Training Master Class November 2012 – developing the quality framework


Our very first training event for the quality team went hugely well on November 21-22 in the East Midlands. This course was on how to improve the quality framework and link quality more closely with customer experience. With great presentations from experienced practitioners and students from organisations who were keen to learn, this was a very auspicious start to extending the Planning Forum’s training into this new area.

Zelia Bignal, Quality Analyst in the new quality team at Volkswagen Financial Services, was enthusiatic  about learning from experienced practitioners. “It was really useful to find out how other people are setting up their framework and how they overcame obstacles”, she explained.

“It was most useful to learn from others, particularly the case studies”, agreed Anne-Marie Walker, responsible for quality at Student Loans. “And as a result of the master class we will be able to develop our QA framework with a clearer understanding of what we are trying to achieve and promote transparency in what we do”.
 
Two topics that are hot issues in the wider community were also important areas of focus on the course.  Firstly bringing together different sources of customer experience intelligence - from quality, feedback surveys and analytics . Secondly reviewing the role of the quality team and how quality data is used within the organisation – in particular gaining the right buyin from operational teams.

Chris Rainsforth, Insight Manager, npower found this aspect particularly helpful: “Good two days – well worth the time/effort.  I found the information on loyalty enabling behaviours and NPS really useful … it will add to my dream of triangulation.”

Sam Stockwell, quality manager at Student Loans sums it up: “Very useful meeting other people from the same professional background, sharing ideas and best practice, taking away new ideas … very useful – now I would like to attend a further workshop!”

See full course details or contact us on email events@planningforum.co.uk if you would like to be part of the next running of this course – which is planned for May or June 2012. Or ring 0333 123 5960 for more information

print

Take a look at these articles, videos and links
Quality Master Class


 

Click on the event below to find more information

#
#
#
#
#
#
#
#
#
(c) Professional Planning Forum 2000-2014