Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

Aligning Quality Measures

Published on 26 September 2024

Aligning Quality Measures

This module explores aligning quality assurance measures with organisational goals to enhance quality and demonstrate the value of the quality function:
 - Quality Focus: Emphasises improving actual quality rather than just scores, integrating customer experience, company alignment, colleague support, and compliance.
 - Customer-Centric Measures: Uses feedback like CSAT and NPS, along with operational metrics such as First Contact Resolution (FCR) to reflect real customer satisfaction.
 - Business Perspectives: Considers financial impacts, evaluating handle times, sales effectiveness, and churn to align quality actions with business objectives.
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