Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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Shift Pattern Design Framework at Lloyds Banking Group

2024 Innovation & Transformation Awards

Shift Pattern Design Framework at Lloyds Banking Group
Implementing a shift review program in a large organisation comes with its own set of challenges, from negotiating with unions to designing fair shift patterns. Flexibility, effective communication, and a focus on employee satisfaction are key elements in navigating these challenges successfully. By learning from experiences and adapting strategies, Lloyds have demonstrated how to create a shift systems that meets both operational and employee needs effectively.
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Categories: Library, Planning & Resourcing, Awards Case Studies

Enhancing Operational Efficiency at Leeds Bradford Airport

2024 Innovation & Transformation Awards

Enhancing Operational Efficiency at Leeds Bradford Airport
In a bid to bolster operational efficiency and foster employee engagement, Leeds Bradford Airport undertook a transformative journey built on core planning principles and operational effectiveness. Through candid discussions and strategic foresight, the team navigated challenges and harnessed opportunities, heralding a new era of organisational resilience and employee empowerment.
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Categories: Library, Planning & Resourcing, Strategy & Leadership, Back Office & Beyond The Contact Centre, Awards Case Studies

Driving global standardisation & the power of effective communication at indeed

2024 Innovation & Transformation Awards

Driving global standardisation & the power of effective communication at indeed
The integration of the WFM team into operations was hailed as a game changer with tangible value, from strategic support to operational efficiency gains. The transformative power of consistent messaging, stakeholder support, and a clear plan for the future emerged as catalysts for success. By leveraging ‘playbook’ meetings to align resources with forecasted service levels, the team maintained stellar performance amidst challenges.
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Categories: Library, Planning & Resourcing, Strategy & Leadership, Awards Case Studies

Navigating Operational Challenges with Data driven decision-making at Hiscox

2024 Innovation & Transformation Awards

Navigating Operational Challenges with Data driven decision-making at Hiscox
A cultural transformation built on visibility and transparency of data and how this is used to drive better decisions. Trust has been built in understanding and using the data to change the decision-making dynamic. Confidence with data has improved the understanding of customer and colleague behaviour. This case study demonstrates the transformative power of data-driven decision-making and strategic evolution in driving operational excellence.
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Categories: Library, Planning & Resourcing, Data, Analytics & Insight, Awards Case Studies

Empowering Workforce Through Employee Flexibility at hgs

2024 Innovation & Transformation Awards

Empowering Workforce Through Employee Flexibility at hgs
Creating flexibility and improving work-life-balance is at the heart of this case study. The Planning team have embraced technology to support the  digital first strategy by utilising key features to provide greater flexibility for its people. Empowering people, allowing them to have more control over the working schedules and breaks has also meant removing unnecessary communication and manual tasks, to free the Planning team to add more value.
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Categories: Library, Planning & Resourcing, Digital & Omni-Channel, Awards Case Studies

Firstlink: Transforming Operations at Firstsource

2024 Innovation & Transformation Awards

Firstlink: Transforming Operations at Firstsource
This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.
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Categories: Library, Planning & Resourcing, Improvement & Quality, Learning & Development, Awards Case Studies

Firstflex: Collaborative Problem-Solving at Firstsource

2024 Innovation & Transformation Awards

Firstflex: Collaborative Problem-Solving at Firstsource
Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.
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Categories: Library, Planning & Resourcing, Strategy & Leadership, Learning & Development, Awards Case Studies

Inspiring Personal and Professional Development at eBay

2024 Innovation & Transformation Awards

Inspiring Personal and Professional Development at eBay
Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.
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Categories: Library, Planning & Resourcing, Improvement & Quality, Strategy & Leadership, Learning & Development, Awards Case Studies

Enhancing Efficiency and Engagement across 169 Branches at Bank of Ireland

2024 Innovation & Transformation Awards

Enhancing Efficiency and Engagement across 169 Branches at Bank of Ireland
Bank of Ireland has embarked on a transformative journey aimed at enhancing efficiency, transparency, and employee engagement across its branch network. Through the implementation of new systems and working practices, the bank is not only streamlining operations but also fostering a culture of collaboration and continuous improvement.
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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

Operational Readiness

Operational Readiness
This video is to accompany the article in the 2024 Best Practice Guide: Shaping the Future
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Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel

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