Breakthrough Performance: Planning Newsletter May 2016




Late last month we launched our latest best practice guide and Breakthrough Performance theme at our annual Customer Strategy & Planning conference, in Stratford upon Avon.

“Breakthrough performance becomes possible when we extend the boundary of our thinking.”

Whether you are the first in your family, your business or industry, pioneers extend our thinking and provoke transformation. It is within our gift to set new standards and personal best performances, creating positive new habits and inspiring others to follow, succeed and surpass. How can you pioneer breakthrough performance?

What research, resources or support do you need to make a breakthrough performance? History shows that breakthroughs rarely happen by chance, new horizons are reached by planning, preparation, practice, coaching and support. By understanding our capabilities, we can focus on the right training and identify the most suitable support to become the best possible version of ourselves.

Through this collaborative way of working we will go further, faster together. If we can each set individual personal bests as a team and organisation we can all benefit from the cumulative marginal gains. Momentum build when we see from new perspectives, learn from others and share one vision.

Our 2016 Best Practice guide features more inspiring articles to help you achieve your breakthrough performance, as well as 12 innovation awards case studies and the chapter on Planning and how you planning function can go from good to great.

The National Planning Awards could be the starting point, or turning point for you and your team. Benchmark yourself against other organisations and fellow professionals, learning what others do and how you can improve. Registration is only open until 31st May, please see below for more information on how to enter.



Phil Anderson
Senior Customer Contact Specialist
Lead of The Professional Planning Forum
The Forum
01772 797 138

National Planning Awards - Entry closes 31st May

Imagine what it must feel like to work for the Team of the Year, or be recognised in the industry as a Manager or Analyst of the Year?

The awards process is part of the Professional development programme providing an opportunity to benchmark your skills against your peers from across the industry, via the judging and peer-to-peer assessment. The finalist day provides a unique learning opportunity to meet fellow professionals in similar roles and compare your capabilities and skills and create your own development roadmap.

The awards will recognise those who are making a difference in their organisation and whose story will inspire others the raise standards further. Your journey may only be in its infancy however you may be industry leading, or a pioneer breaking through. As our theme states we will go further, faster, together and the awards programme demonstrates this sharing best practice, ideas and talent to the wider community.

We encourage all planning professionals to enter and experience the awards process, if the timing isn’t right for your team, yourself or your colleagues we are still interested in hearing from you.

Please email: for your registration and nominations forms, or to arrange a conversation with the Specialist team.

Important dates for your diary:

  • Final Entry: By 31st May
  • Finalist Days: 6th July, Newcastle and 14th July, Solihull
  • Awards Gala Dinner: 29th September, Leeds
  • National Planning Conference: 29th November, Nottingham

Last year’s winners:

  • Team of the Year – Tesco Bank General Insurance
  • Team Award – Lifestyle Choice & Engagement, LV= Claims Planning Team
  • Team Award – Back Office & Business Partnering, RSA Regions Account Team
  • Team Award – Planning Best Practice Framework, Capita Life & Pensions
  • Manager of the Year, Performance Impact - Phil Coole, LV=
  • Manager of the Year, Engagement & Cultural Transformation – Tracy Johnson, RSA
  • Analyst of the Year – Paul Jackson-Moss, Co-operative Banking Group
  • Rising Star, Small Operation – Louise Atkinson, Yorkshire Housing
  • Rising Star, Large Operation – Diane Norton, RSA

The following awards were also given to recognise both excellence and contribution to the industry:

  • Planning Hero Award – Patrick Dinsmore, npower
  • Professionalism Award – Aaron Gourlay, Eurostar International
  • Challenge Award – Shop Direct

A message from our CEO

I wanted to let the you know that Simon Butler will be leaving the Forum at the end of May to take a senior leadership role at esure. May I personally thank Simon for the huge part he has played in the development of The Forum over the last 18 months, especially in developing our community of professionals in Planning, Insight, Quality & Customer Experience. I am sure Simon will remain an active member of our community in his new role and continue to provide his insight and support to our members. The role of leading the professional communities will be taken on by Phil Anderson and Chris Rainsforth who many of you will know.

The Forum continues to develop and grow and as a result of this growth we are looking to recruit a number of experienced professionals over the next 12 months. For more details, if you are interested in joining the team, please clickhere.

Steve Woosey, CEO, The Forum

2016 Innovation Awards & Site Visits - Book your places now

Site visits offer a unique insight inside our innovation award finalists. An opportunity to meet these who were involved and gain a deeper understanding of how they made changes and improvements to become best practice role models.

The visits that will be of particular interest to our community are listed below. Spaces are limited so act now and book your places:





22nd June

Geoban (part of Santander UK)


Planning, Insight, Journey, Back Office

23rd June



Planning, Strategy

5th July

Direct Line Group


Planning & All Forums

21st July

Co-Operative Banking Group


Planning, Journey. Retail

8th Sept

RS Components

Corby (East Mids)

Strategy, Planning, Customer, Digital

13th Sept



Planning, Leadership, Culture Change

22nd Sept



Strategy, Technology, Customer

27th Sept



All Forum


Other dates for your diary:

Find out more about all these events on our website. 

9th June

Partner Event: Interactions


14th June

BSc year in Customer Contact Planning & Management


28th - 29th June

Advanced Certificates in Customer Contact Planning & Management


w/c 11th July

Best Practice Week: Best Practice in Customer Insight


1st - 31st Aug

Professional Development Week


w/c 19th Sept

Best Pactice Week: Real-time Management & Tactical Planning


20th Sept

BSc year in Customer Contact Planning & Management


21st - 22nd Sept

Advanced Certificates in Customer Contact Planning & Management



Phase 3 Challenge completion statement


w/c 3rd Oct

Best Practice Week: National Customer Service Week


Best Practice Update from around The Forum

Find out what members are up to and what’s new in the Planning Forum worldonline, in training or in our events and activities

Sign up to these regular monthly updates here.

Latest Jobs

For more details on these and a wider range of available positions,look online.

  • Customer Contact Specialist @ The Forum
  • Senior Management Information Analyst @ Royal borough of Greenwich
  • Business Improvement Manager, Bedfordshire, £45k - £50k + bens
  • Resource Planning Manager, Warwickshire, up to £45k
  • MI Analyst, Manchester, £30k - £35 + bens




In this edition:

  • National Planning Awards
  • A message from our CEO
  • 2016 Site Visits
  • Upcoming Events
  • Best Practice updates
  • Latest Jobs




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