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Planning as a strategic capability for the business at Sky

Published on 27 April 2020

Planning as a strategic capability for the business at Sky

Read Sky's Case Study here

See how ‘inspired experts’ in the Sky Planning Team drive innovation in planning, to bring strategic value to the business and make life better for customers and colleagues.

Summary 
Sky considers 2019 to have been a vintage year for the organisation. Customer numbers, sales and profitability have all shown material increases and the Planning Team are at the heart of these impressive results. A strong commercial intellect coupled with a thirst for innovation, which puts people and customers at the forefront of their thinking, makes the team pivotal to the success. No longer just about operational efficiencies, this team is helping to shape the future strategy of the business. They run many concurrent projects, such as automation with robotics and apps, reducing customer effort and improving colleague work-life integration. Freedom to innovate, test, fail fast and learn is central to the team’s culture, whilst their career pathways programme provides inspiration and development for their own people. 

Results 

  • 15% improvement in NPS 
  • 12% point increase in revenue year on year 
  • 12% points increase in profitability 
  • Time in the IVR nearly halved 

This story is inspiring for all planning teams, demonstrating how a huge organisation across multiple sites can continue to evolve with an employee focused plan. Never resting, always seeking new ways and pioneering new approaches. Sky are also entering the Best Practice Team Awards for Planning.

This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge

To download a full digital copy of the Best Practice Guide, click here

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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