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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: Customer experience: 7 secrets for working at pace at RS Components

Published on 25 April 2016

2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components

See the full Case Study
 
Voice of the Customer started a continuing cultural movement at RS Components, a global market leader in electronic distribution. The new CEO has positioned ownership of the customer at the heart of the business, a critical move to embed an outside-in view of what customers need and want, and RS is now growing four times faster. Customer Services & the Customer Experience team work closely together; they challenge thinking & empower people. In the UK, Project Triumph has changed the customer services operating model, driving a positive culture and already delivering £2M in incremental revenue. Planning has been fundamental,
giving flexibility for individuals. £150,000 efficiencies each quarter have been re-invested. E-commerce is growing twice as fast as the core business, addressing specific customer feedback.

Key Results

  • Double digit revenue growth & market share gains
  • NPS up 36% globally and Net Easy 37% 
  • 60% of the global business is online
  • UK online growing twice as fast as core business
  • £25m saved from cost budget, by focussing on customer needs
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