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

Types of Framework

This module delves into three types of quality frameworks suitable for diverse organisational needs:
- Performance Frameworks: Measures and targets performance with scoring mechanisms, aiding in performance management and meeting organisational goals.
- Coaching Frameworks: Supports individual improvement without direct measurement, focusing on future actions and collaborative development across the organisation.
- Customer Journey Frameworks: Generates insights for continuous improvement by analysing the entire customer experience, identifying both pain points and best practices.