The whole-experience framework
Total QX™
The whole-experience approach to building a business people remember.
Your customers deal with one business. So do your staff, and so do you. Not the sales team, or operations, or finance, but the whole thing: the promise kept or broken, the handover that’s clean or clumsy, the problem someone owns or nobody does.
Total QX (Total Quality Experience) improves that whole business, not its isolated parts, and it holds every improvement to one standard: good for the customer, good for the staff, and good for the business, at once.
Two ways in
In briefThe summary pathThe working idea and the shape of the framework, fast. Start here for the gist.In depthThe detailed pathThe full architecture and the reasoning under it. Start here to see how and why it works.The framework, part by part
Seven parts, one system. Start anywhere, switch depth on any page, and follow the thread through to Total QX in action.
- StartTotal QXThe whole system, and the two ways to read it.You are here
- 01The frameworkWhat Total QX is, why it works, and who it is for.In briefIn depth
- 02Core principles & pillarsThe Cornerstone, the Tenets and Pillars, and the twelve Principles the whole approach rests on.In briefIn depth
- 03Quick winsTotally Consumable QX™: the Power of WOW and the Power of Small.In briefIn depth
- 04Touchpoint Experience Design™Designing every interaction so it builds connection, not just throughput.In briefIn depth
- 05Value Impact Goals™Goals that measure meaning and outcome, not just activity.In briefIn depth
- 06Engagement Experience Quotient (XQ™)Measuring how an experience is felt, the part traditional metrics miss.In briefIn depth
- 07Implementation & diagnostic toolsThe instruments that spark, measure, and diagnose: what puts the framework to work.In briefIn depth
- EndTotal QX in actionHow all seven parts work as one system, from first principles to measurable change.Read it
Common questions
- What is Total QX?
- A whole-system business optimisation framework: it improves the entire connected system of a business, not its isolated parts, and every improvement has to be good for the customer, the staff, and the business at once.
- Who is it for?
- Owners and senior operators of established businesses who can see the gap between what the business could be and how it actually runs, and who would rather fix the system than keep patching its symptoms.
- Where should I start?
- Either path works. Take the summary path for the working idea and the shape of the framework, or the detailed path for the full architecture and the reasoning under it.