Workforce Management Implementation Dos and Don’ts Kirwyn Adderley 4/4/16

WFM Project Organization Project Plan Create a project plan and meet with your business partners to agree on deadlines and stakeholders. Set realistic expectations. WFM Project Organization Software Integration Training Scheduling New Hire Education Forecasting Capacity Planning Change Mgmt. Communication Stakeholders WFM HR Ops IT Training Quality Near Term (Jul 11 –Mar 12) 30 days Data collection Assess areas of improvement Current operation will remain “as is” Training of WFM fundamentals 60 days Implementation of WFM software Schedule creation Resource tracking and post-day analysis Baseline forecast 90 days Long and short range planning Capacity plan Real-time service level management Business continuity plan development June 2011

Data Collection Checklist Type of work and services offered Workflow and staffing groups New hire onboarding and training timeline Peak season preparation ORGANIZATION Long Range – Budget Planning Short Range – Call drivers and inputs Creation and adjustment of contact/AHT forecast Capacity Planning FORECASTING Scheduling options, parameters, and skilling Schedule creation and shift bid processes PTO / Time Off and schedule changes Cross-trained resources SCHEDULING Service level agreements and performance guarantees Service level escalation plan Attendance and schedule adherence monitoring Real-time reporting and communication SERVICE LEVEL MANAGEMENT

Take a Phased Approach Evaluation Implementation Assessment Analysis Confirm new processes meet business requirements Ensure customer satisfaction and team member morale are not negatively affected Make modifications as needed and evaluate next steps Evaluation Begin educating and introducing WFM practices Maintain change management process Perform stakeholder analysis and keep feedback loop open Implementation Assess and determine optimal course Document and present recommendation to business partners Obtain agreements from all stakeholders Assessment Complete data collection Analyze business performance Find broken processes and communication gaps Analysis

Current Progress and Next Steps Meet regularly to discuss project status and progress. Workforce Management Capability Estimated Date of Completion Completion Kickoff Meeting 1/15/2015 √ 100% Complete Data Collection 2/1/2015 WFM Software Integration 3/1/2015 Schedule Creation 3/30/2015 50% Complete Shrinkage Management Same-Day Service Level Management Forecasting Integration 4/30/2015 20% Complete Business Continuity Plan 5/15/2015 June 2011

Dos and Don’ts! Do Don’t Communicate Educate Partner …don’t tell Create a project plan Focus on eliminating work Follow steps in order (Some exceptions to this rule) Keep feedback loop open Assume – Get agreements Change processes that work Try to fit the business in a box (Every organization is different) Implement before making an assessment Forget to evaluate changes and modify as needed

Questions