Introduction to Real Time
This module provides an introductory understanding of:
- The fundamental inputs and outputs of Real-Time processes.
- The role of Real-Time Planning within the planning cycle
- The characteristics of best in class Real-Time teams as evidenced through The Forum's standards-benchmarking programme
Volatility vs Flexibility in Real Time
Develop a deeper understanding of your supply and demand intra-day profiles to understand how much flexibility you have and need.
- Understand how to measure the variability of intraday profiles
- Learn how to create triggers for action to flex your staff
- Improve your operational readiness to become more effective
Using RAG models to take action
Understanding how to create effective thresholds to really drive improvement through easy to understanding Red, Amber and Green status. This module will explore classic mistakes and top tips to improve how you communicate numbers:
- The purpose of Red, Amber and Green status
- Mistakes to avoid
- Top tips, new techniques and tried and tested examples
Measures of Success: Balanced Scorecards
Understand how to create the right measures to track and develop your real time effectiveness. Learn how to create the right process, aligned to your strategy and how to take a holistic view when setting measures of success. Learning outcomes include:
- What does good look like? Explore the key characteristics of an ideal real time function and key considerations to develop understanding and learning.
- Define your purpose. Understand how real-time planning can support your business strategy and impact it can have on customers and colleagues.
- Creating the right measures. Understand different perspectives and develop a holistic framework of success measures.
1-Day Stakeholder Engagement and Communication
Learn how to create your own stakeholder map and communication plan, teaching you basic influencing skills to help you succeed. After this course, you will;
Digital Channel Planning
Wednesday 12th June, 10:00 - 11:30
Free Webinar - 2020 Vision: Crystallising your knowledge Launch
2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.
This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.
- “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson - 2020 Best Practice Guide launch and chapter review - 2020 Best Practice Programme – how to get involved
Free Webinar: Contact & Call Centres Re-imagined - Planning Flexible Workplace Strategies for the traditionally non-flexible business. Sponsored by Anaplan
Remote and hybrid work was historically seen as only for the lucky few, and certainly never for the likes of contact or call centre workers. That all changed when the pandemic sent all non-essential workers around the world home. It not only worked – many businesses saw productivity increases. Twelve+ months later, with lessons learned, the question on many leaders’ minds for their business critical contact centres, is should we bring them back?
The right decision is not obvious, and must be anchored to the business goals and strategy. We will spend this session sharing approaches and highlighting some of the dependencies and variables to consider as you navigate the future of work for your organisation.
Free Webinar: How your business can fight back against volatile demand. Sponsored by QStory
Traditional forecast models and techniques have been undermined by changes in customer behaviour as a result of the pandemic which have made demand levels increasingly volatile. Instead of being a cause for concern, is this an opportunity for Planning teams everywhere to change their focus? Is it time that the focus was placed on flexibility and the ability to respond to volatility? In this webinar, David Preece from QStory and Dave Vernon Director at The Forum will discuss the drive for accuracy vs the drive for agility and highlight the key role that Intraday Automation can play in helping planners to adapt to 'the new different'.
Best Practice in Planning Assisted Learning Pathway
Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.
After this course, you will;
- See how each planning stage impacts others - Explore the importance of handoffs and the data journey - Understand the importance of shrinkage and forecasting in maintaining an effective plan
Capacity Planning, Forecasting & Budgets Assisted Learning Pathway
This course gives you knowledge to support you in your role and overcome the obstacles you face, to help you create a culture of data-driven decision making.
After this course, you will understand;
- The key numbers in a capacity plan & how to explain them - How plans & forecasts flows from strategy & budgets through the entire planning cycle - Managing data to ensure a single version of the truth
Scheduling & Wellness: Managing Flexibility Assisted Learning Pathway
Learn about lifestyle and wellness options that help balance people with business needs and explore the volatility of your operations’ workload.
- How to analyse your flexibility requirements and opportunities - What options are available to improve your coverage while supporting wellness & lifestyle - How to develop a flexibility strategy that is a corporate asset
Real-time Effectiveness & Tactical Planning Assisted Learning Pathway
Learn how to determine the optimal approach and build an operational playbook, in order to improve your Real-Time function and tactical planning framework.
- The role of Real-Time and how to add most value as analysts - The predictability/impact of events. How to set effective triggers and actions - How to analyse your flexibility demands and manage shrinkage
Planning & Insight in Field & Branch Operations
After this session, you will understand;
- The key drivers of performance and how to explain them - How to set up effective data, reporting & comms plans - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting
Planning & Insight in the Back Office Assisted Learning Pathway
Learn how to apply the whole planning cycle, from capacity to scheduling & real time, with the chance to explore further your role and where it fits in.
- The key elements of capacity plans and backlog management - How to set up effective data, reporting & comms plans - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting
Operational Readiness & Effectiveness Assisted Learning Pathway