progress - September 2017 - 22
Quality Progress - September 2017 - 23
Quality Progress - September 2017 - 24
Quality Progress - September 2017 - 25
Quality Progress - September 2017 - The Deal With Big Data
Quality Progress - September 2017 - 27
Quality Progress - September 2017 - 28
Quality Progress - September 2017 - 29
Quality Progress - September 2017 - 30
Quality Progress - September 2017 - 31
Quality Progress - September 2017 - 32
Quality Progress - September 2017 - 33
Quality Progress - September 2017 - Better Intelligence
Quality Progress - September 2017 - 35
Quality Progress - September 2017 - 36
Quality Progress - September 2017 - 37
Quality Progress - September 2017 - 38
Quality Progress - September 2017 - 39
Quality Progress - September 2017 - 40
Quality Progress - September 2017 - 41
Quality Progress - September 2017 - A Study in Measurement
Quality Progress - September 2017 - 43
Quality Progress - September 2017 - 44
Quality Progress - September 2017 - 45
Quality Progress - September 2017 - 46
Quality Progress - September 2017 - 47
Quality Progress - September 2017 - Innovation Imperative
Quality Progress - September 2017 - 49
Quality Progress - September 2017 - 50
Quality Progress - September 2017 - Statistics Spotlight
Quality Progress - September 2017 - 52
Quality Progress - September 2017 - 53
Quality Progress - September 2017 - Standard Issues
Quality Progress - September 2017 - 55
Quality Progress - September 2017 - 56
Quality Progress - September 2017 - 57
Quality Progress - September 2017 - ASQ's 2017 Quality Resource Guide
Quality Progress - September 2017 - 59
Quality Progress - September 2017 - 60
Quality Progress - September 2017 - 61
Quality Progress - September 2017 - 62
Quality Progress - September 2017 - 63
Quality Progress - September 2017 - 64
Quality Progress - September 2017 - 65
Quality Progress - September 2017 - 66
Quality Progress - September 2017 - 67
Quality Progress - September 2017 - Marketplace
Quality Progress - September 2017 - 69
Quality Progress - September 2017 - Footnotes
Quality Progress - September 2017 - 71
Quality Progress - September 2017 - Back to Basics
Quality Progress - September 2017 - cover3
Quality Progress - September 2017 - cover4
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