The Power of One 

Understanding the key dynamics of operational excellence 

Small actions. Big consequences. Better decisions. 


In customer operations, the actions and decisions of individuals can have a significant impact on overall performance. 

A few minutes of unexpected absence, a change in customer demand, a delayed break or an additional conversation can all influence service levels, colleague workload and customer experience. 

Individually, these changes may seem insignificant. Collectively, they can make a substantial difference. 

This is the Power of One. 

Originally developed through the Professional Planning Forum, this long-established learning concept continues to be relevant to the challenges facing today's customer operations. 

Understanding how operational performance really works 

Operational excellence isn't simply about achieving targets. It's about understanding the relationships between people, processes, planning and performance. 
Our learning helps operational leaders and their teams understand why performance changes, how their decisions influence outcomes and what they can do to make a positive difference. 

Explore the key principles: 
  • The Power of One: Understanding how individual actions and small changes can influence operational performance.  
  • The Shrinkage Wheel: Recognising the importance of colleague availability, planned activities and effective shrinkage management.  
  • Understanding the Plan: Connecting forecasts, schedules, service levels and operational decisions. 
  • Making Better Decisions: Understanding the consequences of operational choices and balancing customer, colleague and commercial outcomes. 
  • Influencing Performance: Developing the communication and influencing skills to create shared understanding and positive behaviours. 
Conference Agenda

Community Conference

08:30
Registration Opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes from Lorna Norris at Compare the Market and Zoff Makda at L&G.
10:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
10:30
Forum Focus
Join this 20-minute presentation on a key topic.
11:00
Collaboration Discussion
An interactive session which gives you the chance to speak to around 30 members on a topic of discussion.
12:30
Networking Lunch
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
12:30
Forum Focus
Join this 20-minute presentation on a key topic.
13:30
Keynote
Hear from our guest speakers
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:00
Collaboration Discussion
An interactive session which gives you the chance to speak to around 30 members on a topic of discussion.
13:30
Conference Endnote
Hear from The Forum to wrap up the day and summarise your takeaways.

From understanding to action 

Knowing how operational performance works is one thing. Being able to use that knowledge to make better decisions is another. 

Our Operational Team Leader & Manager Learning Programme builds on the principles of Power of One, combining practical operational knowledge with professional skills. 

Designed for Team Leaders, Operational Managers and developing leaders, the programme supports greater confidence, better decision making and a shared understanding of operational excellence. 

Learning is delivered through flexible on-demand modules, with optional interactive tutorials and workshops to help embed the knowledge. 

Successful completion leads to Foundation-level Professional Accreditation. 

Develop your people. Improve your performance. 

Whether you're introducing new Team Leaders to operational management, refreshing the knowledge of experienced managers or creating a shared understanding across your operation, our learning can be adapted to your needs. 

Learning programmes start from £75 per person.

Discover the Power of One  

Give your people the knowledge, confidence and understanding to make a positive difference, one decision at a time. 
Explore Team Leader & Manager Training 
The Forum – Advice
t: 0333 123 5960
 
or

Chris Rainsforth - Director of Learning & Innovation
t: 0776 478 4497