New customer contact challenges ahead for The Forum
At its National Best Practice Seminar, The Forum (formerly known as the Professional Planning Forum) announced three major new Best Practice Challenge Programmes, forming the heart of their new Membership Programme and designed to make a tangible difference to organisations.
Offering the opportunity to engage with our latest best practice materials and develop best-in-class methods for your organisation, challenge members will work alongside other members of the community as well as colleagues from other parts of their organisation on the 2015 Challenge themes, take advantage of the challenge network to share best practice on other business priorities and make structured time in their calendar, at no extra cost, to drive improvement without losing focus on business-as-usual.
This year’s challenges, one for each of the Forum’s specialist communities of continuous improvement, are:
The Planning Challenge – With up to 50% of employee time falling below the planning radar, drive efficiency by giving shrinkage and other lost time the same focus and management as we give to forecasting demand and scheduling shifts.
The Quality Challenge – Explore deeper the ways in which a re-designed operational framework for QA can balance freedom, compliance, learning and improvement, setting colleagues free to focus on customer experience and engagement.
The Insight Challenge – See how data and analytics can drive insight and action in your organisation, change the focus and workload of our analysts to have more impact on business and customer performance.
“We are delighted to announce this ground-breaking programme for our members,” explained Paul Smedley, Founder and Chair of The Forum. “We are not on our own but part of a community with others facing many similar issues and all passionate about helping each other. Our members tell us that we are the ‘go-to place’ for support teams and business leaders, helping professionals recognise how what they do is important, define skills or performance gaps and create a roadmap for improvement and professional development.”
Steve Woosey, Chief Executive adds, ”As customer contact channels and behaviours change, functional teams increasingly need to interact together as well as with numerous, broader business areas. Our over-arching community will now be called The Forum and key events, such as our annual Customer Strategy and Planning Conference and the Innovation Awards, will still draw all the Professional Forums together.”