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: Living the brand: the end-to-end journey at Red Funnel

Published on 25 April 2016

2016 Innovation & Transformation Awards: Living the brand: the end-to-end journey at Red Funnel

See the full Case Study

Learn how Red Funnel Ferries has embraced a customer culture and visit them on the ferry between Southampton and the Isle of Wight to experience this first-hand. Significantly, 2015 was the company’s most successful year since it was formed in 1861, carrying even more cars, coaches, trucks and passengers than ever before - and outperforming the total cross-Solent market. They are engaging colleagues in a customer first programme, embracing social media and examining the journey in depth from end-to-end. All this is making their customers’ experience seamless and, as Red Funnel continues to grow, compliments are four times higher and complaints are down by 26%. Success is also boosting the local economy with Red Funnel’s brand new £41m fast ferry being built in East Cowes on the Isle of Wight.

Key Results

  • 2015 was the best year in the company’s history
  • Complaints down 26%
  • Net Promoter Score 68%
  • Feefo Customer Satisfaction Score 93%
  • 41.7% market share
Comments (0)Number of views (311)

Author:

Categories: Library, Operational Improvement, Digital & Omni-Channel, Awards Case Studies

Tags:

Print