1. Workforce Management Implementation Dos and Don’ts
Kirwyn Adderley
4/4/16

2. WFM Project Organization
Project Plan
Create a project plan and meet with your business partners to agree on deadlines and stakeholders. Set realistic expectations.
WFM Project Organization
Software Integration
Training
Scheduling
New Hire Education
Forecasting
Capacity Planning
Change Mgmt.
Communication
Stakeholders
WFM HR
Ops IT
Training Quality
Near Term (Jul 11 –Mar 12)
30 days
Data collection
Assess areas of improvement
Current operation will remain “as is”
Training of WFM fundamentals
60 days
Implementation of WFM software
Schedule creation
Resource tracking and post-day analysis
Baseline forecast
90 days
Long and short range planning
Capacity plan
Real-time service level management
Business continuity plan development
June 2011

3. Data Collection Checklist
Type of work and services offered
Workflow and staffing groups
New hire onboarding and training timeline
Peak season preparation
ORGANIZATION
Long Range – Budget Planning
Short Range – Call drivers and inputs
Creation and adjustment of contact/AHT forecast
Capacity Planning
FORECASTING
Scheduling options, parameters, and skilling
Schedule creation and shift bid processes
PTO / Time Off and schedule changes
Cross-trained resources
SCHEDULING
Service level agreements and performance guarantees
Service level escalation plan
Attendance and schedule adherence monitoring
Real-time reporting and communication
SERVICE LEVEL MANAGEMENT

4. Take a Phased Approach Evaluation Implementation Assessment Analysis
Confirm new processes meet business requirements
Ensure customer satisfaction and team member morale are not negatively affected
Make modifications as needed and evaluate next steps
Evaluation
Begin educating and introducing WFM practices
Maintain change management process
Perform stakeholder analysis and keep feedback loop open
Implementation
Assess and determine optimal course
Document and present recommendation to business partners
Obtain agreements from all stakeholders
Assessment
Complete data collection
Analyze business performance
Find broken processes and communication gaps
Analysis

5. Current Progress and Next Steps
Meet regularly to discuss project status and progress.
Workforce Management Capability
Estimated Date of Completion
Completion
Kickoff Meeting
1/15/2015 √
100% Complete
Data Collection
2/1/2015
WFM Software Integration
3/1/2015
Schedule Creation
3/30/2015
50% Complete
Shrinkage Management
Same-Day Service Level Management
Forecasting Integration
4/30/2015
20% Complete
Business Continuity Plan
5/15/2015
June 2011

6. Dos and Don’ts! Do
Don’t
Communicate Educate Partner …don’t tell Create a project plan Focus on eliminating work Follow steps in order (Some exceptions to this rule) Keep feedback loop open
Assume – Get agreements Change processes that work Try to fit the business in a box (Every organization is different) Implement before making an assessment Forget to evaluate changes and modify as needed

7. Questions