See how benchmarking and accreditation can help you raise standards

Independent accreditation is a ‘license to operate’. Learn from best- in-class with our pioneering standards frameworks for Planning & Insight. Validate your approach, create a roadmap for improvement & gain extraordinary access to learn how others work. Position yourself against the industry & gain recognition for your strengths.

Peer review is at the heart of our approach to benchmarking, with most members visiting at least two other operations, before completing their self-assessment and hosting a peer review day themselves. This gets you really close to understanding what others do and what drives the impact of an effective planning or insight function.

Card image cap

"Standards Accreditation gives us an independent ‘licence to operate’ and showing the progression each year is really powerful. In the first years there was lots to do, but then you reach a tipping point”. Marcus Smith, Strategy & Insights Manager at Direct Line

Get in touch
Card image cap

The new best practice framework for Planning, launched in 2019, defines the timeline from strategy to day of operation, to help us think differently about how each stage influences operational outcomes. It also brings to the fore the engine driving the planning cycle and how our models & data support this.

See more
Card image cap

The new best practice framework for Insight, launched in 2018, analyses the flow of insight and how to unleash the power of data in a connected world. We have a lot of data, but to use it well we need a common language, robust structure & production methods and take steps to overcome skills siloes or gaps.

See more
Card image cap
 

Accreditation is easy, by tracking progress with your development through the Learning Academy framework. You can gain Foundation or Specialist Level by completing modules in the Academy. Join us in raising standards in customer operations.

See more
  • If you’re new to Standards Benchmarking, this is a journey that focusses improvement, you don’t need to have fixed things before you start! There is so much to learn from peer review and the improvement roadmap is a great tool to give to a new manager or support the work of a change team within the business. 
  • Typically, members are looking to validate their overall approach or focus in one area of the operation, leading to accreditation in years 2 or 3, as the roadmap is implemented. Some organisations however are ready with the detailed evidence in all areas and jump straight to accreditation from the first year. 
  • Each year, experienced teams are then able to dig deeper, to reflect growing confidence and changes in scope or business priorities. 

What our members say


“We benchmarked before we began our transformation journey. Now, each year, we can see the difference, we could show when we started to be best in class in an area”. Daljinder Kaur, Head of Resource Planning at Yorkshire Building Society.

"Standards Accreditation gives us an independent ‘licence to operate’ and showing the progression each year is really powerful. In the first years there was lots to do, but then you reach a tipping point”. Marcus Smith, Strategy & Insights Manager at Direct Line

I was able to visualise and really appreciate how far we had come.” Richard Aldous, Head of Resource Planning, Thames Water
 


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Workshops

MI & Performance Analysis
9th- 10th October, Manchester
Understand best in class and how to improve data structure & accuracy and analysis techniques.

Other Learning Workshops

Conferences

National Conferences 2019
6th November 2019
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2020
27th & 28th April 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch

Copyright © 2019 - All Rights Reserved - theforum.social