Boosting Revenue With Smarter WFM

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ConsumerConnected

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Boosting Revenue with �Smarter WFM�

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ConsumerConnected #CCS14

Welcome Webinar Attendees

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Panelists MODERATOR

Gary Myers Vice President, North American

Sales Workplace Systems

Michael Chester Vice President of Store

Operations World Kitchen

Michael Garry Retail TouchPoints

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Michael Chester VP of Store Operations World Kitchen, LLC

Gary Myers VP of North American Sales Workplace Systems

Boosting Revenue with Smarter Workforce Management

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How Smarter WFM Can Boost Revenue Gary Myers, VP of North American Sales Workplace Systems

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Smart Schedules that Drive Revenue We specialize in helping consumer-facing businesses to increase sales. Our clients create schedules that improve customer service by deploying the right people with the right knowledge and selling skills at the right time. This increases customer satisfaction and maximizes revenues.

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Priorities are changing

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It’s about driving revenue!

Credit: freedigitalphotos.net/KROMKRATHOG

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Consumer behavior has changed

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Customer experience is paramount

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“If I could only choose one I would choose to have engaged,

enthusiastic staff because that is what drives customer service and

that drives sales.”

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Smart Schedules that Drive Revenue

Creating an organization culture that devolves power appropriately

Executives Regional Managers

Location Managers

Staff Members

Increase sales and loyalty

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Location Managers

Staff Members


Gain insight on the kinds of schedules that deliver the desired revenue outcomes

Visibility

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Increased Performance Visibility

•  A consistent view of performance across the organization

•  KPI’s and ratings selected by the business

•  Dashboards for anytime, anywhere updates on results

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Location Managers

Staff Members



Give managers the ability to shape schedules to local conditions and recent performance

Visibility Empowerment

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Better Decisions

•  Coaches managers to create better schedules and win the week

•  Different methods of scheduling to match the organizational culture

•  Leverage technology to optimize schedules

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Location Managers

Staff Members




Drive employee satisfaction levels in order to improve customer experience and loyalty

Visibility Empowerment Engagement

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Engaged Employees

•  Access schedules remotely •  Request time off online •  Shift offering and swapping •  Let employees see who they’re working

with

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Location Managers

Staff Members


Improved customer experience



Drive employee satisfaction levels in order to improve customer experience and loyalty

Visibility Empowerment Engagement

Smarter WFM in Action

Mike Chester VP, Store Operations World Kitchen, LLC

Who is World Kitchen? From bakeware, dinnerware, kitchen and household tools to range-top cookware, storage and cutlery, World Kitchen, LLC., and its affiliates manufacture and market brands known and trusted around the world.

Who is World Kitchen?

§ Global team of 3,000 employees

§ Major manufacturing, product development and distribution operations in the US and the APAC regions, and retail channels around the world

§ North America Retail Stores §  ~90 Stores in the US and Canada §  More than 700 associates §  Primarily focused in outlet centers §  Average store is 4200 sq. ft. §  Sell our brands and fill in the kitchen assortment with other vendors

products

The Evolution of WFM at World Kitchen

2010: Handwritten Schedules §  Based on payroll matrix



2011: Excel Spreadsheet §  Based on payroll as a % to net

sales



2011: Excel Spreadsheet §  Based on payroll as a % to net

sales

2012: Workplace Systems WFM §  Based on payroll as a % to net

sales

Fact vs Feeling By integrating the data that stores already collect, staffing and scheduling decisions can be based on fact vs. feeling

World Kitchen Success Increased Performance Visibility

§  Intuitive dashboard offers access to data at company, country, regional and store levels

§ Understand schedule adherence (scheduled vs actual) Results

§ Forward looking view of schedules, payroll, overtime, etc § Quickly identify and react to potential situations § Easy to coach managers to improve service levels

World Kitchen Success Better Decisions

§ Translate labor demand into real number of employees based on availability of current staff

§ Exception reporting surfaces future issues before they escalate (ie: overtime, scheduling adjustments)

§ Easier for managers to see effectiveness of schedules in real time

Results

§ Ability to forecast future needs based on sales and traffic data § More accurate seasonal hiring resulting in improved service

levels § 3% uplift in conversion rates, continuing to see YOY growth § Managers building better schedules

World Kitchen Success Employee Engagement and Satisfaction

§ Access schedules remotely § Request time off from mobile app § Bid on available shifts

Results

§ More engaged employees driving customer loyalty § 8% increase in employee satisfaction § More ownership of schedule resulting in fewer call offs

Lessons Learned

To be successful, your WFM solution: § MUST be able to integrate data and utilize existing solutions § Needs to have an easy to use interface that doesn’t

intimidate managers §  Integrate mobile technology § Be able to support your leadership team with insight on how

the workforce is performing § Should benefit corporate, managers AND employees

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Contact us with questions or to set up a demo

Getting Started

Check out our new guide: 3 Simple Steps to Schedules that Drive Revenue

Learn more about a Schedule Quality Health Check and see how your organization is scheduling today www.workplacesystems.com/SQHC

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Michael Chester VP of Store Operations World Kitchen, LLC [email protected]

Gary Myers VP of North American Sales Workplace Systems [email protected]

Questions?

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Q & A // Panelists MODERATOR

Gary Myers Vice President, North American

Sales Workplace Systems

Michael Chester Vice President of Store

Operations World Kitchen

Michael Garry Retail TouchPoints

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Thanks for attending! �Don’t miss Tomorrow’s sessions:

APRIL Inves-ng For Success In Omnichannel Retailing 12PM ET / 9AM PT

Endless Aisle: Virtual Merchandising In An Omnichannel Marketplace 2PM ET / 11AM PT

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Boosting Revenue With Smarter WFM

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Transcript of Boosting Revenue With Smarter WFM