2022 Customer Strategy & Planning

Box Set: Telling a Story with Numbers

The analysis and insight we produce is of little use if it does not drive action. This box set looks at how we can present our data to gain the buy-in and support of our stakeholders so we can drive change and improvement. This series includes 5 online learning modules to apply the learning in your own role to become an accredited professional.

You can watch each module on its own without applying for accreditation. You will then be charged for each individual module.

Box Set: Knowledge Management

Knowledge and Content Management is growing in importance within our industry. It is key to helping both internal colleagues and external customers. These videos offer practical knowledge and examples for specialist knowledge management teams, as well as key tips and guidelines for analysts, planners or managers looking to understand more, or curate knowledge in their own area of specialism.  

Box Set: Power Query - Automating with Excel

As analysts we can spend a lot of our time on repetitive tasks. Copying and pasting data from one file to another, cleaning and combining our data to produce regular reports. This is not only tedious and time consuming but it also can lead to errors.

Automating this work can free up our time to do more rewarding work and deliver extra value.

Box Set: Quality & Improvement

Learn new approaches to driving improvement in your role, alongside other professionals looking to gain new skills or knowledge and make a tangible difference over the coming year. You will:

 - Learn how to put customer experience and quality at the heart of your operating model & culture.
 - Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
 - Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
 - See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Box Set: Excel for Analysts

In this box set we show you the excel formula you need to create effective dashboards. These seven short modules start with the key basic techniques and from these, show how you can soon create complex formula.

 - Basic Mathematical Formulae
 - Structuring Formulae
 - Averages & Ranges
 - Decision Formulae
 - Reference Formulae
 - Dashboard Formulae
 - Pivot Tables

On completion of the box set you can become accredited at a foundation level in our Professional Accreditation Programme by sharing an example of how you have applied these techniques in your own work.

Box Set: Driving improvement with Data & Insight

Description: These modules explore the role of insight analysts, and the scientific method, in shaping decisions, generating measurable improvement, and engaging key stakeholders. The modules include practical exercises to help you identify gaps and opportunity in your current approaches.

Box Set: Driving Improvement with MI (Management Information) & Reporting

MI, reports and dashboards are key to the success of any organisation, but are they as effective as they could be. Are they easy to understand, are they focussing on what matters most and are they driving improvement? In this box set we will provide you with ideas and tools that will help you generate improvement and challenge your thinking around topics such as dashboards, operational playbooks, strategy, and target typology.

Box Set: Accuracy & Confidence

To deliver value with our data we need to be confident that we are saying is correct and others need to be confident that the data, insight and forecasts we share with them are accurate. Unfortunately the measures we analyse will be affected by random chance and external and internal factors that can make 100% accuracy unachievable. In this box set we will.
 - Share tools and techniques to allow you to measure the impact of chance and understand the limitations of the data.
 - Discuss the ways that our data can become bias and ways we can manage this
 - Teach you to find the right balance between cost/time and accuracy. And make sure the MI, Insight and Forecasts we share are “good enough”

Box Set: Planning & Insight in Field Operations

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

 - The key drivers of performance and how to explain them
 - How to set up effective data, reporting & comms plans
 - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

Box Set: Engagement

The knowledge and ideas we have is of little value if we cannot drive change and improvement. This box set offers you a number of different methods that can improve your engagement with your stakeholders and increase their buy-in. This series includes 5 online learning modules to apply the learning in your own role to become an accredited professional.

You can watch each module on its own without applying for accreditation. You will then be charged for each individual module.

Box Set: Planning & Insight in the Back Office

Back Office & Processing operations are becoming a bigger focus within our industry.  These videos offer practical knowledge and examples for specialist teams, as well as key tips and guidelines for analysts, planners or managers looking to understand more, or curate knowledge in their own area of specialism.  

Box Set: Shrinkage

Understanding Shrinkage is key to delivering our strategies and managing performance, whether you are a leader, manager or analyst, setting, understanding and delivering targets in the right way is essential for success. This series includes 5 online learning modules to apply the learning in your own role to become an accredited professional.

You can watch each module on its own without applying for accreditation. You will then be charged for each individual module.

Box Set: Real-time Operational Effectiveness & Readiness

Introduction: Learn how to determine the optimal approach and build an operational playbook, in order to improve your Real-Time function and tactical planning framework.

After this course, you will understand;

 - The role of Real-Time and how to add most value as analysts
 - The predictability/impact of events. How to set effective triggers and actions
 - How to analyse your flexibility demands and manage shrinkage

Box Set: Scheduling & Wellbeing

Introduction: Learn about lifestyle and wellness options that help balance people with business needs and explore the volatility of your operations’ workload.

After this course, you will understand;

 - How to analyse your flexibility requirements and opportunities
 - What options are available to improve your coverage while supporting wellness & lifestyle
 - How to develop a flexibility strategy that is a corporate asset

Box Set: Capacity Planning, Budgeting & Forecasting

Introduction: This course gives you knowledge to support you in your role and overcome the obstacles you face, to help you create a culture of data-driven decision making.

After this course, you will understand;

 - The key numbers in a capacity plan & how to explain them
 - How plans & forecasts flows from strategy & budgets through the entire planning cycle
 - Managing data to ensure a single version of the truth

Box Set: Best Practice in Planning

Introduction: Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this course, you will;

 - See how each planning stage impacts others
 - Explore the importance of handoffs and the data journey
 - Understand the importance of shrinkage and forecasting in maintaining an effective plan