Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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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.