Benefit from face-to-face interaction on these one-day workshops, which include a free group mentoring call after 6-10 weeks. Often run in-house, some are scheduled as public courses, like Telling a Story with Numbers.
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.
Categories: Capacity Planning Modules
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
Categories: Capacity Planning Modules, Scheduling & Wellbeing Modules
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
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
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
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
Categories: Capacity Planning Modules, Forecasting & Analysis Modules, Scheduling & Wellbeing Modules, MI & Insight Modules, Impactful Professional Modules, Real Time & Operational Effectiveness Modules, Strategy Analyst Modules
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
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
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
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
Categories: Capacity Planning Modules, Forecasting & Analysis Modules, MI & Insight Modules, Impactful Professional Modules, Operational Improvement Modules
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On-demand modules
We have a wide range of virtual modules that you can view at your own pace.
Covid-19 Webinar Series 2
You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.
National Conferences 2021w/c 1st November Virtually and 9th November face-to-face Annual conferences dedicated to the needs of their communities.
Customer Strategy & Planning 2021Catch up on the highlights Learn first-hand from practitioners and business leaders who are delivering successful change.
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