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System integration challanges in Workforce Management


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Integrating Work Force Management with complementary systems – Unleashing the collective potential
Enhancing the performance of field staff, reducing customer fulfillment costs and multiplying efficiencies by creating a system that can handle the complex workflows of workforce management using real-time data while simultaneously being user-friendly and easy to use
The Carriers, in their pristine Triple and Quad play avatars, have found innovative opportunities to boost the revenues. 3G has already initiated multiple applications across education, health, finance, enterprises, gaming, entertainment etc. There is a proliferation of devices and customer premises equipment (CPE) as M2M gains ground. And as we move to 4G, the data pipes will become huge and the present-day value added services will become the core services.
The challenges for the service providers are and will continue to multiply with every new offering, services and user applications; sometimes exponentially. Spoilt for choices, the customers are placing more and more emphasis on providing high quality uninterrupted service sometimes across multiple screens and locations.
As operating budgets shrink, carriers are relying on operational efficiencies to boost the bottom lines. Workforce management (WFM) is one system of carriers’ ecosystem that is capable of meeting the dual objective of bringing operational efficiencies by optimizing workforce and improving customer satisfaction by reducing fault detection and service delivery time.

The Opportunity: Workforce Management
In the present times of increasing labor costs and high employee churn, it is critical to optimize performance and ensure high productivity from the workforce. More completed jobs per day/ per staff, fewer repeated jobs, fewer accidents lead not only to improved customer satisfaction but also to reduction in operational costs.
WFM has a tremendous impact on business productivity. That being said, a single application; no matter how sophisticated; rarely provides for the necessary automation or optimization; which can only be achieved by integrating WFM to multiple complementary applications to share or aggregate needed inputs of data and triggers.

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System integration challanges in Workforce Management

  1. 1. Integrating Work Force Management (WFM) with complementary systems Unleashing the collective potentialApril 2012
  2. 2. “Enhancing theperformance of fieldstaff, reducingcustomer fulfillmentcosts …...”…..and multiplying efficiencies bycreating a system that can handle thecomplex workflows of workforcemanagement using real-time datawhile simultaneously being user-friendly and easy to use
  3. 3. “The Carriers, havefound opportunities inmultiple applicationsacross education,health, finance,enterprises, gaming,entertainment to boostthe revenues.”“…. There is a proliferation of devices andcustomer premises equipment (CPE). Andas we move to triple and quad play, thedata pipes will become huge and thepresent-day value added services willbecome the core services.”
  4. 4. “The challenges for theservice providers areand will continue tomultiply with every newoffering, services anduser applications;sometimesexponentially. ……..”........ Spoilt for choices, the customers areplacing more and more emphasis onproviding high quality uninterrupted servicesometimes across multiple screens andlocations.
  5. 5. “As operating budgetsshrink, carriers arerelying on operationalefficiencies to boostthe bottom lines.……..”........ WFM is one system of carriers’ecosystem that is capable of meetingthe dual objective of bringingoperational efficiencies by optimizingworkforce and improving customersatisfaction by reducing fault detectionand service delivery time.
  6. 6. Today, most of the system; that form a partof the critical workflows of field staff; workin isolation with other systems Integration for Delivering business value Business Benefits •Completing the automation loop and filling •A reduction in the response-time by the lacunas. approximately 25% •Unleashes the untapped potential of •Repeat service drop by 38% applications to meet the dynamic planning E.g, allowing for timely feedback or quicker needs of demand-oriented multi-skilled rescheduling for repeat jobs; the decision environments makers can take better decisions on field force; effectively. Proprietary & Confidential. ©Aricent Group 2011 6
  7. 7. Integration of WFM with key applicationsprovides for the much needed cohesivness.
  8. 8. System integrationbrings the much WFM System integration strategy starts with defining the keydesired evolution of objectives, existing systems, workflows and workload and leadsthe application and to a system that will cater to the specific and emerging needs of the business.processes • It however comes with its own set of challenges that can turn into important obstacle if not planned for in advance. • System integration requires careful planning and a deep understanding of organizational priorities. • It will be long iterative process where feedback from multiple sessions like scope, feasibility and budget will be continuously incorporated. 8
  9. 9. System integration requires careful planning, deepunderstanding of organizational priorities andmanaging the challenges
  10. 10. It is important todefine the scope. Multiple business units are always vying for the same IT budget • Invest time to build an understanding of user requirements, challenges, immediate priorities and long term goals. • It is important to understand what needs to be done and minimize the clamor. • The most pragmatic approach under these circumstances is to plan for with system integration in phases and addressing various sets of challenges as you go.
  11. 11. Conduct a thorough System integration uses not onlytechnical feasibility WFM components but also a large number of existing components designed under different set of requirements, objectives, assumptions, fault tolerance, reliability and security protocols. • A good design can help you get through the challenges of system incompatibilities - inadequate APIs, non-coherent data structures, partial interoperability-where it is almost impossible to trigger a command into one system from another; different reliability and uptimes, anarchy issues where subsystems have different methods of authorization authentication and user rights management. • It helps to include the existing vendors at the feasibility and planning stage itself. .
  12. 12. Design forrobustness The key design challenges will be to avoid introducing the system instabilities when faults and failures in one component cascade along, leading to system wide failures. • Thus SI design must be capable of isolating and shunting out the problem system from other as needed.
  13. 13. Budget is the mostcommon pitfall. It is necessary to budget not just for SI but also for ongoing maintenance and testing for new links that can make the structure more complex.
  14. 14. Good governanceis a critical enabler ….and fundamental component of any SI initiatives. • To overcome this challenge, emphasis should be laid on collaborative decision-making given the evolving user needs and typically large number and diversity of stakeholders and applications with multi- dimensional linkages.
  15. 15. Thank You Please feel free to contact me by leaving message for me on slide share… 15