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Planning & insight: the heart of an improvement culture at Three Ireland

Published on 27 April 2020

Planning & insight: the heart of an improvement culture at Three Ireland

Read Three Ireland's Case Study here

Empowerment and ownership has given analysts confidence to work in a new way with stakeholders across the business, build new solutions and improve forecast accuracy.

An empowering innovation culture is driving significant and sustainable change at Three Ireland, based on a core value ‘one team’. It’s a great place to work, where anything seems possible and a simple development can have huge impact when passionate people pull together. A collaboration by Planning & Capability Transformation teams, 3 Cal is establishing a culture of planning ahead — seamlessly building on their award-winning real-time model to focus earlier in the planning cycle. It is now used across the business to plan activity with customer or colleague impact and has helped reduce forecast variance (from 20% to 2.5%) because activity is visible and built into the plan. Engaging with the operation, including Tech Mahindra in Mumbai, built ownership and embedded changes in the culture, so that everyone now better understands the impact of their activities on customers.


  • Internal NPS for Planning at +92
  • Deviation from forecast cut from 20% to 2.5%
  • Saving €10k per month in costs of overstaffing to deal with volatility
  • NPS remained at +80 despite going through a huge transformation programme
  • Fewer surprises means less need to reforecast or reschedule, freeing time in planning for value adding activities

This story shows the importance of engagement and development for continuous improvement in planning and support teams. Three Ireland are also entering the Best Practice Team Awards for Planning and the supplier client/award for their work with Tech Mahindra.

Site Visit Report

Attending Companies

OneFamily Ltd, Skipton Building Society, Atos/Aegon, Stars Group, Tesco Bank

Key takeaways and learning

  • Be Brave
  • Don’t be afraid to start small and test & learn
  • Interesting that this was business led and didn’t rely on IT to make changes
  • Lots of buy in from the front-line advisors made it successful
  • Choose your partner based on how they will support you – how adaptable are they?

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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