ACTIVE OPS
Online Content Review
Review of the client’s website comparing content against competitors to identify improvements.
BARCLAYS
Schedule Review
Review of current schedule effectiveness and design of new rota patterns and staffing strategy.
BODEN
Flexible Working and Schedule Review
Review of current schedule effectiveness and benefits of introducing flexible working practices.
BRITISH GAS
Resource Planning Team Review
Review the effectiveness of the resource planning team, it’s structure and ability of those working within, advising of any improvements.
CAPITAL ONE
Resource Planning Structure & Function
Review requirements and recommend the structure, roles and functionality for the Resource Planning team. Incorporation of on/off shore and change forecasting and capacity planning along with improved scheduling and increased service delivery influence.
DHU HEALTHCARE CIC (111)
Rota Pattern Implementation
Staff rota survey leading to design and introduction of rota patterns for all clinical and non-clinical staff. Review of Workforce Planning team functionality and use of existing WFM software to support its better use.
DIRECT LINE GROUP
Analyse Customer Wait Time
Analyse and establish the optimum customer wait time in the claims call centres.
DIRECT LINE GROUP
Review Budget and Planning Cycle and Governance
Review the current budget and planning cycle and governance to identify improvements.
DOMESTIC AND GENERAL
Demand Forecasting, Capacity Plan and Schedule Reviews
Review the current resource planning cycle and identify improvements, specifically in demand forecasting, capacity planning and schedule effectiveness.
EAST SUFFOLK COUNCIL
Implement Resource Plans
Implement rudimentary resource plans and establish an in-house resource planning capability.
EQUINIX
Create and Maintain IT Helpdesk Schedules
Create and maintain multinational and bilingual helpdesk schedules and work rotas.
FINANCIAL CONDUCT AUTHORITY (FCA)
Recruitment Interviews
Conduct interviews and candidate assessments to support recruitment ambitions.
FOOD & ENVIRONMENT RESEARCH AGENCY (FERA)
Establish Demand and Long term Resource Plans
Create customer demand forecasts and capacity plans for staff and machine resources and establish an in-house planning capability.
LEGAL AND GENERAL
Claims Demand and Capacity & Budget Planning Review
Review the current resource planning cycle and identify improvements, specifically in demand forecasting and capacity & budget planning.
MACMILLAN CANCER SUPPORT CHARITY
Long Term & Budget Planning and Shift Review
Establish Demand Forecasting, Budget and Long Term Planning and Recruitment processes and models. Create new shift patterns for extended opening hours and new recruitment.
MACMILLAN CANCER SUPPORT CHARITY
Resource Planning Structure
Re-design of Resource Planning function along with documentation of all processes and roles within the team to support an Operational restructure.
MACMILLAN CANCER SUPPORT CHARITY
Mobile Service Planning Models & Processes
Creating new event and resource planning models to ensure VOSA and staff work time regulations are complied with. Easy access to staff schedules across the UK and within regions.
NORFOLK POLICE CONSTABULARY
Call Centre Merger Planning
Create capacity plans to establish the resource and cost benefits of call centre merging.
RAC
Create Plan For Corporate Contract Bid
Create and populate a plan to support a corporate contract bid and establish an in-house bid modelling capability.
RS COMPONENTS
Schedule Review
Create new schedule patterns and call centre staffing options to support in-house customer service transformation project.
SELFRIDGES
Establish Capacity Planning Function
Create capacity plans for customer call centre resources and establish an in-house planning capability.
THAMES WATER
Demand Forecasting Review
Review the current customer demand forecasting techniques and tolls and identify and recommend improvements and benefits.
THE FORUM
Innovation Awards Judging
Visiting innovation awards finalists to review their submission, selection of winners and writing case studies capturing their work for best practice guide books.
THE FORUM
Standards Benchmarking
Visiting companies to review their bench-marking submission, marking their position against their peers and writing final report capturing their position and required improvements.
THOMAS COOK
Complaints Back Office Capacity Planning
Create, populate and implement a capacity plan for the complaints function and establish an in-house resource planning capability.
WAKEFIELD DISTRICT HOUSING (WDH)
Call Centre and Field Resource Planning
Create capacity plans and availability forecasts for customer call centre and field resources and establish an in-house planning capability.
YORKSHIRE AMBULANCE 111 SERVICE
Call Centre Planning, Process and Flexibility
Establish staff rota patterns and initial schedules for new service. Identify annualised working opportunities and benefits. Support resource team recruitment. Reviewed and defined resource planning processes, resource team role profiles, structure and KPIs.
YORKSHIRE AMBULANCE 999 SERVICE
Road Resource Planning, Process and Flexibility
Support the service transformation project through delivery of a resource planning cycle, specifically the demand forecasting and capacity planning. Review of resource team member capabilities and design of training matrix. Reviewed and defined resource planning processes, resource team role profiles, structure and KPIs.
YORKSHIRE AMBULANCE IUC (111)
Rota Review
Staff rota survey leading to re-design of rota patterns for all clinical and non-clinical staff.
ZIP WATER
Customer Demand and Capacity Planning
Review of customer journey within the fulfilment centre to support the creation of the budget/demand forecasts and capacity plan and establish an in-house planning capability.
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