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Creating a Digital Twin of an Organization (DTO) to Enhance Call Centre Operations

  • 2022-04-21
  • 12:00 - 13:30
  • Virtual online lunch and learn


  • Free
  • CAD 50 + taxes.
    Consider an annual membership for CAD 150 - if you attend 3 or more events this is a much better value for money.

Registration is closed

Please join this virtual lunch and learn, organized by the Ottawa-Gatineau and Atlantics branch teams:

Creating a Digital Twin of an Organization (DTO) to Enhance Call Centre Operations

Gartner defines a DTO as “a dynamic software model of any organization that relies on operational and contextual data to understand how an organization operationalizes its business model, connects with its current state, responds to changes, deploys resources and delivers customer value”. A DTO model also provides the ability to better understand the operational flows, bottlenecks and true cost of service delivery in any business.

This presentation will explore how Business Process Analysis & Costing (BPAC) techniques can be used to create a DTO model that provides valuable insights into resource capacity management, business process optimization and improved operational costing. It will also show how an innovative Canadian DTO solution, Collaborative Business Planning (CBP), can be used to develop an interactive DTO model for Call Centre operations that enables better resource forecasting through “what-if” simulations and scenario-playing.


  • Background on BPAC and DTO (15 mins)
  • Call Centre DTO Demo using CBP (20 mins)
  • Tips and Techniques for Implementing a DTO model (10 mins)
  • Q&A (10 mins)

SPEAKER: Mike Haley


Mike is President of Landmark Decisions Inc., a Canadian consulting firm providing worldwide “Performance Alignment” facilitation, training, and implementation services. Mike has over 25 years’ experience in developing and delivering professional services and training on strategic and operational planning and cost modeling techniques which help both private and public-sector organizations improve their business decision-making capacity. Mike has also worked with many technologies that support Gartner's vision of a Digital Twin of an Organization (DTO) including the novel Collaborative Business Planning (CBP) solution.

Mike’s private-sector clients have included Air Canada, Bell Aliant, Crosby's Molasses, Kroger Foods, Maersk-Sealand, Pfizer, and Telekom Malaysia. Public sector clients have included Canada Council for the Arts, Canadian Coast Guard, Health Canada, Transport Canada, Treasury Board Secretariat, Veterans Affairs, US Navy, and various departments in the New Zealand government.

A frequent speaker/lecturer on topics of operational costing and performance reporting, Mike also serves on the Board of the Nova Scotia Chapter of the Financial Management Institute of Canada (, a Canadian not-for-profit volunteer association focused on knowledge sharing in all aspects of public sector financial management.



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