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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.