The Strategy Pyramid

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

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

Root Cause Analysis

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

Understanding the Flexibility Toolkit

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

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

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

 - 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

Advanced Vol & Flex Balancing Strategies

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

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

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.

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

Gathering Qualitative Feedback

Hear about different methods for collecting information along with the pitfalls to avoid. Learn how to engage with your stakeholder to gather feedback and information to improve your planning.

- Understand different methods for gathering feedback
- Improve your questioning skills and start to gather honest usable feedback
- Learn how to gather feedback that make you feel good

How to drive engagement though shift review

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

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

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 Capacity Planning

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.