2025 Best Practice Guide
Raising Standards

Capacity Planning Modules

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2025 Awards Case Study: Raising the bar on customer experience

Published on 19 June 2025

2025 Awards Case Study: Raising the bar on customer experience

The Quality Team at Openreach had a big challenge on their hands. Quality assurance (QA) processes differed greatly among 2,000 people in various roles and locations. This made it difficult to track performance, improve customer service, and create a fair and transparent system. They knew things had to change, so they set out to create a single, consistent QA model that worked for everyone.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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