Our bookmarks on this topic are also at pinboard.in/u:unison/t:assessments/
From Quality in Education: Keeping the momentum of continuous improvement is a challenge. Over time, it is easy to become complacent with current levels of implementation. Is it time to take it to the next level?
Very little about the customer experience was ever recorded let alone questioned and improved. What ever can be done quickly and impersonally is usually the road taken.