Tactical planning, automation and empowerment

Tactical planning, automation and empowerment

Thursday 17th June 13:00-16:00

Event date: 17/06/2021 13:00 - 16:00 Export event

This virtual Case Study Live is your chance to meet and speak with Awards finalists from Domestic & General, QStory, Legal & General and Severn Trent Water. These teams and managers have made changes in their business which mean that there have been huge improvements in how they can react tactically to changes on the day. At this virtual, interactive workshop, you can hear more about how they achieved their success.

  • Learn how having access to the correct data can improve these decisions.
  • Hear how they have engaged their team and stakeholders in new ways of working.

Understand more about what’s happening in other organisations and sectors. Meet key stakeholders in these organisations and can network to learn from other members working on these same topics and challenges. This session offers insight for planners in all kinds of operation, from contact centres to Field or Back Office.

The Domestic & General partnership with QStory on Real Time Automation led to a step change in colleague empowerment, transformation in the real time planning team and a remarkable, rapid ROI. Like many of the partnership, this stands out as an easy and open working relationship that enables learning and evolves the technology in an agile way. 

At Legal & General, an agile, cross-skilled tactical planning team have built confidence and trust, as a centre of expertise that has already grown from 4 to 10 internal clients. This year, MI automation has been a focus, to create capacity and agility, while further deepening their knowledge of each operational area. Juliet Jetson heads up the workflow team at L&G, delivering at pace their successful operating model into new areas of the business. Key to success for her is using individual’s distinct skills within the team, developing people and engaging stakeholders on how to get the most out of their data.

The planners at this team at Severn Trent Water work in geographically separated teams, looking to establish best practice planning discipline, data and processes. They have consolidated 44 different local working practices for in-day planning, alarm handling and jeopardy management, in this field engineering operation, dramatically reducing the number of outstanding jobs. 


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