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

Learn how to determine the optimal approach and build an operational playbook, in order to improve your Real-Time function and tactical planning framework.

After this course, you will understand;

 - 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

This course is for professionals, who want to make a tangible difference over the coming year, with robust frameworks for quality and improvement, based on proven methods.  Through the programme, you will:

- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

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 session, you will understand;

 - 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