Carnival Cruises UK Awards Case Study 2013: Flexibility: annualised hours, homeworking & second jobs

Click to see the full Case Study, and Conference Presentation

Engagement and commitment has enabled Carnival UK to deploy the Flexibility Toolkit to resource evenings, weekends, seasonal variation, peak hours and short notice changes.


Extending opening hours and introducing annualised hours, homeworking and ‘second jobs’ has helped Carnival UK create flexible resourcing for seasonal peaks and troughs and resource evening and weekend shifts. There is strong planning capability and exceptional flexibility around breaks and short notice changes. Critically, flexibility works because of a wider focus on communication and development that generates the inner commitment that causes people to respond positively to requests for flexibility. Significantly, sickness is down to 2.7%, employee retention is up to 91%, and employee satisfaction is up 16 points. Calls per FTE are up 14% and conversion rates have risen 96%.

Site visit report, 26th September in Southampton

Attending Companies – Affinion International, Ageas 50, Catalyst Housing, EE, Eurostar, Intercall, L&G, LV=, Nationwide Direct, NHS Direct, Radian, RBS Bank, Thames Valley Police, Volkswagen Financial Services
Delegate Testimonial - Most useful and enjoyable parts of the day?
•          Speaking to others – to be able to see how they use the toolkit and what works well and not
•          The workshop helped to engage in the toolkit and understand how it is used in other organisations
•          Good to get ideas across different industries
•          Thinking outside the box
Delegate Testimonial - What will you be able to do as a result of this visit?
•          How annualised hours can work, consideration of other options from the toolkit
•          Making drastic changes needs an understanding of business culture in your organisation and what counts as an incentive for your staff
•          Try and implement some new strategy into our workforce for the future
•          Treat adults as adults
•          Be open to letting go of adherence
Recommendation Rate = 100%


  • Sell conversion rates up 96%
  • Calls per FTE have increased 14%
  • Retention up from 86% to 91%, YTD
  • Absence down 42%, from 4.6% to 2.7%
  • Employee satisfaction up 16 percentage points
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