Managing People – Module 2

This is the second in a series of three modules exploring the skills required for effective People Management. In this module
- Discover the need for support from peers and managers and how to both ask for it and give it to others
- Understand the importance of confidence and how to project it to help build trust and credibility

Managing People – Module 1

This is the first in a series of three modules exploring the skills required for effective People Management. In this module
- Explore why managers – especially inexperienced managers – need support and help to thrive in their new role
- Learn about the art of delegation; why it is important and the various stages of effective delegation

Managing Assumptions - Module 2

Module 2 - Learn how variation and change in our assumptions is natural and expected and how to illustrate this to your stakeholders
- See different ways of using data visualisation to educate stakeholders on the variability of assumptions
- Understand different methodologies to include factors such as business experience and external factors into your assumptions

Categories: Capacity Planning Recording

Managing Assumptions - Module 1

Module 1 - 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
- Understand how creating shared ownership of assumptions will help with buy-in

Categories: Capacity Planning Recording

Operating models, routing strategies and skill design - Module 2

Module 2 - The conclusion of our module on call routing strategies. In this module you will
- Look at Call Purity vs Occupancy vs Specialisation
- Learn how to use COS diagrams to illustrate the effects of routing plans
- View the Routing Toolkit

Categories: Capacity Planning Recording

Operating models, routing strategies and skill design - Module 1

Module 1 - An introduction to call routing strategies and how they support different operating models and the benefits and pitfalls for each approach.
- Issues encountered when planning for Multiskilled environments
- Understanding the purpose of multiskilling in your organisation
- Balancing different perspectives

Categories: Capacity Planning Recording

Review Frameworks

Hosted 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 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

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

The Four Lens Model – Delivering the company’s strategy

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

Learning Academy On-Demand Modules

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Hosted by Ian Robertson

Hosted by Paul Smedley