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. 

Aligning Quality Measures

Published on 26 September 2024

Aligning Quality Measures

This module explores aligning quality assurance measures with organisational goals to enhance quality and demonstrate the value of the quality function:
 - Quality Focus: Emphasises improving actual quality rather than just scores, integrating customer experience, company alignment, colleague support, and compliance.
 - Customer-Centric Measures: Uses feedback like CSAT and NPS, along with operational metrics such as First Contact Resolution (FCR) to reflect real customer satisfaction.
 - Business Perspectives: Considers financial impacts, evaluating handle times, sales effectiveness, and churn to align quality actions with business objectives.
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