The Modules

Driving Improvement The Planning Cycle
Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.

• Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
• Learn about the importance of effective data checkpoints, change governance and hand-overs
• Play a part in driving continuous improvement and become the nerve-centre of the business

Predictability of Events
This module covers:

• Forecasting's role in preparing for future uncertainties, highlighting the importance of distinguishing between knowns and unknowns in event predictability.
• The emphasis on considering a broad spectrum of factors in forecasting, from workload and technology changes to external influences.
• The introduction of the VUCA framework and predictability matrix as tools to navigate future volatility and uncertainty, enhancing strategic readiness.

Introduction to Capacity Planning
Learn how Capacity planning is a fundamental part of the Planning Cycle, how modelling Capacity influences budget decisions and supports the implementation of strategy by linking commercial plans to resourcing. Learning outcomes include:

• Types of Capacity. Further your understanding in the types of capacity and how they can used as powerful tools in managing expectations and driving decision. - 
• Assumptions. Explore the assumptions you should be including in your capacity plan, understand how to calculate variables and use them to improve utilisation of existing capacity and improve effectiveness.
• Process. Understand the key principles of Governance and Operating Rhythm.

Erlang v Linear
This module covers:

• The basics of Erlang C and linear calculations for determining staffing needs in workforce planning, highlighting their applications and limitations.
• Key factors in workforce calculation such as workload volume, average handling time, occupancy rates, and shrinkage, with practical examples in Excel for application.
• The comparison between Erlang C and linear calculations for short-term and long-term planning, underscoring the importance of using Erlang C for more accurate and realistic operational planning.

Types of Erlang
This module explains the different Erlang formulas—B, C, A, and X—what each one calculates, and the environments they are best suited for. It highlights the strengths and limitations of each model, showing how assumptions about queuing, abandonment, caller patience, and callbacks affect accuracy and operational risk. It also emphasises that the most advanced model isn’t always the most appropriate, and that choosing the right Erlang approach depends on data quality, complexity, and the need for realistic, reliable staffing plans.

Operating & Budgets Plans
Learn how important it is to define the operating model and then agree the key assumptions to form the budget.  See practical examples of budget and operating models and explore the importance of accurate forecasts and agreed assumptions.

• Understand the key assumptions to start calculating FTE requirement.
• Classic mistakes and pitfalls to avoid

Bottom Up v Top Down Planning
There are two different ways to approach budget planning – but some organisations find themselves involved in a hybrid third approach. There is no right or wrong way but it is vital to understand the process and to understand if it is appropriate.

• Learn the benefits and drawbacks of each approach
• Look at how your overall business strategy should determine your budget process
• Understand if your business is led by demand or by supply

An Introduction to Accuracy and Confidence
Understand the key statistical considerations that will ensure your conclusions are well founded and can drive confidence. The separate Statistical Confidence box set is an opportunity to drive this further

Descriptive Statistics
In this module we be exploring the Descriptive Statistics tool in excel. We will cover:

• How to use descriptive statistics
• How to use the output to better understand your data
• Alternative ways of calculating

How to Calculate Standard Deviation
Standard deviation is an essential tool for statistical analysis. In this module, we will talk through how to calculate this manually

Descriptives Statistics Example - Using Averages
In this worked example we will be exploring the pitfalls to avoid when using averages. And when to use Mean, Median & Mode

Descriptive Statistics Example - Understanding our data
In this module, we are going to look at descriptive statistics in action and explore how we can use this to better understand our data.

Descriptive Statistics Example - Measuring Benefits
In this module, we are going to look at descriptive statistics in action and explore how we can use this to ensure we are measuring benefits correctly.

Descriptive Statistics Example – Calculating the Accuracy of your Forecast
In this module, we are going to look at a use of descriptive statistics that is essential to every organisation, and that is measuring the accuracy of a forecast. Or to put this another way, setting clear expectations around volatility.

Capacity Planning and Forecasting
This module explains how capacity planning and forecasting are fundamentally connected, showing that a capacity plan is itself a forecast built on three key inputs: workload volumes, handling time, and shrinkage. It highlights why using fixed averages or targets leads to inaccurate plans, and demonstrates how variability in work, complexity, productivity, and people factors must be forecasted with the same rigour as volume. It also shows how a well-designed model supports powerful “what-if” scenarios, enabling realistic service expectations, better decision-making, and more effective operational planning.

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The cost of this mini series including accreditation is great value at £325 + VAT and free for students on our assisted learning pathway.

Complete the form below and we will be in touch to arrange payment if necessary.