Challenge success stories from 2016
The 2017 Challenge programme launches this month, in readiness for the new year. What organisation wide project needs to be delivered next year? Or, what changes could your team drive and make significant tangible improvements? Maybe, you could play a huge part in delivering organisation and local team initiatives. The Challenge programme supports you, your team and organisation in identifying goals, timelines and using the wider community to gain advice and perspective.
Yorkshire Building Society
We created 2 week’s worth of capacity within the team by improving what we do; that’s excluding savings in the operation, where the benefits of better planning take longer to roll out. Before sending reports we pull out the “top 5” insights – and the managers say ‘wow’. They focus on what they needed to do. It’s a two-way street. They don’t know what they don’t know and we need to make our insight clear and easy to use.
We are starting to see improved Back Office forecast accuracy now. We also know where the benefits are and can track these. The key step was getting the right people engaged; I sometimes felt I was spending all my time talking but this is what made my challenge project a success. It’s important to allow enough time for engagement. When this was in place, everything else came together really quickly.
We created a new Quality & Customer Experience function. The biggest success has been our call monitoring form, which is simple and easy to use, focused on the customer’s experience not our internal process. Working on collective goals to improve the overall experience has been another win. The challenge has supported us all year, from the binder full of amazing information to the best practice weeks, which gave us a new way of thinking. It’s been a great to network, share best practice and gain support.
Student Loans Company
We have updated our QA to drive improvement. We gathered insight from a cross-section of customers and from advisors, using the challenge to prepare our proposals and compare our approach with other organisations. This really helped us define “your call” for advisors in a way that supports a natural conversation, with effective measurements, which we tested with a pilot group.
Data, Analytics & Insight
Yorkshire Ambulance Service
John Senior, Workforce Information Analyst at the Yorkshire Ambulance Service NHS Trust shares his personal challenge journey.
When I started, I had no idea what to expect and I was still learning about the issues facing our call centre. At my tutorial with The Forum, we discussed what was suitable for my Challenge..
Engage stakeholders and forge new approaches
The Challenge: see how members took time out to improve what they do, created time to deliver change & got the support required
See what's new in our 2017 Programme
Find the same world class programmes, with added sparkle! A huge range of opportunities. Key dates for 2017