Are you ‘fit for purpose’? The 2015 Quality Challenge

Whose needs does your quality and customer experience framework actually meet? With over 30 member organisations already signed up to the year-long programme, find out how this can help you make life better for your customers, colleagues and business.

The 2015 challenge is underway: doing better for your customers and people. It’s our inaugural programme for Quality & Customer experience teams, with workshops in Leeds and London bringing together member organisations across multiple industries to develop the organisation’s capability in this area. Research, in the following pages, demonstrates that customer experience is now often a key  performance metric, yet satisfaction scores are actually declining year-on-year overall. What’s more, less than 1 in 5 QA functions are very effective at providing customer insight or correlating internal and external metrics. Quality teams face a sea-change; what’s been common practice for the last 10 or 20 years is no longer fit for purpose. Business leaders are looking to see value from all teams in the business; what is our contribution to the key business imperatives?

Read the full article.

First published in the 2015 Best Practice Guide Changing gear: rise to the customer challenge.

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