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Production control in Flow

The person who leads a team in a contact centre, production unit or inside staff has to be a star in planning, people management and improvisation. The team manager constantly has to synchronize various factors: evolving workload, available capacity and performance in the face of set targets. Incorrect forecasts, sudden fluctuations in workload or a wave of sickness are just a few examples of developments which make a team manager’s daily routine a challenging one. 

What is Flow?

The business simulation called Flow has been proven effective in various organisations focused on first line managers involved in labour-intensive client contact and administrative processes. The simulation is meant to give managers insight into the complex field in which they work and help them achieve improvements in team performance by making optimum use of available expertise and capacity.

How does Flow work?

While playing Flow, participants have the opportunity to practice all sorts of challenges in the area of production control. The game gives participants the chance to try out different approaches and experience the associated consequences. Moreover, Flow challenges participants to learn from their experiences and directly apply the results of the learning process. This element of ‘learning to learn’ is an essential part of Flow which translates into advantages for participants on a day to day basis.
Flow includes the following aspects of production control:

• Forecasts of differing quality 
• Comparing forecasts with realistic figures and making use of this in future 
• Creating schedules and rosters in line with the expected work load, staff preferences and required levels of quality
• Working with diverse staff competencies and motivation 
• Reporting to management
• Collaborating with different teams
• Management priorities and their impact on daily operations 
• Working with HR-tools in the team 
• The impact of various choices, including the use of temporary workers, on price levels 
• Fluctuating work load 
• The impact of unexpected events

In addition to the role of team manager, all the participants receive the opportunity to play at a higher management level. This provides them with more understanding for and insight into the role of their own supervisor. One of the biggest advantages of the Flow simulation is the quality of the information provided to the participants. Based on concrete reports, they can clearly see the effects of their decisions and actions.

Results and application

Flow provides participants with a more complete understanding of their field of work. Not only do they receive feedback on their actions, but also get ideas for improving their own performance. Additionally, Flow makes them aware of areas in their own personal development which they could focus more attention on. Playing Flow is an intense experience which will be reflected on often in the daily routine.