We were commissioned to build a tool to aid the scheduling of both personal and facilities for the MacMillan Mobile Information and Support Service (MISS).
To achieve the right outcome it is important not to solely focus on the tool itself, but also the processes and who uses it, otherwise the planning has to fit the tool and that is certainly the wrong way round.
This is a short, but telling, note of thanks from the Planning Manger who we worked very closely with:
“Thanks for all your help and guidance getting these to a place that will support the staffing and driver hours and all the other requirements that we have.
It’s been great working with you, your advice and guidance has been invaluable.”
Mobile Staff and Resources Schedule Tool
Anna Bradshaw-Jones - MISS Planning Manager
“We contacted the Forum on the back of a recommendation from a former colleague. Adrian and Keith took the time to get to know our business and what we wanted to achieve. They were able to offer valuable insight and guidance including ideas on how we could develop our workforce planning in the future.”
Staff Availability & Attrition Forecasting
Tracey Tallant - Service Director
“Select Planning were able to offer insight into our requirements, but also into how we might want to consider planning the flow of workload and calls. We found Keith exceptionally easy to work with, he has a very relaxed but informative style, he learnt our business very quickly, it felt like he had worked here for years and totally understood what we were trying to achieve.
Select Planning have given us a firm foundation for our future planning and helped us learn new skills that we can take forward.”
Customer Relations Blended Capacity Planning
Lorna Stanley - Head of Resource Planning
"Keith was recently a panel member in our webinars as part of our Best Practice week on Improvement & Process. We asked Keith to support this due to his involvement across multiple organisations and sectors and his ability to draw on varying experiences to help our members engage with and understand the subject.
Keith shared the insight he had gained and was able to inspire others into starting on the improvement journey through the webinars that we held. His contribution was valued by both the organisers and the attendees and we look forward to working with Keith in future Best Practice weeks."
Best Practice Speaking
Nicola Callan - Head of Engagement & Learning
"I engaged Adrian a few years ago to assist with the scheduling for a small team of 24/7 bilingual agents that I manage. The problems I was encountering were that the team had been set up with insufficient headcount to handle the bilingual calls and not all staff spoke two or more languages. The shifts had no pattern to them and no thought for the language capability was taken into account. My request to Adrian wasn’t an easy one to say the least, but Adrian was fantastic in seeing new ways to approach my dilemma. We tried a few different approaches to the scheduling in the first year until we found one that both suited the needs of the business and the staff.”
IT Support Help Desk Scheduling
Dionne Cleall - Service Delivery Manager
“Keith and Adrian worked with us alongside our Planning team and the Household Claims area, looking at everything from the Real Time planning right through to long range forecasting, capacity planning and budgetary process and control. What impressed me most was how intuitive they were in getting the root of the issues in such a very short space of time. They have very credible backgrounds in both planning and insurance so we were able to speak the same language and therefore understand the issues faced”
Household Claims Resource Planning
Claire Hird - Head of Household Claims Operation
“We had previously worked with The Forum their credentials and resourcing excellence were the foundation for selecting them to work with me on this project. Not to mention the fact that the initial conversation gave me total confidence that experts, Adrian and Keith, were engaged and they understood the challenges, handled things in a logical and confident manner, and made the decision to work with them perfect sense. The outcome is an agile resourcing model that gives me and my teams the flexibility to forecast channel by channel, year by year and adapt it regularly throughout the year to make sure we are working to deliver excellent service to the customer."
Corporate Contract Bid
Carole Campbell - Corporate Call Centre Manager
“Keith is a highly professional, experienced and knowledgeable person who has supported and enabled the Planning Team to produce an excellent schedule review whilst also referencing other considerations and challenges. Keith has a calm approach and is able to work with a range of stakeholders to gain relevant information and identify the key elements to support the work that is being undertaken. Keith produced a high quality written report that was articulate and clear and was engaging with all parties when presenting the report and findings.”
“Keith’s approach is a welcome change to consultancy support as he wants to ensure a difference is made and provides a clear overview of all risks, challenges and issues and provides practical solutions that can be implemented”
Customer Services Call Centre Schedule Review
Emma Botfield - Head of Customer Service Europe
A copy of the testimonial written by the Trust’s associate director can be viewed here
Yorkshire Ambulance 111 Care Line
Keeley Townsend - Associate Director
A copy of the testimonial written by the Centre's Head of, Operations Manager and Service Team Member can be viewed here