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What is Workforce Management 2 Part of the Greater Human Capital Management (HCM) Model Human Resources – Hiring/firing, skills management, compliance to regulations and standards Workforce Management – Regular vs. overtime hours, vacation and sick time, scheduling, costing or billing Payroll – EI/CPP/etc. deductions, salary
Workforce Management (WFM) encompasses all the activities, processes, and tools needed to manage a workforce. A comprehensive WFM system includes planning, forecasting, scheduling, and tracking workers to optimize the balance of customer, employee, labour laws and organizational needs. 3 WFM Defined
4 Who Utilizes WFM? Buyers – originally HR, Payroll, IT Now Finance and Operations are adopting WFM for strategic, productivity applications Influencers – Finance (Controller) & Operations Management Users – originally hour shift workers, now being utilized by: “non-traditional”, contingent workforce (contract, agency, temporary) Salaried, “professional” workforce (billing, cross-charging, security) MSS and ESS Offside workers – virtual, mobile, 24x7 “connected” workforce Now moving towards the entire workforce
5 Vendor Trends Expanding and Contracting Expanding application breadth through organic development and acquisition, with increasing vertical industry focus Consolidation will continue to occur in the vendor/provider market Kronos acquires healthcare WFM provider API Healthcare Corporation (2/07/11) RedPrairie acquires all-commerce solutions provider Escalate Retail (2/02/11)
6 Vendor Trends ERP vs. Best-of-Breed ERP’s are catching up, but only for the more basic WFM applications Workforce Management vendors are likewise expanding the depth, breadth, and sophistication of their WFM application suite Platform and Data Collection Devises SaaS increasing in availability and use Projected 50% increase in subscriptions (CedarCrestone 2010-2011 Survey from IHR Trends in WFM Slides) Mobile apps becoming more sophisticated
7 Application Trends Mobility Optimized Scheduling Absence Management Used for entire workforce – hourly AND salaried Attendance Accruals Scheduled and Unscheduled Incidental Absences Leaves of Absence (i.e., FMLA, WC, STD, etc.)
8 Application Trends Workforce Analytics Operational Performance Analytics Performance, productivity, quality, overall equipment and labor effectiveness, cost/margin analysis, etc. Fitness for Duty (esp., transportation, services, healthcare) Physical (Fatigue Management, Drug Screening, etc.) Competency (Certifications and Licenses) Compliance
9 Future of WFM Short Term Scheduling Optimization Recent discipline Moving from team based to individual based Optimization algorithms are very basic Human store managers are intuitive Business Intelligence Key Performance Indicators Benchmarking
10 Future of WFM Short Term – Mobile Mobile sector is growing 8x faster than traditional PCs did at the same stage in their evolution Your future workers & possibly current customers Ensure your WFM strategy includes mobile integration Captive vs. User Owned Devices
11 Future of WFM Short Term – Forecasting & Optimization Many organizations are not ready for forecasting and optimization Not enough data in the proper format (a year of history is essential) Socioeconomic makeup Dilemma Market What is the impact of the legal/socio/economic environment What are the cause and effect relationships on your demand Continuous learning Much ROI still on the table Schedule optimization is the most computational intense function in WFM
12 Future of WFM Long Term Building/Fitting Currently evolving from coding to configuring Think of it as “Code as Data” Code backdoors Change control is still essential Next evolution: system training Artificial intelligence
13 Future of WFM Long Term Data Gathering Automation of data gathering – technically we are ready Economically justifiable Primary barrier to adoption is sociological Current technologies employ wireless sensor bands or video recognition with “wand” Future: no augmentation required Pattern Recognition Systems that watch and learn Any gatherable quantifiable metric Moving from systems that track to systems that predict
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