A recent survey of more than 200 retail executives highlighted significant opportunities for retailers to increase ROI through smarter workforce management (WFM). Almost three quarters (74%) of survey respondents said they do not have highly efficient WFM operations processes in place. Retailers need to focus on scheduling, payroll, labor standards and more in order to improve their ability to deliver better customer service.

1. Improving Profits With
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Panelists
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
MODERATOR
Vince Jackson
Director of Strategic Services
Workforce Insight
Virginia Balcom
COO
Lighthaus
Anthony Fuller
Manager of Staffing &
Scheduling
Century 21 Retail

6. Century 21 Department Stores
Tomorrow,” bringing to life a vision of the future. The owners visited this
fair and the Century 21 Department Store name was born. Starting with
our first location in downtown Manhattan, we have expanded to a total
of eight stores across the New York/New Jersey area. We then brought
the Century 21 experience online in the spring of 2011 with the launch of
c21stores.com.
Century 21 Department Store is a legendary New York City retailer where
you can find top designer merchandise at incredibly low prices. For over
50 years, Century 21 has made high fashion affordable and attainable
every day.
6
Our store name came to us from the World’s
Fair, which was also named the Century 21
Exhibition. This fair showcased a large exhibit
called “Century 21 – The World of

7. 200 Retailers Shared Their Insights
7
Retail success pivots on delivering
stellar and consistent customer
service in every store, every day —
but only 2% of retailers are able to
do so.
• Just 65% said scheduling methods
directly impact revenue growth
• 88% need to improve payroll
allocation
• 54% don’t measure staff
acceptance of new WFM
processes.

8. The 7 Ways To Improve Bottom-Line Performance
1. Deliver More Proficient Scheduling Practices
2. Maximize Payroll Efficiency
3. Improve The Efficiency Of WFM Operational Processes
4. Evaluate And Improve Labor Standards Compliance;
5. Optimize Time & Attendance
6. Reward And Retrain Employees For Higher WFM ROI
7. Emphasize Forecasting
8

9. 6 WFM Priorities
9
Prioritize the importance of each activity to your business.

10. 1. Deliver More Proficient Scheduling Practices
10
Rate the effectiveness and maturity of your Labor
Scheduling, where 1 is the least effective and mature,
and 10 is the most effective and mature.

11. Poll Question 1
Do you currently use traffic data to help determine employee scheduling?
• Yes
• No
• No, but plan to incorporate in the near future
11

12. 2. Maximize Payroll Efficiency
12
Rate the effectiveness and maturity of your Payroll
Budgeting process, where 1 is least effective and mature,
and 10 is the most effective and mature.

13. Payroll: Top Down vs. Bottom Up
13
We have quantified our
customer experience and
have verified that we are
allocating enough payroll to
execute it.
Our budgeting process is
built from the bottom up
and takes all tasks and the
customer experience into
consideration.

14. 3. Improve The Efficiency Of WFM Operational Processes
14
Rate the effectiveness of your change management
strategies related to how you roll out new business
processes or new technologies, where 1 is the least
effective and 10 is the most effective.

15. 4. Evaluate And Improve Labor Standards Compliance
15
My organization has no issues
with compliance to our
scheduling policies.
Our task work is balanced and
funded to ensure all tasks can
be executed and still maintain a
consistent customer experience.

16. Poll Question 2
Do you currently have effective Labor Standards in place?
• Yes
• No
• No, but working on it
16

17. Labor Standards Maturity
17
Rate the effectiveness and maturity of your Labor
Standards, where 1 is the least effective and mature,
and 10 is the most effective and mature.

18. 5. Optimize Time & Attendance
18
Rate the effectiveness and maturity of your Time and
Attendance processes, where 1 is the least effective
and mature, and 10 is the most effective and mature.

19. 6. Reward And Retrain Employees For Higher WFM ROI
19
Our people are our competitive advantage in the
market and key to increasing our market share.

20. Poll Question 3
Do you spend an adequate amount of time training employees?
• Yes
• No
• No, but we are working on improvements
20

21. 7. Emphasize Forecasting
21
Rate the effectiveness and maturity of your Forecasting
process, where 1 is the least effective and mature, and
10 is the most effective and mature.

22. Conclusion: Evaluate Systems & Embrace Change
When existing WFM procedures can’t support that
defined customer experience, it’s time to take action!
Retailers must:
1. Evaluate inadequate labor models that sacrifice
lucrative opportunities.
2. Embrace new WFM technologies that allow more
customer-facing time to be spent in aisles at the point
of decision, to better impact profits.
22

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Q&A // Submit Your Questions

24. #WFM
Q&A // Panelists
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
MODERATOR
Vince Jackson
Director of Strategic Services
Workforce Insight
Virginia Balcom
COO
Lighthaus
Anthony Fuller
Manager of Staffing &
Scheduling
Century 21 Retail

25. #WFM
Thank You!
QUESTIONS?
• Debbie Hauss: debbie@retailtouchpoints.com
• Anthony Fuller: afuller@c21stores.com
• Virginia Balcom: virginiabalcom@lighthausvci.com
• Vince Jackson: vince.jackson@workforceinsight.com
Download the complete report:
7 Ways to Improve Profits
With Better WFM Strategies
http://rtou.ch/wfmstrategies