Mapping Omni Channel Workforce Management in Retail

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© 2012 WIPRO LTD | WWW.WIPRO.COM 1 Mapping Omni-Channel Workforce Management

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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

Transcript of Mapping Omni Channel Workforce Management in Retail

Page 1: Mapping Omni Channel Workforce Management in Retail

© 2012 WIPRO LTD | WWW.WIPRO.COM 1

Mapping Omni-Channel

Workforce Management

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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.

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While 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.

1. Pain points

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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.

2. How are retailers using analytics-based capabilities to improve store

productivity?

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Retailers 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.

3. Execution processes and best practices

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WFM, 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.

4. Execution processes and current technologies

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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.

5. Execution processes and future technologies

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A focus on reducing labor costs is always a corporate imperative, and it

tops the list (chosen by 45.2%).

6. Impact on customer satisfaction

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It 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.

7. Metrics for workbenches

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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.

8. Better labor optimization

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The clear winner for future investment is the store, where 30% are

updating now and another 23.3% will update in 2013.

9. Where have recent WFM investments been?

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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.

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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.com

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Thank You ©Wipro Limited, 2012. All rights reserved.

For more information visit www.wipro.com

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.