The quality & customer experience community

Main challenges & Issues

Our 2012 research shows that some of the key issues faced by looking to use or implement Quality Management were:-

  • Changing the culture of the business to see quality in new n
  • Defining a quality standard and how we choose to implement n
  • The cost/benefit of Quality Management remains largely subjective
  • Gaining consistency in the evaluation
  • Producing standard and powerful reports
  • It is resource intensive to understand root cause of issues
Read the full article.

First published in the 2012 Best Practice Guide Planning for Peak Performance

To see more of the 2012 Benchmark research click here

Take a look at these articles, videos and links
2012 Benchmark Research
Planning for Peak Performance
Speech Analytics at The Forum
The 2013 performance and quality survey (P&Q Campaign)


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