BSI Luxembourg ASBL
Château de Wiltz
Frédéric Ponsignon is Associate Professor in Quality Management at KEDGE BS. He joined KEDGE in July 2015 after 9 years in England. Frédéric has developed a solid expertise on several subjects central to quality management through his research work and business consulting projects. His PhD thesis, obtained in 2010, focused on exploring the links between strategy, service offering and the characteristics of operational processes at EDF Energy. Since then, Frédéric's empirical work has: established a typology of operational excellence strategies; examined customer experience management practices; developed an analytical framework for assessing the quality of the customer experience; and explored the operational characteristics of customer complaints handling systems. The results of this work have been published in leading international academic journals. Frédéric is currently leading two self-funded research programmes focusing on the visitor experience at the Cité du Vin and on the cross-fertilisation of quality management and digitalisation.