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Quality Management

Which statement better describes the current state of the Quality Management System (QMS) within the organisation? (FDA Maturity Model)

An initial, unpredictable, and reactive approach towards Quality in which work gets completed is often delayed and over-budgeted.

A project-level approach in which projects are planned, performed, measured, and controlled.

Defined and proactive rather than reactive approach towards Quality in which organisation-wide standards guide projects, programs, and portfolio.

A measured and controlled approach towards Quality in which organisation is data-driven with quantitative performance improvement objectives that are predictable and align to meet internal and external stakeholders' needs.

The Organisation is focused on continuous improvement, and it is built to pivot and respond to opportunity and change. The organisation's stability provides a platform for opportunity and innovation.

Evidence

Which statement better describes the current state of the Customer Experience within the organisation? (ARBEL Customer Experience Maturity Model)

Customer Experience is important, but funding and upper-level support are minimal. This includes limited KPI's around the customer.

Customer Experience is essential and initial programs are being put in place, but the effort is still not connected with profitability. The organisation is starting to utilise KPI's in Listen through Serve.

Customer Experience is critical to the organisation, and executives understand how it's connected to actual results: It's not Customer Experience for Customer Experience's sake.

Customer Experience is a core part of the organisation's strategy and objectives. KPI's driven across all levels of customer experience leading to better decisions and training need identification.

Customer Experience is the organisation's DNA, the essence of everything and anything the organisation does. KPI's linked to growth strategy, investment function and compensation.

Evidence

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Secure Forte

Level 12, 141 Walker St., North Sydney NSW 2060, Australia

info@secureforte.com.au

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