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

1-Day Stakeholder Engagement and Communication

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Learn how to create your own stakeholder map and communication plan, teaching you basic influencing skills to help you succeed. After this course, you will;

Understand how to identify stakeholders and use a mapping tool
Create a communication plan and engagement strategies for stakeholders
Be able to deploy simple influencing skills at work

Measures of Success for Forecasting

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.

Telling Stories with numbers

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

Introduction to Forecasting (including Best in Class)

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 throgh The Forum's standards-benchmarking programme

Understanding the Flexibility Toolkit

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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

Operating models, routing strategic and skill design

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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

Managing Assumptions

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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

Advanced Volatility & Flexibility balancing strategies

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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

Measures of Success for Scheduling

Date TBC

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.

Strategy Analyst Modules

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

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