We are currently updating our CRM software so the forms on our website may not work correctly.

If you want to book a place on our training or conferences, please email events@theforum.social and we will process your request.

Apologies for any inconvenience.

Operational Team Leader & Manager Learning Programme

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

 
On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level. 

2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group

Published on 25 April 2016

2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group

See the full Case Study

The new focus brought the entire operation together during 2015, around a common objective, shared at all levels. This galvanised the planning team, half the size they were two years ago but restructured to focus on collaboration with Operations. Relationships are outstanding and increasingly the insight that planning can bring has a ready audience. Appointing Site Demand Analysts and Relationship Managers has been vital, as have daily dial-ins with ops and regular meetings with team leaders. Analysts interpret plans, focus on operational learning and schedule time for development, a massive win for colleague engagement. As well as achieving 52 Weeks of Green, abandon rate is down from 7.5% to 1.5% overall despite 6% lower staff costs, MyCustomer scores rose 11% and NPS is up 12%-13% across the business.

Key Results

  • Trading performance rose 7%
  • Abandon rate improved to 1.9%, from 7.5%, while staff costs dropped 6%
  • 52 weeks of green performance in 2015 
  • MyCustomer satisfaction scores up 15%, to 79%
  • NPS: 57 in motor (+13%), 49 in home (+12% )
  • Planning engagement scores doubled, to 48%
Comments (0)Number of views (345)

Author:

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Awards Case Studies

Tags:

Print