Use this when:

• You want to apply customer learnings to future solutions

• Your team needs a shared understanding of what quality means for the people you serve

Tips:

• Be specific. The team is defining how everyone will observe and hold one another accountable to quality for the customer.

• Start from the customer. Use real insights, not opinions, to define the bar for quality.

• Balance ideal and achievable. Focus on qualities your team can see, test, and support.

• Make accountability possible. The goal is a shared language to hold each other to when tradeoffs show up.