Best Practice Site Visits & Events

We facilitate site visits and best practice day's, 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. Book early, as places are limited. We will be adding further dates for 2020 in the coming weeks. 

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.
 

LNER Site Visit

Published on 11 June 2019

LNER Site Visit

11th June, York

Your chance to visit our  our Innovation & Transformation Awards finalist, LNER who are taking planning techniques to other areas of the business with amazing results.

Planning for the first fleet of new trains in 30 years at LNER

LNER have done an unbelievable job planning for the roll out of the first fleet of new trains on the East Coast Mainline in 30 years.  Key to the transformation was the collaboration between Trade Unions, Catering and Local Management teams ensuring the training journey and delivery is seamless.

  • Learn how LNER planned for 1,600 people upskilling them to the new Azuma train, the first new train in 30 years providing a quicker route between Edinburgh and London
  • With Resource Planning teams in 4 locations across the route using an infinite planning approach.  See how they cross coordinated sessions and staff to ensure full capacity on services, whilst still keeping the day to day resourcing of services going.
  • This is the first step of a journey to a digital railway.  Engaging the staff and improving the net advocacy score.

This story demonstrates how contact centre planning principles can be applied to a vastly different environment. What stands out in this submission is the complexity and scale, the range of skills and people. With limited technology, using EXCEL for instance, this is all about engaging with a range of people at the right time to engage them on this huge strategic change.

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Author: Alison Conaghan

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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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