Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 26 September 2024

Customer Outcomes

This module discusses enhancing customer outcomes through quality and improvement processes under regulatory frameworks:
- Customer-Centric Outcomes: Emphasises achieving the right customer outcomes to enhance satisfaction and loyalty while reducing costs and boosting revenue.
- Cultural and Measurement Shift: Moves from tick-box evaluations to outcome-based assessments, necessitating significant changes in performance culture.
- Quality and Process Improvement: Advocates for a holistic approach to quality, assessing the entire customer journey to drive improvements across the organisation.