Best Practice Events & Site Visits

We facilitate site visits 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.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

Onboard Training From London To Inverness At LNER

Published on 11 June 2019

Onboard Training From London To Inverness At LNER

Virtual Site Visit, 11th June 13:00

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

Onboard training from London to Inverness at LNER

See how planning helped tackle complex challenges in introducing the first new train type in 30 years, itself the first step in a journey of digital transformation.

Summary 
Successful implementation of the new Azuma trains has depended as much on the planning and delivery of training, as the technical introduction of the trains themselves. This required complex planning on such a crowded rail network, including suspending two daily services and gaining flexibility on schedules from colleagues. Yet over 1,600 crew were successfully trained, at the same time that trains were being tested and drivers trained, losing only one service in 18 months. Customer experience is transformed – moving LNER to 3rd out of 28 operators. And technology now provides new facilities and data, paving the way to expand the services further, in a competitive marketplace. Adapting key planning approaches, to face new challenges with limited technology, this is all about engaging with people at the right time to bring them on board on this strategic journey of change. 

Results 

  • 1,600 train crew trained in 11 different roles 
  • 92% colleagues suggested Azuma training 
  • Training completed in 18 months 
  • 20 point increase in customer satisfaction 
  • 3rd most popular train company, 6th out of 28 

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.

Outline Agenda

13:00   Introductions: Forum introduction and a quick introduction from everybody present

13:15   Finalist Story: The finalist shares their story in a presentation

13:45   Meet the team: Speak to those involved about how they have delivered 

14:30   Break

14:45   Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists

15:45   Takeaways & Next Steps: What have you taken from this session? What will you do differently?

16:00   Close

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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.

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


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