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Published on 27 April 2019
When we talk about behaviour-based quality we are normally moving away from a tick box exercise (what did you do) and looking more generally at the behaviours that make the difference (what outcomes did this drive).
Standard quality frameworks can be heavily focussed on the transaction, what you did or didn't say, However, in a behavioural framework there is more emphasis on the soft skills. Quality becomes a tool focussed on the behaviours that are needed – accountability, ownership and responsibility for specific customer or business outcomes.
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First published in the 2019 Best Practice Guide
Author: Leanne McNamee
Categories: Library, Quality & Customer Experience