Enterprise Workforce Management

Transcription

1 Enterprise Workforce Management

2 Optimizing Workforce Movement Enterprise Workforce Management is an integral component of RedPrairie s best-of-breed solutions that have put commerce in motion for the world s leading companies for over 35 years across retail, distribution and manufacturing operations. The suite helps companies to increase revenue, sales, and conversion, while reducing costs and improving the customer experience by enabling the right associates to do the right tasks at the right time using the most efficient methods.. The Need Today s economic and competitive realities dictate companies create environments that maximize the productivity of all associates. This efficiency imperative has been fueled by the deep recession and the slow, uncertain recovery, as well as by the increasingly competitive global multi-channel marketplace. But the piece-meal point solutions of the past have made managing the workforce across the enterprise more challenging. A single, integrated approach is necessary RedPrairie s Enterprise Workforce Management. Driving productivity also requires getting managers out from behind their desks and empowering associates with the information they need to better serve customers and do their jobs. This technology-enabled trend is possible because of the latest developments in mobility, personalization and intuitive interfaces all incorporated into Enterprise Workforce Management. At the same time, competition for talent is intense. Even with high unemployment rates, companies are struggling to hire and retain skilled workers. Companies are thus using pay for performance incentive programs and offering opportunities to work with advanced technologies as lures for attracting and keeping valuable resources strategies enhanced through Enterprise Workforce Management. An important point is that the efficiency imperative, technology enablement, and talent strategies are universal across retail, manufacturing, and distribution operations. While at the ground level workforce management practices may vary between these operational domains, at the enterprise level, the same need exists for effective workforce budgeting, planning, forecasting, scheduling, task assignment, measurement and reporting. And while a company s main focus may be on retailing, distribution or manufacturing, in reality companies operate across multiple domains retailers also operate distribution centers, and may have manufacturing operations for private label goods. Manufacturers have warehouses and distribution centers, and may have retail operations through online B2C channels. Distributors often do light manufacturing as part of their valueadded services and may support online channels. The bottom line is Enterprise Workforce Management is a key enabler and competitive advantage for all customers. 2

3 Components of Successful Enterprise Workforce Management Programs Unlike many other business applications where the software is the solution, successful enterprise workforce management programs include human engineering elements such as process redesign and culture change that enable the technology benefits. Each facet is critical to yield maximum performance and return on investment in the workforce. RedPrairie s Enterprise Workforce Management solution includes the industry s most experienced industrial engineering support to define and model the most efficient methods for performing each task (preferred methods) and develop engineered labor standards to accurately measure performance. Without this critical step, adding technology will only perpetuate past inefficient practices. RedPrairie has helped customers develop and implement productivity-enhancing job methods and standards at hundreds of sites around the world, making our customers operations more productive and safe, with higher quality. RedPrairie has also designed and implemented multilevel change management programs that get everyone on the same page and help create a positive attitude toward workforce management. Gaining worker trust and cooperation are critical to the rollout and long-term success of workforce management programs. It also improves morale and retention, and of course, productivity, maximizing the return our customers get on their investment in labor. With efficient preferred methods and labor standards in place, and associates on board through effective change management programs, enterprise workforce management technology can significantly improve productivity, customer service, revenue generation, sales, conversion, and compliance. 3

4 Enterprise Workforce Management Improving the productivity and effectiveness of the workforce is an enterprise concern, not just in the store, on the factory floor, or in the distribution center. An enterprise approach to workforce management can provide significant benefits in cost savings, revenue generation, compliance and consistency of operations. RedPrairie s Enterprise Workforce Management (EWFM) capabilities, described below, help customers achieve these benefits. While EWFM is a comprehensive, integrated suite, some capabilities may impact one operational area more than others, and the applications may be licensed and deployed in many flexible ways according to business needs. Labor Planning With lengthening supply lines, shorter product life cycles, downsized workforces and increasingly demanding customers, matching inventory and workforces to actual demand is more critical than ever. RedPrairie EWFM provides accurate, localized forecasts from the store back through manufacturing. Store Forecasting > Uses store POS and traffic data, seasonal trends, and merchandising plans, as well as macro-economic trends, weather forecasts and other external events, to accurately forecast labor demand at the store level, as well as the associated inventory levels required. By using a single, store-based forecast, labor and inventory are synchronized to actual demand, lowering labor and inventory costs while improving service and on-shelf performance. Labor Budgeting > Uses the store forecasting data to generate a bottom-up budget for workforce needs coupled with a top-down editing capability that applies budget constraints to prevent scheduled labor from exceeding budgets. This optimizes workforce utilization within budget realities. It also provides a what if capability to analyze the impact of budget constraints on workforce productivity. Demand Sensing > For hospitality providers, distributors and manufacturers, it s about accurate demand sensing. EWFM uses bookings, order streams and store forecasts to sense demand more accurately on a local level than traditional demand planning systems. The bullwhip effect of multiple demand forecasts is eliminated, allowing safety stock and associated labor costs to be reduced. Workforce Planning > Using store forecasts, demand sensing and budget constraints, EWFM calculates workforce staffing requirements at each organizational level starting with the closest point to the customer. What if analysis can be performed to predict the impact of a large new order, a promotion, a new product, or other events. The result is workforce plans that more accurately and cost-effectively match labor to demand. Schedule Optimization Using more accurate labor forecasts and budget constraints, EWFM optimizes staffing at each store, property, distribution center and manufacturing site. Scheduling algorithms incorporate skill requirements, work preferences, work rules and legal restrictions to slot workers for specific jobs or tasks tasks at user-defined intervals. Employee self-service is provided for associates to specify work preferences, and bid for shifts, clock in and out, and request time off. The scheduling engine computes job and task duration based on actual work content defined through preferred methods and labor standards. Optimized schedules are presented graphically to managers for review and adjustment. Time periods with over or understaffing are highlighted, as are conflicts with work rules or legal requirements raised by manager adjustments. By more accurately matching schedules to demand, labor costs are reduced while coverage is improved. In retail stores, improved coverage translates to increased conversion rates and revenue. In other environments, improved coverage leads to better on-time performance and customer service. Automatic generation of schedules and monitoring of work rules and legal restrictions significantly reduces administrative time and improves compliance. Employee self-service also reduces administrative effort, improves schedule adherence, and creates a more associate-friendly environment, thus improving morale and retention. 4

5 Execution Management For retailers, Execution Management means ensuring corporately assigned tasks, such as promotions, price changes, display sets, and other merchandising plans are executed the right way at the right time in each store, within the budget available, while not negatively impacting customer service. This is crucial to the success of these programs. But with the sheer number of these often overlapping tasks, and the other demands on store personnel s time, execution can be less than optimal. EWFM provides capabilities to overcome these challenges. Task Management > Enables corporate managers to assign, prioritize and communicate corporate tasks online based on the ability of stores to execute the tasks. With this visibility, programs can be scheduled to take advantage of the highest priority tasks first to maximize revenue potential, while still getting sales uplift from programs repositioned when sufficient nontraffic staffing is available. Store managers receive corporate task assignments on their dashboards or mobile devices along with timeframes, priorities and expected work requirements. Instructions, pictures or graphics of expected results can also be provided, which the manager can pass along to the associates he assigns to the task electronically. Associates receive their assignments and instructions online or on mobile devices, and can verify completion. Feedback Management > Provides three valuable types of information to corporate management verification of when corporately assigned tasks are completed, narrative feedback on the tasks involved, and suggestions for improvement in processes, materials, equipment and instructions. By streamlining and automating corporate task assignment, improving store communications and execution, and receiving front-line feedback, corporate programs are more successful, store operations are improved, and continuous improvement becomes engrained. Workload Planning Workforce planners have a difficult challenge balancing requirements for service and task-based labor within existing workforce budgets, especially without visibility to site-specific labor capacity. The Workload Planner capabilities of EWFM allow workload planning groups to optimize the return on labor for each site by calculating the actual effort required to complete each project based on work content, ensuring stores are not overloaded or underutilized. The system provides what if scenario analysis on project timing, content, priority, and phasing. As a result, organizations can use Workload Planner to phase and prioritize projects over time, while comparing demand for labor to capacity by site, by week. For retailers and hospitality providers, Workload Planner provides associates with more time with customers by optimizing process planning across each organization s entire chain. Tying in labor standards with calculated activity requirements produces more efficient stores and properties, and a more efficient business overall. 5

6 Performance Measurement Measuring workforce performance has come a long way from the days of simply tracking tasks completed against arbitrary standards such as units per hour or shift. To maximize performance today requires understanding every task from clock-in to clock-out. RedPrairie s EWFM provides comprehensive measurement and reporting of all activity within each site, including: Direct and Indirect time > Tracking performance on directed tasks is a key component of productivity measurement. But being able to track and analyze all of the time spent on indirect tasks is critical for understanding and improving performance across the shift or day. EWFM captures and reports time spent on every task from clock-in to clock-out to provide the complete picture of where productivity leaks occur that degrade overall performance. Standards-based measurement > Most tasks within retail stores, hospitality properties, distribution centers and manufacturing sites can be measured against precise, predefined standards to provide an accurate view of performance as it occurs, as well as over time. This enables effective corrective action when performance slips below acceptable levels. It is also a critical foundation for incentive programs. EWFM provides precise measurement on an individual or team basis, with allowances for personal fatigue and delay based on job characteristics. Supervisor reporting > Because performance results are tracked and reported to supervisors in real-time by EWFM, they can take corrective action immediately to prevent problems from impacting overall performance. Performance is reported by individual, team, job and work cell to provide a complete picture of how work is progressing against goals for the day, shift, wave or other user-defined time periods. Associate reporting > Reporting performance results to associates is at management s discretion, but is available in EWFM anywhere from real-time as jobs are completed to hourly or end-of-shift. Letting associates know how they are performing allows them to selfmotivate and even fosters competition if results are shared within a group. The result invariably is higher performance, as well as improved morale. Quality and Safety > EWFM allows management to set quality and safety parameters before performance goals are achieved. This discourages associates from rushing work completion to hit goals at the expense of errors or safety. This is especially important when incentives are used to reward above goal performance. The goal of performance measurement is to identify and remove barriers to success, including the need for more training or coaching, equipment problems, work zone layout or slotting issues, and conflicting priorities. EWFM provides the tools to solve these problems, and serves as the foundation for incentive and performance management programs. 6

7 Time & Attendance Detailed time & attendance supports scheduling, task management and performance measurement activities by ensuring the right associates are there when scheduled. It immediately notifies managers when associates fail to show for a shift, are late, or miss punches, so managers can quickly take corrective action. It enforces schedule compliance by not permitting early or late punches and the associated overpayments. EWFM supports punch in and out from traditional clocks, biometric readers, and online sources, including mobile devices. Flexible, web service based APIs allow EWFM to accept punches from virtually any type of clock or online device. Geo-positioning can be used to verify the user is in a proper location when accepting mobile punches. Punch and attendance data can be sent to payroll for pay calculations. EWFM tracks attendance and tardiness over time, and calculates leave accruals and usage based on userdefined rules. Self-service capabilities allow associates to review schedules, specify preferences, request time off, and view request status. Mobile Enablement Mobile enablement is changing the way people work in stores, at distribution centers and on the manufacturing floor. Managers and associates use smart phones and tablets to communicate information, execute tasks, process workflow, and serve customers. RedPrairie s EWFM mobile apps empower managers and associates with the knowledge and tools they need to better perform their jobs, interact with customers, and communicate from the floor or remote locations. Managers > Can get out from behind their desks without losing touch because the information and tools they need to work with associates and customers are at their fingertips. Role-specific apps such as Site Manager cut through the clutter to present the most critical next tasks for each manager, along with the ability to act on those tasks immediately from the mobile device. Having managers on the sales floor helps increase conversion rates and revenue. Having managers on the distribution or manufacturing floor helps increase productivity and remove barriers to success. Associates > Empowering associates with inventory information what is on shelves, in the back room, available at other stores or the DC, as well as what the correct price is and if there are any current promotions on the item allows them to better serve customers as well as support endless aisle and save-thesale initiatives. Adding Clienteling capabilities with customer buying preferences and purchase history enables store associates and customer service reps to better anticipate customer needs, increase basket size and improve conversion rates. Since mobile consumers can now check your competitors prices while standing in your store, then purchase the items online called showrooming or the Amazon effect, empowering your associates with superior inventory and customer information can help prevent lost sales, as well as generate more revenue. Role-specific apps > Managers and associates don t have time to search through cluttered screens or navigate across multiple levels, especially on mobile apps, to get the information they need to serve customers. EWFM s role-based applications put exactly the right information and capabilities on manager and associate displays based on their role so they can access and use the information to better serve customers and do their jobs. With mobile devices becoming ubiquitous in the marketplace and workplace, EWFM s mobile applications not only make your workforce more efficient, they ensure your workforce is empowered to better serve your customers. 7

8 The Benefits of Enterprise Workforce Management Combining best practice job design, engineered labor standards and advanced Enterprise Workforce Management technology with best-in-class usability provides a single view of labor across the enterprise to maximize the return on your investment in labor. With a single, intuitive place to access relevant information and tasks, managers and associates are more productive and spend less time on administrative duties. Processes, measurement and rewards become more consistent and fair, while reporting is immediate and accurate. Morale and retention are improved. In stores > Managers get out of the back office and onto the floor and, together with technology-enabled associates who have inventory and customer data at their fingertips, can improve conversion rates and customer service. Associates are optimally scheduled for traffic-based service and corporate tasks so there are always the right people at the right time doing the right tasks to maximize return on merchandising programs, local product mix and traffic patterns. In distribution centers > Labor plans and scheduling are better matched to demand based on actual work content and skills. Work becomes more efficient and productive based on preferred methods and engineered standards. Associates performance is measured accurately and fairly, with the opportunity to easily add productivity-enhancing incentives. And managers become coaches, can remove barriers to success as they occur, and can better balance workloads and throughput. In manufacturing > Work can be more efficiently planned, scheduled and assigned based on work content and machine speeds. Performance can be accurately measured by individual or group. Managers can be on the shop floor handling problems rather than stuck in the office doing administrative chores. As an enterprise, you spend a great deal of time, effort and expense hiring, training and managing your workforce. With RedPrairie s Enterprise Workforce Management, you can maximize the return on that investment by driving workforce consistency, productivity and effectiveness across retail / hospitality, distribution and manufacturing operations to increase revenue, reduce costs and improve the customer experience. For more information [email protected] RedPrairie.com RedPrairie Corporation has made every effort to ensure the accuracy of the information included in this document. This document is subject to change without notice. The information contained in this document may not reflect the final design in some instances. Copyright 2012 RedPrairie Corporation. All rights reserved. This publication contains proprietary information of RedPrairie Corporation. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of RedPrairie Corporation. RedPrairie and the RedPrairie logo are registered trademarks of RedPrairie Corporation. Commerce in Motion is a trademark of RedPrairie Corporation. All other trademarks and registered trademarks are the property of their respective holders. BR_EWFM_0512