Learning Academy Module Recordings

Over 140 modules of learning form the backbone of our academy, allowing you to focus on what is most relevant and important. Join the courses as online webinars for just £45pp and pace yourself, with learning modules every month or quarter, to build a development plan for the year that is bespoke to your needs. If you missed the live webinar you can watch the recording below. Some of the webinars are repeated but hosted by different Specialists. If you have a favourite you can choose to view their webinars.

Free Webinar: Planning for COVID-19: Part 2 Scheduling, introducing flexibility

Hosted on 31st March 2020 by Phil Anderson and David Preece

Discover different ways to add and increase your flexibility to meet the changing demands for your business. Learn how to prepare your colleagues and how to support them into temporary changes to their working patterns. Learn how to increase and decrease hours, depending on your need.

 - Learn how other organisations have applied the flexibility toolkit
 - Pitfalls to avoid and classic mistakes that can come back to haunt you
 - Distinguish being tactical trials and pilot schemes and long-term strategy 

This is the second in a four-part series in the Planning COVID-19 learning academy series.
 

Free Webinar: Successful Homeworking Strategies

Hosted on 26th March 2020, by Phil Anderson & David Preece

Make Homeworking a successful and sustainable flexibility option for your business which support your people and customers. COVID-19 has created an urgent need for homeworking, those business’s who have previously said “no”, or “not this year”, have now reacted and bought 1,000 new laptops! Homeworking is more than just working from home, this webinar will explore 10-years of best practice from The Forum along with expert advice from established homeworking provider Arise and Sensee.

 - Best practice, top tips and practical case studies.
 - Classic pitfalls to avoid
 - How to create a sustainable homeworking strategy

Free Webinar: Planning for COVID-19: Part 1 Forecasting

Hosted on 24th March 2020 by Phil Anderson and David Preece

Explore how to create more certainty from unknown unknown’s and develop a strategic view to planning for COVID-19 (Coronavirus). When there is so much uncertainty and rapidly changing customer behaviours how can we stay ahead of the game and put the right solutions in place? This learning academy module will look at the value of forecasting and alignment to strategic direction.

 - Understand your starting point and effectiveness of your workforce strategy/operating model
 - Collaborate to provide a trusted business forecast
 - Track and measure success and identify improvements

This is the first in a four-part series in the Planning COVID-19 learning academy series.
 

Descriptive Statistics - Part 1

Hosted on 20th March 2020 by Ian Robertson

It is easy to lie with statistics it is easier to lie without them. Whether we are an analyst or a decision maker a basic knowledge of statistical knowledge is essential to;

 - Understand the predictability, variability and repeatability of our data and allow us to separate the exceptions from the normal
 - Ensure we are giving the right message
 - Make sure we aren’t being mislead and are focussing on the normal rather than the rare exceptions

In this pre-recorded webinar module we the introduce the principles of statistics including, standard deviation, standard error and confidence levels. The accompanying excel workbook allows you to pause and play, and practice with real life examples at your own speed. 
 

Understanding the Flexibility Toolkit

Hosted on 12th February 2020 by Phil Anderson

Once you have determined the volatility of your volumes you can start to think of ways to manage this through scheduling. The flexibility toolkit contains 18 options that you can use in your business. Learning outcomes include:
 - What are the flexibility options and which can be combined? 
 - Pros and cons of each method and case study examples of how they’ve been implemented.
 - Understanding how different tool kit options can be used strategically and tactical

Erlang v Linear

Hosted on 7th February 2020 by David Preece

Understand the positives and limitations of using Erlang C to calculate your headcount. Learning outcomes include:
 - How many people do we need?
 - What is Erlang trying to do?
 - Limitations of Erlang C
 - Using Erlang in practice

Intro to The Planning Cycle

Hosted on 15th January 2020 by David Preece

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

Operating & Budget Plans

Hosted on 14th January 2020 by Alison Conaghan and Ian Robertson

Learn how important it is to define the operating model and then agree the key assumptions to form the budget.  See practical examples of budget and operating models and explore the importance of accurate forecasts and agreed assumptions.
 - Understand the key assumptions to start calculating FTE requirement.
 - Classic mistakes and pitfalls to avoid

Understanding & Managing Sample Bias

Hosted on 13th December 2019 by Ian Robertson

 - How to Identify Sample Bias & ensure you reduce the likelihood of bias
 - The impact on your data and insight validity from Sample Bias and the potential impact to your business
 - Common Sample Bias issues to look out for

Forecasting & Predictability

Hosted on 10th December 2019 by David Preece

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Erlang v Linear

Hosted on 3rd December 2019 by Phil Anderson

Understand the positives and limitations of using Erlang C to calculate your headcount. Learning outcomes include:
 - How many people do we need?
 - What is Erlang trying to do?
 - Limitations of Erlang C
 - Using Erlang in practice

Shrinkage Calculations

Hosted 8th November 2019 by Alison Conaghan

Introduction into shrinkage calculations, tiered shrinkage, historical tracking.  Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements
 - What is included in shrinkage?
 - The importance of calculating shrinkage correctly.
 - Which method should you use for planning, budgeting.

Intro to The Planning Cycle

Hosted 8th November 2019 by Phil Anderson

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

Advanced Vol & Flex Balancing Strategies

Hosted on 18th October 2019 by Phil Anderson

Develop your flexibility offering with deeper analysis of your supply and demand, driving a workforce strategy.
 - Understand the scale of volatility
 - Engage your stakeholders with advanced analysis
 - Use this to drive decisions and develop a workforce strategy

Intro to Advanced Vol & Flex Balancing Mathematics

Hosted on 8th October 2019 By Phil Anderson

Understand the benefits of taking a more in-depth view into the volatility of your supply and demand, and flexibility requirements.
 - Understand the value of further analysis.
 - Learn analysis techniques to measure variance
 - Translate this into a practical output for flexibility

Forecastable Metrics

Hosted on 27th September 2019 by Alison Conaghan

In many organisations forecasting is limited to volumes of contacts or work, but we can do so much more. Whether we are forecasters or analysts, applying these techniques to our other metrics can open up a wealth of opportunities for improvement.
 - Learn how using forecasting techniques can open up new opportunities in your organisation.
 - Hear how innovation awards finalists are putting this into practice.

Data Visualisation in Forecasting

Hosted on 27th September 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

Understanding People (including how to say no)

Hosted on 9th September 2019 by Ian Robertson

Understanding Growth / Fixed mindset:
 - What happens in our heads when we hear or say "no"
 - Learn to handle objections

Accuracy & Confidence

Hosted on 16th August 2019 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

Managing Assumptions

Hosted on 23rd July 2019 By Phil Anderson

Understand the need for everyone to realise the importance of managing your assumptions and how targets can drive behaviour
 - Consider the importance of assumptions in your models
 - Ensure understanding of the impact of variances through the day and between people
 - Build your stakeholder engagement 

Using RAG Models to Take Action

Hosted on 5th July 2019 By Phil Anderson

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

Shrinkage: Tracking, Managing and Optimising

Hosted on 14th June 2019 By Leigh McIlwaine

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:
 - What is included in shrinkage?
 - The importance of standardised tracking
 - How do you categorise to monitor and report?
 - Which numbers should you use for planning?
 - Why you should spend as much time forecasting Shrinkage as work volumes

Volatility Vs Flex in Real Time

Hosted on 17th May 2019 By Phil Anderson

Develop a deeper understanding of your supply and demand intraday 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

Measures of Success: Balanced Scorecards

Hosted on 30th April 2019 By Ian Robertson

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

Introduction to Volatility & Flexibility

Hosted on 26th April 2019 by Paul Jackson-Moss

The basis of a best practice scheduling strategy is a clear understanding of the volatility of workload and the amount of flexibility to need and can afford.  This module introduces you to theoretical models and calculations to understand your flexibility need.  Learning outcomes include:
 - What does volatility & flexibility mean and the importance of defining these for your business.
 - How to calculate the volatility of demand and amount of flexibility available
 - Understanding different flexibility needs based on different starting positions, e.g. annually and daily, compared to average, compared to budget

Data visualisation in Real Time

Hosted on 23rd April 2019 By Phil Anderson

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 

Conformance / Adherence: Value and management methods

Hosted on 12th April 2019 by Phil Anderson

Measuring and managing adherence and conformance effectively is critical, however this is often mis-understood and can drive the wrong behaviour.  This module takes a close look at both measures, how they should calculated and classic mistakes. Learning outcomes include:
 - Understand how to calculate and report adherence and conformance
 - Define new measures which drive the right behaviour
 - Learn the pit falls to avoid and how to improve performance

Driving Strategy Through Capacity Planning

Hosted on 23rd March 2019 by Phil Anderson

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.
In this webinar we will explore:
 - What is strategy
 - Benefits of working at the strategic level
 - Making sense of your organisational strategy
 - Building capacity plans with you strategy in mind
 - Influencing strategy through capacity planning

Measures of Success for MI and Insight

Hosted on 12th March 2019 By Ian Robertson

Understand how to create the right measures to track and develop your MI and Insight efforts. 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.

How to drive engagement though shift review

Hosted on 8th March 2019 By Leigh McIlwaine

Shift reviews deliver many benefits to many areas of the business
 - Performance - Improved customer experience
 - Attrition, Absence - Reduced stress of busy peaks and boredom of quiet times
 - Employee Engagement - Flexibility to meet lifestyles of your teams

Understand the key principles which will drive engagement across your organisation, face the fear of shift patterns and bring a united, collaborative approach to making change possible

Intro to RT (with lessons from the best in class)

Hosted on 8th March 2019 by Phil Anderson

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

Measures of Success for Real Time

Hosted on 19th February 2019 By Alison Conaghan

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

Intro to Scheduling (with lessons from the best in class)

Hosted on 15th February 2019 By Phil Anderson

This module provides an introductory understanding of:
 - the fundamental inputs and outputs of the scheduling processes.
 - the role of scheduling within the planning cycle 
 - the characteristics of best in class scheduling teams as evidenced through The Forum's standards benchmarking programme

Introduction to Forecasting (With Lessons From The Best In Class)

Hosted on 15th February 2019 by Phil Anderson

This module provides an introductory understanding of:
 - the fundamental inputs and outputs of the forecasting processes.
 - the role of forecasting within the planning cycle 
 - the characteristics of best in class forecasting teams as evidenced through The Forum's Standards Benchmarking programme

Driving strategy through Forecasting

Hosted on 1st February 2019 by Bob Stella

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.
In this webinar we will explore:
 -  What is strategy 
 -  Benefits of working at the strategic level 
 -  Making sense of your organisational strategy
 -  Forecasting with you strategy in mind
 -  Influencing strategy through forecasting

Telling a Story with Numbers

Hosted on 18th January 2019 by Ian Robertson

In this webinar we explore techniques for presenting and communicating data to support turning insight into action.  These include:
 - The Pyramid Principle
 - Emotional Engagement
 - The Pattern of Great Presentations

Measures of Success for Scheduling

Hosted on 15th January 2019 By Phil Anderson

Scheduling is much more than creating shifts and therefore the success criteria for shift design is much more than schedule fit. This module will explore the key responsibilities of a scheduler and how a holistic view is required to set measures of success. Learning outcomes include:
 - What does good look like? Understand the importance of scheduling and the key responsibilities, including key characteristics of good and bad schedules.
 - Define your purpose. Understand how schedules support your business strategy and its importance to customer and employee satisfaction
 - Schedule fit & other measures. Introduction to different ways of measuring scheduling fit and how these can be incorporated into a more holistic framework of success measures.

Measures of Success in Forecasting

Hosted on 11th January 2019 by Phil Anderson

The setting of an arbitrary blanket target of say +/-5% forecast accuracy highlights that an organisation does not truly understand the nature of forecasting. Explore the key responsibilities of forecasting 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 forecast and key considerations to develop understanding and learning.
 - Define your purpose. Understand how forecasting 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.

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