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Mapping Omni Channel Workforce Management in Retail


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Most retail organizations have been slow to extend analytics in an effective way into their WFM solutions. This is beginning to change as retailers begin to alter their view of WFM, from a point solution to an enterprise solution that requires end-to-end, omni-channel capabilities

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Mapping Omni Channel Workforce Management in Retail

  1. 1. Mapping Omni-Channel Workforce Management1 © 2012 WIPRO LTD | WWW.WIPRO.COM
  2. 2. The optimal management of the vast number of employees who work in retail extends far beyond mere cost cutting. In May 2012, Wipro sponsored a research study conducted by RIS about key elements of their approach to workforce management, including productivity, execution improvement, and top strategies for 2012.2 © 2012 WIPRO LTD | WWW.WIPRO.COM
  3. 3. 1. Pain pointsWhile 1/3rd of the respondents said that their WFM solution meets their needs today and for the foreseeable future, a sizable block of retailers are currently experiencing some level of pain with their WFM solution due to software constraints.3 © 2012 WIPRO LTD | WWW.WIPRO.COM
  4. 4. 2. How are retailers using analytics-based capabilities to improve store productivity? Clearly we can see that retailers are focusing on the importance of using analytics-based methods to achieve cost cutting, but we can also see that there is a growing recognition that labor strategy needs to be aligned with customer satisfaction.4 © 2012 WIPRO LTD | WWW.WIPRO.COM
  5. 5. 3. Execution processes and best practicesRetailers recognize that just micromanaging daily store tasks will not take them where they want to go in improving performance. Interestingly, nearly two thirds of respondents (64%) say they want to shift their task management processes to focusing on sales and customers.5 © 2012 WIPRO LTD | WWW.WIPRO.COM
  6. 6. 4. Execution processes and current technologiesWFM, a mature retail technology, is evolving as rapidly as other tools in the retail tech stack. One way WFM is playing a bigger role in the retail enterprise is through the addition of multiple data sources to help optimize scheduling.6 © 2012 WIPRO LTD | WWW.WIPRO.COM
  7. 7. 5. Execution processes and future technologies Time and attendance can be used to improve lunch break timing, reduce overtime charges, and increase payroll accuracy. When powered with forecasting algorithms, these tools not only account for associates being physically on premise, but they also help analyze what is and what is not productive work time.7 © 2012 WIPRO LTD | WWW.WIPRO.COM
  8. 8. 6. Impact on customer satisfaction A focus on reducing labor costs is always a corporate imperative, and it tops the list (chosen by 45.2%).8 © 2012 WIPRO LTD | WWW.WIPRO.COM
  9. 9. 7. Metrics for workbenchesIt is interesting to see that customer satisfaction does not rise to the level of being a KPI on the manager’s workbench for most retailers. Today, just 36.7% organizations include it.9 © 2012 WIPRO LTD | WWW.WIPRO.COM
  10. 10. 8. Better labor optimization Interestingly, no clear strategy emerged to achieve better labor optimization. Three steps tied at 46.7%—• Allocate labor budget to store need and operational constraints• Forecast work load for stores based on identified drivers• Align scheduling for customer-centric drivers and back-room activities.10 © 2012 WIPRO LTD | WWW.WIPRO.COM
  11. 11. 9. Where have recent WFM investments been? The clear winner for future investment is the store, where 30% are updating now and another 23.3% will update in 2013.11 © 2012 WIPRO LTD | WWW.WIPRO.COM
  12. 12. Conclusion • The flashpoint between serving customer needs and dealing with pressure to do more with less is always a source of conflict that plays out in workforce management. • Fortunately, advanced WFM solutions have matured to the point where they can effectively balance these competing missions, especially if they are integrated with new data sources and incorporate customer satisfaction concerns. • Most retail organizations have been slow to extend analytics in an effective way into their WFM solutions. This is beginning to change as retailers begin to alter their view of WFM, from a point solution to an enterprise solution that requires end-to- end, omni-channel capabilities.12 © 2012 WIPRO LTD | WWW.WIPRO.COM
  13. 13. For more details please visit the link below : -center/RIS_News_Custom_Research- MAPPING_OMNI-CHANNEL_WFM.pdf13 © 2012 WIPRO LTD | WWW.WIPRO.COM
  14. 14. About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology” – helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner’s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has over 130,000 employees and clients across 54 countries. For more information, please visit www.wipro.com14 © 2012 WIPRO LTD | WWW.WIPRO.COM
  15. 15. Thank You ©Wipro Limited, 2012. All rights reserved. For more information visit No part of this document may be reproduced in whole or in part without the written permission of the authors. Wipro is not liable for any business outcome based on the views presented in this document. For specific implementation clients should take advise from their client engagement manager.15 © 2012 WIPRO LTD | WWW.WIPRO.COM