Trends in Workforce Management

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What is Workforce Management

• Part of the Greater Human Capital Management

(HCM) Model

• Human Resources – Hiring/firing, skills management,

compliance to regulations and standards

• Workforce Management – Regular vs. overtime hours,

vacation and sick time, scheduling, costing or billing

• Payroll – EI/CPP/etc. deductions, salary

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Workforce Management (WFM) encompasses all

the activities, processes, and tools needed to

manage a workforce. A comprehensive WFM

system  includes planning, forecasting, scheduling,

and tracking workers to optimize the balance of

customer, employee, labour laws and

organizational needs.

WFM Defined

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Who Utilizes WFM?

• Buyers – originally HR, Payroll, IT

• Now Finance and Operations are adopting WFM for strategic, productivity

applications

• Influencers – Finance (Controller) & Operations Management

• Users – originally hour shift workers, now being utilized by:

• “non-traditional”, contingent workforce (contract, agency, temporary)

• Salaried, “professional” workforce (billing, cross-charging, security)

• MSS and ESS

• Offside workers – virtual, mobile, 24x7 “connected” workforce

• Now moving towards the entire workforce

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Vendor Trends

• Expanding and Contracting

• Expanding application breadth through organic development

and acquisition, with increasing vertical industry focus

• Consolidation will continue to occur in the vendor/provider

market

• Kronos acquires healthcare WFM provider API Healthcare

Corporation (2/07/11)

• RedPrairie acquires all-commerce solutions provider Escalate

Retail (2/02/11)

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Vendor Trends

• ERP vs. Best-of-Breed

• ERP’s are catching up, but only for the more basic WFM applications

• Workforce Management vendors are likewise expanding the depth,

breadth, and sophistication of their WFM application suite

• Platform and Data Collection Devises

• SaaS increasing in availability and use

• Projected 50% increase in subscriptions (CedarCrestone 2010-2011

Survey from IHR Trends in WFM Slides)

• Mobile apps becoming more sophisticated

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Application Trends

• Mobility

• Optimized Scheduling

• Absence Management

• Used for entire workforce – hourly AND salaried

• Attendance

• Accruals

• Scheduled and Unscheduled Incidental Absences

• Leaves of Absence (i.e., FMLA, WC, STD, etc.)

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Application Trends

• Workforce Analytics

• Operational Performance Analytics

• Performance, productivity, quality, overall equipment and labor

effectiveness, cost/margin analysis, etc.

• Fitness for Duty (esp., transportation, services, healthcare)

• Physical (Fatigue Management, Drug Screening, etc.)

• Competency (Certifications and Licenses)

• Compliance

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• Scheduling Optimization

• Recent discipline

• Moving from team based to individual based

• Optimization algorithms are very basic

• Human store managers are intuitive

• Business Intelligence

• Key Performance Indicators

• Benchmarking

Future of WFMShort Term

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• Mobile sector is growing 8x faster than traditional PCs did at the

same stage in their evolution

• Your future workers & possibly current customers

• Ensure your WFM strategy includes mobile integration

• Captive vs. User Owned Devices

Future of WFMShort Term – Mobile

• Captive device

• Supplied by employer

• Ultimate control over the device

• Security

• No multi-platform development

required

• User Owned Device

• Associate (employee) manages

• Process required for enrollment of

device

• Remote wipe

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• Many organizations are not ready for forecasting and optimization• Not enough data in the proper format (a year of history is essential)• Socioeconomic makeup

• Dilemma• Market• What is the impact of the legal/socio/economic environment

• What are the cause and effect relationships on your demand

• Continuous learning

• Much ROI still on the table

• Schedule optimization is the most computational intense function

in WFM

Future of WFMShort Term – Forecasting & Optimization

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• Building/Fitting

• Currently evolving from coding to configuring

• Think of it as “Code as Data”

• Code backdoors

• Change control is still essential

• Next evolution: system training

• Artificial intelligence

Future of WFMLong Term

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• Data Gathering

• Automation of data gathering – technically we are ready

• Economically justifiable

• Primary barrier to adoption is sociological

• Current technologies employ wireless sensor bands or video

recognition with “wand”

• Future: no augmentation required

• Pattern Recognition

• Systems that watch and learn

• Any gatherable quantifiable metric

• Moving from systems that track to systems that predict

Future of WFMLong Term

Visit www.synerionwfm.com for more information

on Time & Attendance and Workforce Management

solutions! Thank You!