Continuous Improvement Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources. They will be scheduled through the year and you can submit your interest at any point.

Review Frameworks

Hosted on 19th August 2020 by Ian Robertson

For effective quality and improvement we need review frameworks but these aren’t always as effective as they could be.  In this module we explore the principles that will allow you to design and use your frameworks to deliver real value.
 - Hear about the purpose of review frameworks and the value they can deliver.
 - See the different types of frameworks we need to deliver sustainable improvement
 - Learn from some of the most frequently asked questions from our members.

The Quality & Improvement Cycle

Hosted on 30th July 2020 by Paul Smedley

Learn the role quality and improvement can play in implementing your strategic objectives.  Understand the importance of your role and how you can help others.    
 - Hear how a framework can help us drive success
 - See “The Quality & Improvement Cycle”: step by step
 - Learn how to transform your impact within your operation

The Four Lens Model – Delivering the company’s strategy

Hosted on 24th July 2020 by Ian Robertson

In this module we look at our Strategy Pyramid Model from the perspective of quality and improvement.    
 - Hear how to reduce conflicts within your organisation
 - See how to give focus where it matters
 - Learn how to deliver balanced and sustainable value and benefits that support your organisational strategies

Data Visualisation

Hosted on 22nd July 2020 By Ian Robertson

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  
 - Understand why your existing reports don’t excite or engage your stakeholders
 - Learn the basics of data visualisation and how to communicate information
 - Apply “2 key questions” and start the use the tools and resource you need 

Emotional Engagement & The Power of Stories

Hosted on 17th July 2020 by Ian Robertson

Often facts and data will not get our message across. We need to understand our audience and use emotional engagement techniques to bring our insight to life. In this module we explore some simple emotional engagement techniques to make your communications, presentations and reports more meaningful. We also explore the power of stories in understanding our stakeholders and overcoming their fears and doubts.

The Pyramid Principle for Effective Communication

Hosted on 17th July 2020 by Ian Roberston

Like us our stakeholders have limited time, we rarely read every emails and report we receive end to end, and neither do they. We may have just a few seconds to land our message and get our audience to take action or read on. The pyramid principle is a simple technique to help you structure your communications and reports to quickly answer the “So what?” and land your core message.

Accuracy & Confidence

Hosted on 15th June 2020 by Ian Robertson

Accuracy is important in any insight or forecast we produce but 100% accuracy is often not possible. In this module we will explore some statistical techniques to understand the accuracy and limitations of our insight and forecasts and how to communicate this with your stakeholders. In this module we will cover:
 - Standard Deviation  
 - Margin of error  
 - The language of confidence

Root Cause Analysis

Hosted on 21st April 2020 by Ian Robertson

Root cause analysis is a core skill for analysts and forecasters but is something that few of us do well.  If we want to predict or shape the future it is vital that we understand the past.  In this webinar we will explore

- Why do we need root cause analysis
- How do we ensure we are asking the right questions
- Common Mistakes
- Use of technology to support root cause analysis


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.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2020 - All Rights Reserved - theforum.social