workforce in motion: recruiting, retaining and engaging millennials - the new face of the retail...
DESCRIPTION
An entirely new store associate has emerged onto the retail scene. Today’s new associates are both well versed and confident in their ability to put technology – particularly mobile technology – to work to enrich their daily lives. They embrace and integrate new gadgets, devices and applications into their lifestyles unlike any preceding generation. At 80 million strong in the U.S., Millennials are rapidly emerging as the dominant generation in retail’s workforce. This presentation was originally broadcast during a live webinar hosted by Alicia Fiorletta of Retail Touchpoints and features Dave Bruno of JDA and John West of Workforce Insight. During the presentation, Dave and John discuss and dispel many of the stereotypes surrounding Millennials in the retail workforce, they share their insights on how to best meet their demands and expectations, and they share some new research detailing how retailers intend to leverage technology to be more successful recruiting, engaging and retaining the new face of retail.TRANSCRIPT
Workforce in MotionRecruiting, Retaining and Engaging the New Face of the Retail Workforce
#MillennialWFM
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
#MillennialWFM
HOST & MODERATOR
Alicia FiorlettaAssociate Editor
John WestDirector of Retail Consulting
Dave BrunoDirector of Product Marketing
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
1 2 3 4 5 6The New Face
of RetailRecommended
ResponseWFM Status
ReportTechnology’s
Emerging RoleThe Road
AheadClosing and
Q&A
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
The New
RetailFaceof
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
80MAmericans born between
1981 and 2000-comScore
There are an estimated
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
76M 51M 80M
The Largest Generation
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Would You Know a Millennial ifYou Saw One?
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
They’d rather talk to Siri than anyone else on the phone.
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
They know how to write code, but not cursive.
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
They’ve only seen commercials in fast forward mode.
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They think swinginga Wii Remote isphysical exercise.
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--Gen Y in the Workplace, Millennial Branding and Payscale
5XAlready, Millennials are
as likely
as any other generation to hold retail merchandising and sales jobs
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
1/2By 2020of all retail workers will be Millennials
--Gen Y in the Workplace, Millennial Branding and Payscale
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Audience Polling Question #1
What percentage of your workforce would you estimate are Millennials?
A. Less than 25%
B. 25% - 50%
C. Greater than 50%
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Separating Myths from Millennials
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Stereotype:In it for the Short Term
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Millennials are as committed to their work as non-Millennials
--NextGen: A Global Generational Study, PwC
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Stereotype:High Expectations
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
--NextGen: A Global Generational Study, PwC
Millennials do not expect employers to meet all their needs
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Recognition isRequired
Stereotype:
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Desire for coaching stems from Millennials’ call for
meaning,mentorship and meritocracy--No Collar Workers, MTV Research
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Stereotype:A Premium on Balance
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Stereotype:A Premium on Balance
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Millennials are thefirst generation to truly
grow up with technology
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
DISCONNECTRetail’s Big
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
A Typical Nightoff the clock
Plans via Movie via Restaurant via Photos via
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
A Typical Day
Check Schedules via
Request Time Off via
Punch In and Out via
Plan the Workday via
on the clock
1/2of Millennials indicate that managers
do not always understand the way they use technology at work
Almost…
--NextGen: A Global Generational Study, PwC
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Audience Polling Question #2
Would you describe the Millennials in your workforce as good multi-taskers?
A. Yes
B. No
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
How
RetailersRESPONDShould ?
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Mobility
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Self-ServiceScheduling
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ScheduleModeling
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Workforce Management
HealthCHECK
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IndustrySurveys2
220>RESPONSES
November 2012-January 2013
Hardlines | Softlines | Grocery | Hospitality
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
use manual systems, homegrown systems or spreadsheets to manage workforce
scheduling and optimization
44%
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
have automated scheduling systems that manage labor across the entire enterprise16%
Only…
Series1
Store Only
No Automation
DC Only
26%
34%
16%
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Serious Scheduling Shortcomings…
Series1
Limited modeling for seasonality, promotions, new marketing 32%
Unplanned/unbudgetedlabor costs
Inability to jointly schedule traffic-based and task-based labor
Balancing site-level workloads and budgets
31%
29%
26%
of retailers surveyed are either “completely” or “highly” satisfied with their existing workforce scheduling
and optimization capabilities
45%Only…
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Mobile is on the MoveThe Good News?
64%intend to spend more money on
mobile workforce technology than they spent in 2012
18%intend to spend significantly more
and…
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Weighing Mobile’s Impact
4.16 Customer Service
3.73 Task Management
3.56 Endless Aisle Selling
3.16 Self-Service Scheduling
Functions Mobility Can Impact?
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Calculating Mobile’s ROI
Mobile Apps w/Highest ROI Potential?
69%Mobilizing paper processes, improving the timeliness of communications
61%Mobilizing task assignment andexecution, compliance, visibility
55%Providing “endless aisle” capabilitiesto sales associates
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
WFMTechnology
The Emerging Role of
And Millennial Workers
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
1. An Integrated Approach
Time & AttendanceDemand ForecastingScheduling Optimization
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
2. Schedule to Demand Patterns
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3. Incorporate Employee Preferences
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4. Mobilize Task Management
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5. Mobilize Everything
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Audience Polling Question #3
What are your plans for workforce mobility investments in the next 12-18 months
A. Less than previous
B. The same as previous
C. More than previous
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
AHEADThe Road
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Empowered Associates Ahead
58%Will use smartphones to complete tasks
52%Will use tablets for clienteling
36%Will use smartphonesfor fulfillment
Associate Capabilities by Year End?
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
More Mobile Managers
62%Smartphones to complete/assign tasks
46%Smartphones to viewand adjust schedules
44%Smartphones to viewKPIs in real time
Manager Capabilities by Year End?
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WFM Upgrades Pending…
40%plan to implement/upgrade
workforce technology
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The Next24 Months?
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Strategic WFM Consultants & Implementation Experts
• 160 +Consultants focused on Workforce Management• 60+ Retail Clients• Impacting 5M+ Employees in 115,000 Stores
Operational Excellence
Consistent Customer Experience
Significant Return on Investment
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Customers35 Countries250
1.2M Employees100,000 locations
TASK MANAGEMENT
SCHEDULING TIME & ATTENDANCE
LABOR STANDARDS
LABORMANAGEMENT
Industry-leading Retail WFM capabilities
Thank YouQuestions?