2021 Customer Strategy & Planning On-Demand

Measures of Success for Real Time

Understand how to create the right measures to track and develop your real time effectiveness. Learn how to create the right process, aligned to your strategy and how to take a holistic view when setting measures of success.  Learning outcomes include:
 - What does good look like? Explore the key characteristics of an ideal real time function and key considerations to develop understanding and learning.
 - Define your purpose. Understand how real-time planning can support your business strategy and impact it can have on customers and colleagues.
 - Creating the right measures. Understand different perspectives and develop a holistic framework of success measures

Using RAG Models to Take Action

Understanding how to create effective thresholds to really drive improvement through easy to understanding Red, Amber and Green status.  This module will explore classic mistakes and top tips to improve how you communicate numbers:
 - The purpose of Red, Amber and Green status
 - Mistakes to avoid
 - Top tips, new techniques and tried and tested examples

The Strategy Pyramid

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Shrinkage Calculations

Introduction into shrinkage calculations, tiered shrinkage, historical tracking.  Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements
 - What is included in shrinkage?
 - The importance of calculating shrinkage correctly.
 - Which method should you use for planning, budgeting.

Threshold & Contingencies

Drive decisions and continuous improvement by building effectives RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.
 - Learn how to set appropriate thresholds for in-day reporting
 - Understand different ways of engaging the operation
 - Create a learning mechanism to drive continuous improvement

Intro to 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

Volatility and Flex in Real Time

Develop a deeper understanding of your supply and demand intraday profiles to understand how much flexibility you have and need.
 - Understand how to measure the variability of intraday profiles
 - Learn how to create triggers for action to flex your staff
 - Improve your operational readiness to become more effective

Shrinkage (3b) - Planning & Tracking Shrinkage Exercise

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:

 - How to ensure that you are able to track your shrinkage data across all time horizons: annual, Monthly, Weekly, Daily
 - The benefits of shrinkage categorisation when it comes to successful tracking
 - How the inter-connectedness of Shrinkage categories makes effectively managing shrinkage challenging

This module is part of the Shrinkage Box Set

Introduction To Real-time

This module provides an introductory understanding of:
- the fundamental inputs and outputs of Real-Time processes.
- the role of Real-Time Planning within the planning cycle 
- the characteristics of best in class Real-Time teams as evidenced through The Forum's standards benchmarking programme
 

The Power of One

Teamwork and understanding the plan are critical to achieve strategic objectives.  However, too often this is left to chance and not an embedded behaviour. So easy to get wrong, fortunately easy to improve. This module will help you to:  

 - Understand the “power-of-one” and the impact of small changes.
 - Improve your on-the-day decision making and see the result for your customers and colleagues.
 - Learn the classic mistakes and how to overcome these

Building and optimising Real-time RAG Models

Drive decisions and continuous improvement by building effective RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.

- Learn how to set appropriate thresholds for in-day reporting
- Understand different ways of engaging the operation
- Create a learning mechanism to drive continuous improvement

Driving Strategy through Real Time

Daily Real Time tasks work best when they are fully aligned to overarching business goals and objectives.  If they are not, the result in wasted effort and add no value.
 - Learn how to identify the strategy of your business
 - Understand the language of engagement and the benefit of strategic communication
 - See how volatile businesses use Playbooks to their advantage

Predictability of Events

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Conformance & Adherence

Measuring and managing adherence and conformance effectively is critical, however this is often mis-understood and can drive the wrong behaviour.  This module takes a close look at both measures, how they should becalculated and classic mistakes. Learning outcomes include:
 - Understand how to calculate and report adherence and conformance
 - Define new measures which drive the right behaviour
 - Learn the pit falls to avoid and how to improve performance

Shrinkage (5) - Benchmarking Shrinkage

Benchmarking is important in understanding best practice, comparing ourselves with our competitors and becoming the best, but there are many pitfalls to avoid. In this module;

 - Learn different research and benchmarking methods that are available for you to use
 - Find out about the best types of questions that you can ask to assist your benchmarking
 - Get a plan for external benchmarking amongst your peers

This module is part of the Shrinkage Box Set

Shrinkage (4) - Tiered Shrinkage

Introduction into shrinkage calculations, tiered shrinkage, historical tracking.  Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements

 - What is included in shrinkage?
 - The importance of calculating shrinkage correctly.
 - Which method should you use for planning, budgeting.

This module is part of the Shrinkage Box Set

Shrinkage (3) - Planning & Tracking Shrinkage

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:

 - How to ensure that you are able to track your shrinkage data across all time horizons: annual, Monthly, Weekly, Daily
 - The benefits of shrinkage categorisation when it comes to successful tracking
 - How the inter-connectedness of Shrinkage categories makes effectively managing shrinkage challenging

This module is part of the Shrinkage Box Set

Shrinkage (2) - The Planning Wheel (Shrinkage)

In this module, you will be introduced to our Planning Wheel, a device for illustrating how 100% of the time spent in your centre is being used.

 - Learn the critical factors of shrinkage management and the pitfalls to avoid
 - Discover the importance of forecasting human behaviour and shrinkage and how you can influence shrinkage through your work
 - Complete an exercise based on your own business to help you to understand the Planning Wheel

This module is part of the Shrinkage Box Set

Shrinkage (1) - Introduction to Shrinkage

Discover what shrinkage is and the correct way to calculate basic shrinkage and tiered (or primary and secondary shrinkage). In this module, you will;

 - Understand the problems caused by incorrectly calculating shrinkage
 - Learn about when it is best to use budget shrinkage targets and when using recent historical data will be to your advantage.
 - See the value of managing shrinkage and the return on investment that it can bring to your business.

This module is part of the Shrinkage Box Set