Conference Welcome by Steve Woosey (Membership Director) and Paul Smedley (Executive Director) from the Planning Forum. 

Keynote presentation by Darren Lawrenson, Chief Executive at Dasala Training and Development.

10:45 Break - Tea and Coffee

Back Office efficiency - Rachel Lane, the Planning Forum's specialist, charts how to drive efficiency as silos blur and performance focus grows.

Innovation Case Study - how Scottish Power cut turn-rounds to 2 days, while raising productivity by 20% to 60% across all back office worktypes and cut front office availability 4% by blending work.

Expert panel and discussion - A discussion on failure demand and process improvement and your chance to ask questions of experts and digest the morning's learning to apply sucessfully in your own operations

12:45 Lunch

Performance Management - Tim Becker demonstrates the benefits gained with various client by capturing the right data.

Innovation Case Study - how Nationwide aligned operations for 3 regional societies, cutting backlogs and reducing worktimes by 32%, by using data to highlight improvements and implement changes .

Expert panel and discussion - ask questions of experts and gain insight into the opportunities in data capture for the Back Office.

Innovation Case Study - how Anglian Water implemented a bespoke WFM system for the back office, integrated with existing systems to reduce planning headcount by 18%.

Back Office Workshop - led by the Planning Forum's Colin Whelan and Chris Collins, Head of Operations at Coventry Building Society, winners of the 2009 Back Office Innovation Award.  Understand what best practice in planning for outbound looks like and how to radically improve your service while also reducing costs, by introducing a service culture in the back office.

Endnote presentations by Darren Lawrenson and Steve Woosey.  Steve looks at what's made it possible for contact centres and planning to develop and celebrates 10 years of the Planning Forum and the development of professionalism in planning.   Darren offers six top tips in engaging passion to drive performance in others and get the best for your organisation.

Conference close - join colleagues for a post-conference networking drink or join us later for our networking evening at 8pm in the conference hotel.