Quality Framework

A Quality Framework is a structured program that sits across an entire organisation to set boundaries and structure to quality improvement.

The simple theory being that each ‘section’ of a business has an influence on quality.

There are lots of theories, models and structures you will find online but broadly they can be defined as having four key entities or stakeholders:

The four entities of a Quality Framework

1. Customer Demand (Stakeholders)

There has to be a reason for your business to exist.

To meet a customer demand for something.

It might be a product, service or both.

But one thing is for sure, very rarely does it ever standstill.

2. Direction (Policy)

The business leaders have to decide how they will respond to that market demand.

Setting the Corporate Plans, the Vision and Mission for the organisation and the Goals and Objectives.

3. Facilities (Organisation)

How the business will meet the corporate plans etc.

This includes the organisation structure, the incentive programs and the quality management systems.

4.  Products and Services (Means)

Where the business actually produces the products or services including the people, resources and the means of production.

You can read more about this model including a great diagram on the Business Analysis Excellence website.

Designing a Quality Framework for a Call Centre

Designing a Quality Framework is often seen as one of the most difficult components of setting up a contact centre. Thankfully, there is help available! Visit our CX Skills website to find our upcoming courses or search our CX Directory to find consultants who can help.


Justin Tippett
About Justin Tippett 73 Articles

I'm the founder of CX Group Australia and one of the leading authorities on Contact Centres and Customer Experience in Australia. I help businesses to deliver and optimise their customer experience to deliver measurable business outcomes and was named as one of the Top 25 CX Influencers for 2019.

I'm also the person responsible for the memes on the Call Centre Legends page😮

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