Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

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.