Best Practice Events & Live Case Studies

We facilitate Live Case Studies and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

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Free Webinar: Learning from the 2022 Finalists

Watch at your own pace

Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
 - Showcase the winners from the 2022 Awards and identify key trends and challenges
 - Help you to become more effective in your role
 - Learn how to access over 100 inspiring case studies

Learning from the 2023 Awards

Watch at your own pace

The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.
 
The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.

Enhancing Efficiency and Engagement across 169 Branches at Bank of Ireland

2024 Innovation & Transformation Awards

Bank of Ireland has embarked on a transformative journey aimed at enhancing efficiency, transparency, and employee engagement across its branch network. Through the implementation of new systems and working practices, the bank is not only streamlining operations but also fostering a culture of collaboration and continuous improvement.

Inspiring Personal and Professional Development at eBay

2024 Innovation & Transformation Awards

Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.

Firstflex: Collaborative Problem-Solving at Firstsource

2024 Innovation & Transformation Awards

Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.

Firstlink: Transforming Operations at Firstsource

2024 Innovation & Transformation Awards

This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.

Empowering Workforce Through Employee Flexibility at hgs

2024 Innovation & Transformation Awards

Creating flexibility and improving work-life-balance is at the heart of this case study. The Planning team have embraced technology to support the  digital first strategy by utilising key features to provide greater flexibility for its people. Empowering people, allowing them to have more control over the working schedules and breaks has also meant removing unnecessary communication and manual tasks, to free the Planning team to add more value.

Navigating Operational Challenges with Data driven decision-making at Hiscox

2024 Innovation & Transformation Awards

A cultural transformation built on visibility and transparency of data and how this is used to drive better decisions. Trust has been built in understanding and using the data to change the decision-making dynamic. Confidence with data has improved the understanding of customer and colleague behaviour. This case study demonstrates the transformative power of data-driven decision-making and strategic evolution in driving operational excellence.

Driving global standardisation & the power of effective communication at indeed

2024 Innovation & Transformation Awards

The integration of the WFM team into operations was hailed as a game changer with tangible value, from strategic support to operational efficiency gains. The transformative power of consistent messaging, stakeholder support, and a clear plan for the future emerged as catalysts for success. By leveraging ‘playbook’ meetings to align resources with forecasted service levels, the team maintained stellar performance amidst challenges.

Enhancing Operational Efficiency at Leeds Bradford Airport

2024 Innovation & Transformation Awards

In a bid to bolster operational efficiency and foster employee engagement, Leeds Bradford Airport undertook a transformative journey built on core planning principles and operational effectiveness. Through candid discussions and strategic foresight, the team navigated challenges and harnessed opportunities, heralding a new era of organisational resilience and employee empowerment.

Shift Pattern Design Framework at Lloyds Banking Group

2024 Innovation & Transformation Awards

Implementing a shift review program in a large organisation comes with its own set of challenges, from negotiating with unions to designing fair shift patterns. Flexibility, effective communication, and a focus on employee satisfaction are key elements in navigating these challenges successfully. By learning from experiences and adapting strategies, Lloyds have demonstrated how to create a shift systems that meets both operational and employee needs effectively.

Empowering Teams through Innovative Workforce Management at Motorway

2024 Innovation & Transformation Awards

The implementation of the workforce management tool exemplifies Motorway’s commitment to innovation and employee empowerment. Through effective communication, strategic planning, and a flexible approach to change, the team successfully navigated through challenges, ultimately enhancing operational efficiency and fostering a work environment conducive to growth and success.

Operational Excellence at Novuna

2024 Innovation & Transformation Awards

Novuna exemplified the importance of effective team integration and operational efficiency in driving organisational success. Through collaborative efforts, transparent communication, and a commitment to continuous improvement, organisations can navigate challenges and seize opportunities in today’s ever-evolving business landscape.

Business Evolution at OVO Energy

2024 Innovation & Transformation Awards

OVO Energy epitomised the intricate balance between innovation and transformation, underscored by the team’s dedication to strategic planning, technological advancement, and people-centric growth. The journey towards staying competitive requires strategic planning, agile processes, and a people-centric approach. This case study provides the essence of this journey, highlighting the challenges, strategies, and future vision of a dynamic team.

Driving Operational Excellence at TSB

2024 Innovation & Transformation Awards

The TSB Planning team have demonstrated the importance of collaboration, skill development, and innovative tools in driving operational excellence within organisations. By creating a culture of open communication, embracing upskilling initiatives, and leveraging data-driven insights, teams can enhance performance, drive innovation, and achieve sustainable growth. This transformation has seen the adoption of Power BI and the transition from using excel spreadsheets to the implementation of a real-time alert system.

Customer Centricity at Water Plus

2024 Innovation & Transformation Awards

Water Plus, a prominent business water retailer, embarked on a journey to streamline their customer service processes through the implementation of a pod way of working. This case study delves into their innovative approach, challenges faced, and the remarkable outcomes achieved. By prioritising customer-centricity and investing in employee development, they have set a benchmark for excellence in the industry, paving the way for sustained growth and customer satisfaction.

Global Continuous Improvement and Collaboration at Worldpay

2024 Innovation & Transformation Awards

The Continuous Improvement Squad have embedded their approach to drive a culture of innovation and empowerment. Collaborating to help solve problems and prioritise improvements. Supporting colleagues with problem-solving workshops to help build their knowledge and confidence to identify new ideas and implement change. This inspiring case study demonstrates how to embed continuous improvement methodology as business as usual.

Benenden Health Planning Team and Steven Miller Planning Manager

2024 Planning Awards

This planning team, led by Steven Miller, defined clear goals, maximised technology, and fostered collaboration, achieving remarkable improvements. Their success extended to reducing attrition, improving offline availability, and gaining influence in IT planning. While transitioning systems, their collaborative efforts showcased their expertise, offering a blueprint for effective resource planning. The planning team consists of only three people, including Steven, which is testament to what they’ve been able to achieve and build upon in a relatively short space of time.

eBay Real-time Team

2024 Planning Awards

eBay’s Real-Time team has revolutionised risk management with its proactive approach and collaborative ethos. Quantifiable results show significant time savings and workload reductions, thanks to retiring outdated processes and implementing informative playbooks. Challenges that once hindered efficient risk management have been eliminated, promoting transparency and trust across the organisation. The team’s resilience in a rapidly evolving landscape has helped drive these improvements.

Leeds Bradford Airport Planning Team

2024 Planning Awards

This team revolutionised operations by adopting data-driven planning, refining stakeholder engagement, and streamlining processes, planning for security operations. Customer satisfaction saw huge improvements following queue times plummeting from 24 to 6.5 minutes and improved communication internally optimised resource planning and reduced errors. They removed inefficiencies, boosted employee satisfaction, and were able to attract high-quality recruits as a result. Through a culture of innovation and collaboration, they set a new standard for excellence in the aviation industry.

NFU Mutual Planning Team

2024 Planning Awards

NFU Mutual’s planning team evolved rapidly from a modest operation to a central strategic pillar within their organisation, overcoming scepticism, significantly increasing the team’s size and scope, and demonstrating the tangible benefits of strategic planning. Key to their success was establishing a strong, data-driven decision-making process, stakeholder engagement, and the ability to demonstrate the practical value of planning initiatives, leading to a broader acceptance and integration of the planning team’s efforts across the organisation

Wheatley Housing Planning Team

2024 Planning Awards

Wheatley Housing Planning Team is committed to enhancing operational efficiency and customer satisfaction through collaboration, automation, and strategic planning. Initiatives included streamlined communication, automating payroll processes, and implementing new telephony and WFM solutions. Challenges such as manual transitions and peak season volumes have been addressed with a focus on long-term strategies and cost efficiency. Process improvements have reduced processing times, while integration supports cohesive operations.

Mark Lincoln at Aviva

2024 Planning Awards

Mark aligned working patterns with demand which led to improved service quality and a 9% increase in queries handled and he was able to recognise nuances between voice and chat scheduling to optimise agent efficiency. By leveraging both experiential knowledge and analytical tools Mark advocates for a blend of instinct and data-driven insights, with an emphasis on the importance of historical data for forecasting.

Katherine Emerson at BT Group

2024 Planning Awards

Katherine’s shift pattern comparison tool has revolutionised shift planning, empowering team leaders and reducing reliance on planning input. Pre-launch, bespoke pattern requests surged at 10% monthly, dropping to a 3% overall reduction. Enhanced collaboration with operations ensured the tool was used to its full potential. The “Try Before you Apply” initiative streamlined recruitment into the planning team, allowing team members to understand what planning do and improving candidate selection.

Kristie-Leigh Armstrong at BT Group

2024 Planning Awards

Kristie-Leigh spearheaded a transformative journey in workforce management, with an  emphasis on communication, collaboration, and employee well-being. Through initiatives like Flexi-breaks, My Day and Uni-flex, she has helped shape a culture of accountability and inclusivity, reducing shrinkage and increasing coverage. Kristie-Leigh’s dedication to personal development and support for colleagues inspires others to embrace change, drive innovation, and prioritise the welfare of their teams.

Iain McFarlane at DHL

2024 Planning Awards

Through streamlined processes and a commitment to continuous improvement, Iain achieved significant savings and operational efficiencies. By fostering a culture of learning and embracing challenges, Iain empowered his team to excel and innovate. He exemplifies the potential for personal growth within the organisation, with a focus on operational excellence and customer satisfaction.

Zach Haddenham at eBay

2024 Planning Awards

Zach’s journey at eBay showcases the transformative impact of curiosity, collaboration, and innovation. From simplifying processes to implementing ground-breaking features, Zach’s proactive approach has not only solved long-standing challenges but also inspired others to embrace learning and teamwork, setting a blueprint for success in today’s dynamic customer operations landscape.

Mohamed Nasr at emovis

2024 Planning Awards

Mohamed led the implementation of the Genesys system at emovis. Through comprehensive testing with a test team and frontline feedback integration, he was able to ensure the necessary adjustments for operational efficiency. Colleague commendations highlighted Mohamed’s strong planning skills and proactive attitude, with his innovative suggestions proving successful. His contributions exemplify a commitment to excellence and continuous improvement.

Kat McCarron at Hiscox

2024 Planning Awards

Kat led initiatives to enhance planning for admin and outbound calling, improving efficiency and customer service. By scheduling dedicated admin time and implementing an outbound booking tool, agents experienced reduced pressure and increased productivity. Collaboration with the operations team streamlined referrals, while understanding underwriters’ workload improved processes and built stronger relationships.

Michael Ferrera at indeed

2024 Planning Awards

Michael champions accessible data presentation, pre-emptive issue identification, and real-time response strategies. His approachability and dedication to learning earn praise from stakeholders, while his collaborative spirit fosters a culture of innovation. Projects include self-scheduling implementation and a shift towards future-focused data analysis. Michael’s efforts not only streamline operations but also cultivate a data-centric culture.

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team