How do you know your customer contact centre planning function is doing a good job? BT, NHS Direct, RBS, RSA and Tesco Bank have launched the new business accreditation framework, developed by the Professional Planning Forum and its members; a process that is designed to give external, independent evidence about the success of an organisation’s planning function. 


The pioneer organisations attended a launch workshop to equip them with the tools and information needed to embark on the benchmarking process. A detailed and robust self-assessment process is used to review how the function works and the impact it is achieving, using a detailed framework that identifies the level of maturity evidenced in each of the key planning capabilities.  External peer assessment validates this and provides benchmark information and a full report and roadmap for further development is produced.   


“The real strength of the business accreditation process is that it not only provides a fantastic external benchmarking of an organisation’s planning function against industry developed standards, but at the same time gives participants an invaluable learning experience from carrying out the self- and peer-assessments,” explains Steve Woosey, Chief Executive of the Planning Forum. “And that is before you even take into account the industry-wide recognition of your company’s commitment to planning best practice,” he continued.


Tracy Johnson, Operations Planning Lead Personal Sales & Service, RSA agreed, ‘This is a great opportunity for companies to 'stop and take stock' of where they are as a business.  Achieving accreditation will really be recognised in the Industry as well as in your own business as being real 'expertise' Business Partners…it is refreshing how passionate people are on making a difference in the Business.’

 Steve Grainger, Head of Partner Relations,General Insurance, TESCO Bank confirms “Our genuine ambition is to be the best end to end Operational Planning & MI function in our industry, so working with the Planning Forum and benchmarking ourselves across other organisations, will help us define what good really looks like.  The accreditation process itself presents a structured approach to evaluating where we are now and identifying areas for improvements, which will then help shape our continuous improvement programme for the next 12 months…’ 

You may also like...

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website