Learning Academy on-demand Modules 

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 modules 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 module you can watch the recording below. Some of the modules are repeated but hosted by different Specialists. If you have a favourite you can choose to view their modules.


Scheduling & The Flexibility Toolkit

Hosted on 24th June by Phil Anderson

One 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

Advanced Forecasting Techniques and Analysis Tools

Hosted on 19th June 2020 By David Preece & Ian Robertson

There are many different forecasting techniques and analysis tools available to the modern planner.  This session will introduce delegates to some of the more common ones in use today.
 - Learn about pure Time Series methodologies
 - Understand Standard Deviation and it can be used to improve forecasting
 - See how explanatory modelling can benefit your business

Accuracy & Confidence

Hosted on 15th June 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

Volatility and Flex in Real Time

Hosted on 11th June 2020 by David Preece

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

Understanding your Volatility & Flexibility

Hosted on 11th June 2020 by Phil Anderson

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

Predictability of Events

Hosted on 9th June 2020 by Alison Conaghan

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.

Identifying Opportunities from Patterns & Exceptions

Hosted on 9th June 2020 by Ian Robertson

To innovate and be the best that we can we need to identify and exploit the best opportunities not just to improve but also to learn.

In this module we explore,
 - How to find the right opportunities
 - Creating time to learn and improve
 - Striking the right balance between proactive & reactive insight
 

Intro to The Planning Cycle

Hosted on 8th June 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

Introduction to the Insight Cycle

Hosted on 8th June 2020 by Ian Robertson

Our best practice framework for data, analytics & insight, has the Scientific method at its heart and draws inspiration from methods that drove success with the planning framework last year. In this module we;   
 - Explore the scientific method
 - Introduce our new insight cycle
 - Share an exercise to identify the gaps and opportunity in your data, analytics and insight processes.

Forecasting & Predictability

Hosted on 2nd June 2020 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.

Bottom Up v Top Down Planning

Hosted on 29th May 2020 by David Preece

There are two different ways to approach budget planning – but some organisations find themselves involved in a hybrid third approach. There is no right or wrong way but it is vital to understand the process and to understand if it is appropriate.
 - Learn the benefits and drawbacks of each approach
 - Look at how your overall business strategy should determine your budget process
 - Understand if your business is led by demand or by supply

Threshold & Contingencies

Hosted on 29th May 2020 by David Preece

Drive decisions and continuous improvement by building effectives RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.
 - Learn how to set appropriate thresholds for in-day reporting
 - Understand different ways of engaging the operation
 - Create a learning mechanism to drive continuous improvement

Descriptive Statistics - Part 2c

Hosted on 29th May 2020 by Ian Robertson

Following on from Descriptive Statistics Part 1. In this module we look at applying these techniques to real life scenarios, you will receive exercises to complete before we talk you through the solutions.

Descriptive Statistics - Part 2b

Hosted on 29th May 2020 by Ian Robertson

Following on from Descriptive Statistics Part 1. In this module we look at applying these techniques to real life scenarios, you will receive exercises to complete before we talk you through the solutions.

Descriptive Statistics - Part 2a

Hosted on 29th May 2020 by Ian Robertson

Following on from Descriptive Statistics Part 1. In this module we look at applying these techniques to real life scenarios, you will receive exercises to complete before we talk you through the solutions.

Communication Planning

Hosted on 29th May 2020 by Phil Anderson

This module will help you to create an effective communication plan to deliver the right information at the right time, with natural review points to continual refresh and maintain relevance.
 - Being clear on your purpose
 - Review different channels and methods for distribution
 - Understand the best time to deliver

Shrinkage Calculations

Hosted on 21st May 2020 by David Preece

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.

Delivering value with targets

Hosted on 19th May 2020 by Ian Robertson

There is no point setting targets if they don’t deliver value and benefits. In this module;
 - Learn how good targets can deliver value, benefits and return on investment
 - See the pros and cons of competitive and collaborate targets
 - Hear how to avoid targets driving the wrong behaviours

Dealing with Ad hoc Requests

Hosted on 14th May 2020 by David Preece and Ian Robertson

Not all ad hoc requests are time-stealers!  Some of them add value and insight and quickly become BAU work.  This session looks at the art behind identifying what is urgent and valuable and what isn’t.
 - Understand the inevitability of Ad Hoc requests
 - Learn how to prioritise requests and eliminate waste
 - See how asking the right questions enables you to quickly understand the driver behind the request

Shrinkage Calculations

Hosted on 13th May 2020 By David Preece

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.

Understanding people (including how to say no)

Hosted on 12th May 2020 by Ian Robertson & Phil Anderson

Understanding Growth / Fixed mindset:

- What happens in our heads when we hear or say "no"
- Learn to handle objections

Benchmarking

Hosted On 12th May 2020 By Ian Robertson

Benchmarking is important in understanding best practice, comparing ourselves with our competitors and becoming the best, but there are many pitfalls to avoid. In this module;
 - Hear the value of benchmarking
 - Learn how to avoid the common mistakes
 - Hear our top tips for benchmarking

People Patterns

Hosted on 7th May 2020 by David Preece

Develop your understanding of stakeholders using ‘People Patterns’. Often, those we find difficult to engage with are simply different to ourselves
 - The Psychology of People Patterns
 - Identify the differences between you and your audience
 - Practice Exercise to complete


 

Principles of Persuasion

Hosted on 7th May 2020 by David Preece

It is vital that Planning, Quality and Insight teams are able to engage with and influence their key stakeholders within their organisation. Stakeholders may need to be persuaded to change their view on something in order to become an advocate. 
 - What is Persuasion?
 - Cialdini’s Principles of Persuasion
 - Key Persuasion Techniques and the Influencing Toolkit

Performance Records, Data Tables, Rigour and Governance

Hosted on 5th May 2020 by Ian Robertson

Clear documentation and structure can help us remove single points of failure, avoid arguments, ensure a single version of the truth and avoid duplicated work. In this module;
 - See how to create a data dictionary to ensure a single version of the truth
 - Learn techniques to ensure metrics are used to drive the right behaviours
 - Facilitate exception based reporting with agreed triggers

Target Typology

Hosted on 30th April 2020 by Ian Robertson

How do you avoid your targets being misunderstood, misinterpreted and misused. In this module;
 - Learn the different target types
 - Understand tolerances & triggers
 - Avoid common mistakes

Free Webinar: Planning for COVID-19, Lessons Learned

Hosted on 30th April 2020 by Phil Anderson

This module has been designed to introduce you to best practice ways of capture feedback and experiences from recent events to take into account for future projects. Key learning objectives:
 - Creating timelines and tagging data effectively
 - Capture quantitative and qualitative data
 - Learn different ways to review work and identify improvements

Conformance & Adherence Value & Management Methods

Hosted on 28th April 2020 by David Preece

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 becalculated 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

The Strategy Pyramid

Hosted on 28th April 2020 by Ian Robertson

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Introduction to Stakeholder Management

Hosted on 28th April 2020 by David Preece

Without being able to work alongside key stakeholders, there is little value to being an excellent planner as your plans will not come to fruition!  You need to understand who your stakeholders are and how to communicate with them successfully.
 - Learn how to map your stakeholder network
 - See how different people benefit from different approaches and language
 - Understand how to make your outputs flexible for multiple audiences

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

Hosted on 27th April 2020 by Phil Anderson and Paul Smedley

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: Planning for COVID-19, How COVID-19 is impacting business culture, with guest speaker Lou Banks, Rising Vibe

Hosted on 23rd April 2020 by Phil Anderson

Discover the impact of COVID-19 on your business culture and how to enable small shifts to tackle implications on employee mental health. Gain insight into social pain and how COVID-19 is exacerbating this. 

The World Health Organisation have issued advice and guidance on Mental Health Considerations during the COVID-19 Outbreak.

Rising Vibe understand the impact on both employees and leaders at this difficult time. Whether employees are feeling fear around catching the virus or economic implications on their life, or leaders are experiencing stress and anxiety around managing a business or keeping an SME afloat during this time, we are all experiencing some low vibe emotions in this current climate of uncertainty. 

Listen in and find out how you can learn from this and make changes in your business.

Free Webinar: Planning for COVID-19, Revisiting Homeworking

Hosted on 22nd April 2020 by Phil Anderson

How is your new virtual contact centre performing? Following on from the panel discussion last month, this is an opportunity to reflect on what you’ve achieved, learn from what other organisations have done and start to consider your long-term operating model.
 - Hear from industry professionals around their approach to Planning for COVID-19
 - What would you have done differently?
 - Start to consider your exit strategy and prepare for the future “business as usual” 

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

Free Webinar: Planning for COVID-19: Part 4 Real-Time

Hosted on 9th April 2020 by Phil Anderson

The need for agility and flexibility is always great: at times like these, they are of paramount importance.  This session will show you how a focus on automation can help to release bandwidth for insight and analysis to benefit your organisation. 

 - Understand the flexibility toolkit and how it can be applied
 - Automate key functions and speed up Real Time response times
 - Close the loop to enable Learning & Understanding

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

Telling a Story with Numbers

Hosted on 7th April 2020 by Ian Robertson & Phil Anderson

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

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. 
 

Building and optimising Real-time RAG Models

Hosted on 10th March 2020 by David Preece

Drive decisions and continuous improvement by building effective RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.

- Learn how to set appropriate thresholds for in-day reporting
- Understand different ways of engaging the operation
- Create a learning mechanism to drive continuous improvement

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

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 2019 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

Data Visualisation in Capacity Planning

Hosted on 20th August 2019 by David Preece & Ian Robertson

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Help to make your Capacity Plans easier to understand and 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

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 

Data Visualisation in Scheduling

Hosted on 5th July 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 

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

Operating models, routing strategies and skill design

Hosted on 28th June 2019 by Alison Conaghan

How Multi-skilling routing works & load balancing between sites or teams plus more
 - IVR Vs Routing
 - Operating Models
 - Breaking Erlang
 - Purposes of multiskilling
 - Balancing conflicting view points
 - New potential planning logics

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

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

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

Measure of Success in Capacity Planning

Hosted on 11th February 2019 by Phil Anderson

Understand how to create the right measures to track and develop your Capacity Planning. 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 capacity plan and key considerations to develop understanding and learning.
 - Define your purpose. Understand how capacity 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.

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

Introduction to Capacity Planning

Hosted on 1st February 2019 by Paul Jackson-Moss

Learn how Capacity planning is a fundamental part of the Planning Cycle, how modelling Capacity influences budget decisions and supports the implementation of strategy by linking commercial plans to resourcing. Learning outcomes include:                    
 - Types of Capacity. Further your understanding in the types of capacity and how they can used as powerful tools in managing expectations and driving decision.
 - Assumptions. Explore the assumptions you should be including in your capacity plan, understand how to calculate variables and use them to improve utilisation of existing capacity and improve effectiveness. 
 - Process. Understand the key principles of Governance and Operating Rhythm.

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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