boosting revenue with smarter wfm
Post on 21-Oct-2014
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TRANSCRIPT
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ConsumerConnected
Session sponsored by
#CCS14
Boosting Revenue with �Smarter WFM�
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ConsumerConnected #CCS14
Welcome Webinar Attendees
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#CCS14
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About Retail TouchPoints
ü Launched in 2007
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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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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives Regional Managers
Location Managers
Staff Members
Increase sales and loyalty
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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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives Regional Managers
Location Managers
Staff Members
Increase sales and loyalty
Gain insight on the kinds of schedules that deliver the desired revenue outcomes
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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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives Regional Managers
Location Managers
Staff Members
Increase sales and loyalty
Gain insight on the kinds of schedules that deliver the desired revenue outcomes
Give managers the ability to shape schedules to local conditions and recent performance
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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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives Regional Managers
Location Managers
Staff Members
Increase sales and loyalty
Improved customer experience
Gain insight on the kinds of schedules that deliver the desired revenue outcomes
Give managers the ability to shape schedules to local conditions and recent performance
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
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
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
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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ConsumerConnected #CCS14
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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ConsumerConnected #CCS14
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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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