THE BENEFITS OFCENTERBRIDGE IN THELONG-TERMBy: Wyndham Hotel Group, Duke Witte,Hyatt Hotels & Resorts, Steve Gordon, andLi...
Introduction            Duke Witte, Director of Resource Planning &             Management at Wyndham Hotel Group        ...
Pilot            Began with a “pilot” of a single hotel brand            Proved technology worked                  – Eas...
Over the Years               Integrated other groups into CenterBridge               Consolidated multiple brands into s...
Current Focus            Do More or the same with fewer resources                  – AHT shrinking, service objective mov...
Future Expectations            Similar exercises                  – Cut Cost, increase efficiency,               Non Voi...
Impact to Business            Reduced flaws due to Erlang, Schedule Inflexibility,             etc…            Removed “...
Introduction- About Hyatt Corporation       We are a global hospitality company with widely recognized,        industry l...
About the Presenter      •Born, raised and residing in Omaha, Nebraska      •Employed by Hyatt Corp. for the last twelve y...
Advantages of Long-term Use            Single Source of Reliable Data On…             •      Shrinkage Information       ...
Personal Market Customer Response Center          The Long Haul…with a Short Attention Span           The horse is dead…S...
For better or worse…Paw’dner with your stakeholders           Setting expectations on service level           Balanced s...
So…What is in the Black Box?           Supply vs. demand throughout the year           Local Sales Office Support       ...
So…What is in the Black Box?           Supply vs. demand throughout the year           Local Sales Office Support       ...
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The Benefits of CenterBridge in the Long-Term

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On this panel Steve Gordon, Duke Witte, and Patrick Flynn will discuss the long term benefits of being a CenterBridge user and the inherent advantages of having multiple years of historical reference in CenterBridge to draw from when planning.

By: Hyatt Hotels & Resorts, Steve Gordon , Wyndham Hotel Group, Duke Witte, and Liberty Mutual Insurance, Patrick Flynn:

Published in: Technology, Business
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The Benefits of CenterBridge in the Long-Term

  1. 1. THE BENEFITS OFCENTERBRIDGE IN THELONG-TERMBy: Wyndham Hotel Group, Duke Witte,Hyatt Hotels & Resorts, Steve Gordon, andLiberty Mutual Insurance, Patrick Flynn © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 1
  2. 2. Introduction  Duke Witte, Director of Resource Planning & Management at Wyndham Hotel Group  CenterBridge user since 2002 Presented by Duke Witte CCOM, CWPPDirector, Resource Planning & Management © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 2
  3. 3. Pilot  Began with a “pilot” of a single hotel brand  Proved technology worked – Easier – Quicker – More accurate  Rolled out to other call groups-2003 Presented by Duke Witte CCOM, CWPPDirector, Resource Planning & Management © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 3
  4. 4. Over the Years  Integrated other groups into CenterBridge  Consolidated multiple brands into single environment  Modeled several technology investments  Modeled “optimal service”  Executive buy in  Saved millions over the years Presented by Duke Witte CCOM, CWPPDirector, Resource Planning & Management © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 4
  5. 5. Current Focus  Do More or the same with fewer resources – AHT shrinking, service objective movement, outsource strategy, etc… – Freeing up $ for IT or Marketing  Looking to model more groups into CB – Control labor and Service Delivery Presented by Duke Witte CCOM, CWPPDirector, Resource Planning & Management © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 5
  6. 6. Future Expectations  Similar exercises – Cut Cost, increase efficiency,  Non Voice Groups  Universal Agent Concepts  Corporate Groups  More Rigor Presented by Duke Witte CCOM, CWPPDirector, Resource Planning & Management © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 6
  7. 7. Impact to Business  Reduced flaws due to Erlang, Schedule Inflexibility, etc…  Removed “place holder/sandbagging”  Created 1 set of numbers vs. multiple  Buy in to output with consistent accuracy – If you do this, it will cost you this, save you that, etc..  Exposure to other groups  Reduced staffing in RPM Presented by Duke Witte CCOM, CWPPDirector, Resource Planning & Management © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 7
  8. 8. Introduction- About Hyatt Corporation  We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.  We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of November 31, 2011, our worldwide lodging portfolio consisted of approximately 415 branded properties.  In 2011, our two domestic call centers handled 8.4 million calls totaling over 30 million minutes. Presented byStephen Gordon, CWPPManager of Resource Intelligence © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 8
  9. 9. About the Presenter •Born, raised and residing in Omaha, Nebraska •Employed by Hyatt Corp. for the last twelve years •Involved in Workforce Management for the last ten years •CenterBridge user since 2006 •TotalView user since 2010 eWFM from 2002-2010 •Certified Workforce Planning Professional by the SWPP since 2008 •SWPP Board Member since August 2011 Presented byStephen Gordon, CWPPManager of Resource Intelligence © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 9
  10. 10. Advantages of Long-term Use  Single Source of Reliable Data On… • Shrinkage Information • Call Volume Information • Hiring/Attrition • Staff Levels • Financials  Data by type weekly and monthly • Six Years of Data which allows  Trending of Seasonality Over Time  Benchmarking  Sanity Checking  High Level Summation Presented byStephen Gordon, CWPPManager of Resource Intelligence © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 10
  11. 11. Personal Market Customer Response Center The Long Haul…with a Short Attention Span  The horse is dead…Stop beating it! Trust your setup! • Test the calculation… • Have faith in the math and calculations • Refinement of inputs – holiday shrink Presented by Patrick FlynnForecasting & Capacity Planning Manager © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 11
  12. 12. For better or worse…Paw’dner with your stakeholders  Setting expectations on service level  Balanced service level approach  Setting Shrinkage Budget Presented by Patrick FlynnForecasting & Capacity Planning Manager © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 12
  13. 13. So…What is in the Black Box?  Supply vs. demand throughout the year  Local Sales Office Support • Evenings • Weekends  1 Shift Bid versus 3 shift bids Presented by Patrick FlynnForecasting & Capacity Planning Manager © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 13
  14. 14. So…What is in the Black Box?  Supply vs. demand throughout the year  Local Sales Office Support • Evenings • Weekends  1 Shift Bid versus 3 shift bids Presented by Patrick FlynnForecasting & Capacity Planning Manager © 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 14
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