QDM
QDM is the acronym for this
What is Quality Driven Management?
This term refers to how customers perceive every interaction with FedEx
What is "customer experience"
CED is the Acronym for this project.
What is the project creating the new Customer Experience Desktop?
This person is the most relevant senior leader over CE
Who is Brie Carere?
This holiday is celebrated on July 4th in the US.
What is Independence Day!
This is the most common approach/process used in QDM
What is the ABLE process?
This metric measures how likely a customer is to recommend FedEx services.
What is NPS (Net Promoter Score)?
The name of the vendor team that took over after WIPRO
Who are Accenture?
Newly announced Manager on Ashley Praytor's Team.
Who are Kelsie Jones and Carly Morse?
This flower is associated with the month of July.
What is Larkspur - > positivity, grace and strong bonds of love
ABLE is the acronym for this QDM process.
What is Access, Build, Launch and Evaluate?
This concept focuses on understanding the full lifecycle of a customer’s interaction.
What is the customer journey?
This system provides a single interface for agents to access customer information.
What is CED?
New VP over CE Operations.
Who is John D. Sowell?
This holiday celebrates the end of slavery in the United States.
What is Juneteenth National Independence Day
Why it’s important:
The most prestigious award in QDM
What is the QDM Gold Cup?
This strategy emphasizes putting the customer at the center of all decisions.
What is customer-centricity?
Recently launched to provide Global Reporting for all regions?
What is the CED Global dashboard?
She used to be the MD of our team.
Who is Kym White?
This July 14 holiday celebrates the French Revolution
What is
Bastille Day (July 14)
Name 3 of the 6 QDM principles
What are:
Quality involves teamwork?
Measure, Measure, Measure?
Be Scientific?
View failures as opportunities?
Optimize business performance?
Customers Define Quality?
This training will help us transform operations, customer experience and efficiency
What is Udacity AI Mandatory training?
This metric evaluates how effectively agents resolve issues using CED
What is first call resolution (FCR)?
This FedEx leader hosts “Time Out with ____” to share updates and insights with the team.
Who is SVP Neil Gibson?
This City is the #1 trending summer tourist city globally.