Boosting Revenue With Smarter WFM

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Boosting Revenue With Smarter WFM

  1. 1. SERIES ConsumerConnected Session sponsored by #CCS14 Boosting Revenue with Smarter WFM
  2. 2. SERIES ConsumerConnected #CCS14 Welcome Webinar Attendees
  3. 3. SERIES ConsumerConnected #CCS14 Follow this Webinar on Twitter #CCS14
  4. 4. SERIES ConsumerConnected #CCS14 About Retail TouchPoints ü  Launched in 2007 ü  Over 28,000 subscribers ü  To provide executives with relevant, insightful content across a variety of digital medium Free subscription to our weekly newsletter: RETAILTOUCHPOINTS.COM/SUBSCRIBE
  5. 5. SERIES ConsumerConnected #CCS14 Panelists MODERATOR Gary Myers Vice President, North American Sales Workplace Systems Michael Chester Vice President of Store Operations World Kitchen Michael Garry Retail TouchPoints
  6. 6. 6 Michael Chester VP of Store Operations World Kitchen, LLC Gary Myers VP of North American Sales Workplace Systems Boosting Revenue with Smarter Workforce Management
  7. 7. 7 How Smarter WFM Can Boost Revenue Gary Myers, VP of North American Sales Workplace Systems
  8. 8. 8 Smart Schedules that Drive Revenue We specialize in helping consumer-facing businesses to increase sales. Our clients create schedules that improve customer service by deploying the right people with the right knowledge and selling skills at the right time. This increases customer satisfaction and maximizes revenues.
  9. 9. 9 Priorities are changing
  10. 10. 10 It’s about driving revenue! Credit:  freedigitalphotos.net/KROMKRATHOG  
  11. 11. 11 Consumer behavior has changed
  12. 12. 12 Customer experience is paramount
  13. 13. 13 “If I could only choose one I would choose to have engaged, enthusiastic staff because that is what drives customer service and that drives sales.”
  14. 14. 14 Smart Schedules that Drive Revenue Creating an organization culture that devolves power appropriately Executives Regional Managers Location Managers Staff Members Increase sales and loyalty
  15. 15. 15 Smart Schedules that Drive Revenue Creating an organization culture that devolves power appropriately Executives Regional Managers Location Managers Staff Members Increase sales and loyalty Gain insight on the kinds of schedules that deliver the desired revenue outcomes Visibility
  16. 16. 16 Increased Performance Visibility •  A consistent view of performance across the organization •  KPI’s and ratings selected by the business •  Dashboards for anytime, anywhere updates on results
  17. 17. 17 Smart Schedules that Drive Revenue Creating an organization culture that devolves power appropriately Executives Regional Managers Location Managers Staff Members Increase sales and loyalty Gain insight on the kinds of schedules that deliver the desired revenue outcomes Give managers the ability to shape schedules to local conditions and recent performance Visibility Empowerment
  18. 18. 18 Better Decisions •  Coaches managers to create better schedules and win the week •  Different methods of scheduling to match the organizational culture •  Leverage technology to optimize schedules
  19. 19. 19 Smart Schedules that Drive Revenue Creating an organization culture that devolves power appropriately Executives Regional Managers Location Managers Staff Members Increase sales and loyalty Gain insight on the kinds of schedules that deliver the desired revenue outcomes Give managers the ability to shape schedules to local conditions and recent performance Drive employee satisfaction levels in order to improve customer experience and loyalty Visibility Empowerment Engagement
  20. 20. 20 Engaged Employees •  Access schedules remotely •  Request time off online •  Shift offering and swapping •  Let employees see who they’re working with
  21. 21. 21 Smart Schedules that Drive Revenue Creating an organization culture that devolves power appropriately Executives Regional Managers Location Managers Staff Members Increase sales and loyalty Improved customer experience Gain insight on the kinds of schedules that deliver the desired revenue outcomes Give managers the ability to shape schedules to local conditions and recent performance Drive employee satisfaction levels in order to improve customer experience and loyalty Visibility Empowerment Engagement
  22. 22. Smarter WFM in Action Mike Chester VP, Store Operations World Kitchen, LLC
  23. 23. Who is World Kitchen? From bakeware, dinnerware, kitchen and household tools to range-top cookware, storage and cutlery, World Kitchen, LLC., and its affiliates manufacture and market brands known and trusted around the world.
  24. 24. Who is World Kitchen? § Global team of 3,000 employees § Major manufacturing, product development and distribution operations in the US and the APAC regions, and retail channels around the world § North America Retail Stores §  ~90 Stores in the US and Canada §  More than 700 associates §  Primarily focused in outlet centers §  Average store is 4200 sq. ft. §  Sell our brands and fill in the kitchen assortment with other vendors products
  25. 25. The Evolution of WFM at World Kitchen 2010: Handwritten Schedules §  Based on payroll matrix
  26. 26. The Evolution of WFM at World Kitchen 2010: Handwritten Schedules §  Based on payroll matrix 2011: Excel Spreadsheet §  Based on payroll as a % to net sales
  27. 27. The Evolution of WFM at World Kitchen 2010: Handwritten Schedules §  Based on payroll matrix 2011: Excel Spreadsheet §  Based on payroll as a % to net sales 2012: Workplace Systems WFM §  Based on payroll as a % to net sales
  28. 28. Fact vs Feeling By integrating the data that stores already collect, staffing and scheduling decisions can be based on fact vs. feeling
  29. 29. World Kitchen Success Increased Performance Visibility § Intuitive dashboard offers access to data at company, country, regional and store levels § Understand schedule adherence (scheduled vs actual) Results § Forward looking view of schedules, payroll, overtime, etc § Quickly identify and react to potential situations § Easy to coach managers to improve service levels
  30. 30. World Kitchen Success Better Decisions §  Translate labor demand into real number of employees based on availability of current staff §  Exception reporting surfaces future issues before they escalate (ie: overtime, scheduling adjustments) §  Easier for managers to see effectiveness of schedules in real time Results §  Ability to forecast future needs based on sales and traffic data §  More accurate seasonal hiring resulting in improved service levels §  3% uplift in conversion rates, continuing to see YOY growth §  Managers building better schedules
  31. 31. World Kitchen Success Employee Engagement and Satisfaction § Access schedules remotely § Request time off from mobile app § Bid on available shifts Results § More engaged employees driving customer loyalty § 8% increase in employee satisfaction § More ownership of schedule resulting in fewer call offs
  32. 32. Lessons Learned To be successful, your WFM solution: § MUST be able to integrate data and utilize existing solutions § Needs to have an easy to use interface that doesn’t intimidate managers § Integrate mobile technology § Be able to support your leadership team with insight on how the workforce is performing § Should benefit corporate, managers AND employees
  33. 33. 33 Contact us with questions or to set up a demo Getting Started Check out our new guide: 3 Simple Steps to Schedules that Drive Revenue Learn more about a Schedule Quality Health Check and see how your organization is scheduling today www.workplacesystems.com/SQHC  
  34. 34. 34 Michael Chester VP of Store Operations World Kitchen, LLC ChesterMP@worldkitchen.com Gary Myers VP of North American Sales Workplace Systems Gary.Myers@workplacesystems.com Questions?
  35. 35. SERIES ConsumerConnected #CCS14 Q & A // Panelists MODERATOR Gary Myers Vice President, North American Sales Workplace Systems Michael Chester Vice President of Store Operations World Kitchen Michael Garry Retail TouchPoints
  36. 36. SERIES ConsumerConnected #CCS14 10   Thanks for attending! Don’t miss Tomorrow’s sessions: APRIL   Inves-ng  For  Success  In   Omnichannel  Retailing   12PM  ET  /  9AM  PT   Endless  Aisle:  Virtual   Merchandising  In  An   Omnichannel  Marketplace   2PM  ET  /  11AM  PT   ccs.retailtouchpoints.com/2014  

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