Workforce management

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Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

Contents

Workforce management provides a common set of performance-based tools and software to support corporate management, front-line supervisors, store managers and workers across manufacturing, distribution, transportation, and retail operations. It is sometimes referred to as HRM systems, Workforce asset management, or part of ERP systems.

Definition

As workforce management has developed from a traditional approach of staff scheduling to improve time management, it has become more integrated and demand-oriented to optimize the scheduling of staff. Besides the two core aspects of demand-orientation and optimization, workforce management may also incorporate:

The starting point is a clear definition of the work required through engineered standards and optimal methods for performing each task as efficiently and safely as possible. Based on this foundation and demand-based forecasts, workers are scheduled, tasks are assigned, performance is measured, feedback is provided and incentives are computed and paid. In addition, online training is provided along with supervisor-based coaching to bring all workers up to required levels of proficiency. Workforce management is a complete approach designed to make workforce as productive as possible, reduce labor costs, and improve customer service. [1]

Field service management

Workforce management also uses the process of field service management in order to have oversight of company's resources not used on company property. Examples include:

Market growth

In the 1980s and 1990s, entrepreneurs focused on topics such as supply chain management, production planning systems or enterprise resource planning. As cost pressures have increased, managers have turned their attention to human resources issues. In all personnel-intensive industries, workforce management has become an important strategic element in corporate management. The process has experienced growth in all sectors, including healthcare. The rise of the gig economy has also gone hand in hand with the rise of workforce management preactices. [4] [5]

Mobile workforce management

As our society continues to adopt new technologies such as smartphones and enterprise mobility tools, more companies are allowing employees to become mobile. Mobile workforce management refers to activities used to schedule the employees working outside the company premises. It helps distribute workforce efficiently across various departments in an institution. [6] The need for social distancing imposed by the COVID-19 pandemic has brought about major changes in both employer's and employee's vision of remote work, which will likely have a long-lasting impact on workforce organization and management in the coming years. [7] [8] [9]

Software

Workforce management solutions[ buzzword ] can be deployed enterprise-wide and through mobile platforms. While special software is commonly used in numerous areas such as ERP (enterprise resource planning), SLM (service lifecycle management), CRM (customer relationship management) and HR (human resources) management, the management of the workforce is often still handled using spreadsheet programs or time recording. This often results in expensive overtime, non-productive idle times, high fluctuation rates, poor customer service and opportunity costs being incurred. By using a software solution[ buzzword ] for demand-oriented workforce management, planners can optimize staffing by creating schedules that at all times conform to the forecasted requirements. [10] At the same time, a workforce management solution[ buzzword ] helps users to observe all relevant legislations, local agreements and the contracts of individual employees – including work-life balance guidelines. [11]

A key aspect of workforce management is scheduling. This is achieved by establishing likely demand by analyzing historical data (such as the number and duration of customer contacts, sales figures, check-out transactions or orders to be handled). Many workforce management systems also offer manual adjustment capabilities. The calculated forecast values are then converted into actual staffing requirements by means of an algorithm that is adjusted to the particular use case. The algorithm itself is based on the work of Erlang though most modern adaptations of workforce management have shifted towards a richer state management, and optimizations to the original idea.

Current and future staffing requirements, short-term peak loads, availabilities, holidays, budget allowances, skills, labour law-related restrictions, as well as wage and contractual terms have to be integrated into the planning process to guarantee optimal staff deployment. In the workforce management process, the integration of employees is an important factor. In several workforce management systems, employees can log in their availability or planned absences and they can bid for specific shifts so long as they have the necessary skills for the activities planned for these shifts. [12]

Delivery

The three methods of delivery for contact center technologies are on-premises solution[ buzzword ], hosted or cloud-based computing. [13]

See also

Notes

Related Research Articles

In telecommunication, provisioning involves the process of preparing and equipping a network to allow it to provide new services to its users. In National Security/Emergency Preparedness telecommunications services, "provisioning" equates to "initiation" and includes altering the state of an existing priority service or capability.

Field service management (FSM) refers to the management of a company's resources employed at or en route to the property of clients, rather than on company property. Examples include locating vehicles, managing worker activity, scheduling and dispatching work, ensuring driver safety, and integrating the management of such activities with inventory, billing, accounting and other back-office systems. FSM most commonly refers to companies who need to manage installation, service, or repairs of systems or equipment. It can also refer to software and cloud-based platforms that aid in field service management.

Time-tracking software includes programs and applications that allows its users to record time spent on tasks or projects. Multiple industries utilize this type of software, including those that employ freelancers and hourly workers. These include lawyers, freelancers and accountants.

Appointment scheduling software or meeting scheduling tools allows businesses and professionals to manage appointments and bookings. This type of software is also known as appointment booking software and online booking software.

Employee scheduling software automates the process of creating and maintaining a schedule. Automating the scheduling of employees increases productivity and allows organizations with hourly workforces to re-allocate resources to non-scheduling activities. Such software will usually track vacation time, sick time, compensation time, and alert when there are conflicts. As scheduling data is accumulated over time, it may be extracted for payroll or to analyze past activity. Although employee scheduling software may or may not make optimization decisions, it does manage and coordinate the tasks. Today's employee scheduling software often includes mobile applications. Mobile scheduling further increased scheduling productivity and eliminated inefficient scheduling steps. It may also include functionality including applicant tracking and on-boarding, time and attendance, and automatic limits on overtime. Such functionality can help organizations with issues like employee retention, compliance with labor laws, and other workforce management challenges.

<span class="mw-page-title-main">On-premises software</span> Direct information article

On-premises software is installed and runs on computers on the premises of the person or organization using the software, rather than at a remote facility such as a server farm or cloud. On-premises software is sometimes referred to as "shrinkwrap" software, and off-premises software is commonly called "software as a service" ("SaaS") or "cloud computing".

Mobile device management (MDM) is the administration of mobile devices, such as smartphones, tablet computers, and laptops. MDM is usually implemented with the use of a third-party product that has management features for particular vendors of mobile devices. Though closely related to Enterprise Mobility Management and Unified Endpoint Management, MDM differs slightly from both: unlike MDM, EMM includes mobile information management, BYOD, mobile application management and mobile content management, whereas UEM provides device management for endpoints like desktops, printers, IoT devices, and wearables as well.

<span class="mw-page-title-main">Cloud computing</span> Form of shared Internet-based computing

Cloud computing is the on-demand availability of computer system resources, especially data storage and computing power, without direct active management by the user. Large clouds often have functions distributed over multiple locations, each of which is a data center. Cloud computing relies on sharing of resources to achieve coherence and typically uses a pay-as-you-go model, which can help in reducing capital expenses but may also lead to unexpected operating expenses for users.

<span class="mw-page-title-main">TOA Technologies</span>

TOA Technologies is an American software as a service company that develops, markets, and sells ETAdirect, a web-based applications solution for companies with small, medium, and large mobile workforces across the world.

Workforce modeling is the process by which the need for skilled workers at a particular point in time (demand) is matched directly with the availability and preference of skilled workers (supply). The resulting mathematical models may be used to perform sensitivity analysis and generate data output in the form of reports and schedules.

Service chain optimization is the application of processes and tools that embrace all functions for improving the efficiency, productivity and, eventually, the profitability of service organizations. In this regard, profitability of a service organization is measured by the revenue generated from service demand, and by the costs due to activity of the enterprise's human resources. Service chains consider the full life-cycle of service demand from early stages of forecasting, through planning, scheduling, dispatch, execution and post-analysis.

Inventory management software is a software system for tracking inventory levels, orders, sales and deliveries. It can also be used in the manufacturing industry to create a work order, bill of materials and other production-related documents. Companies use inventory management software to avoid product overstock and outages. It is a tool for organizing inventory data that before was generally stored in hard-copy form or in spreadsheets.

Mobile enterprise asset management refers to the mobile extension of work processes for maintenance, operations, and repair of corporate or public-entity physical assets, equipment, buildings, and grounds. It involves the management of work orders via communication between a mobilized workforce and computer systems to maintain an organization's facilities, structures, and other assets.

Hewlett Packard Enterprise Networking is the Networking Products division of Hewlett Packard Enterprise. HPE Networking and its predecessor entities have developed and sold networking products since 1979. Currently, it offers networking and switching products for small and medium sized businesses through its wholly owned subsidiary Aruba Networks. Prior to 2015, the entity within HP which offered networking products was called HP Networking.

Mobile application management (MAM) describes the software and services responsible for provisioning and controlling access to internally developed and commercially available mobile apps used in business settings, on both company-provided and 'bring your own' mobile operating systems as used on smartphones and tablet computers.

Cloud-based integration is a form of systems integration business delivered as a cloud computing service that addresses data, process, service-oriented architecture (SOA) and application integration.

A mobile workspace is a user's portable working environment that gives them access to the applications, files and services they need to do their job no matter where they are.

RLDatix is a global enterprise software company offering software and services tailored to healthcare organizations. The technology platform is designed to support hospitals and other providers with risk mitigation, regulatory compliance, and workforce management resources.

A human resources management system (HRMS) or Human Resources Information System (HRIS) or Human Capital Management (HCM) is a form of Human Resources (HR) software that combines a number of systems and processes to ensure the easy management of human resources, business processes and data. Human resources software is used by businesses to combine a number of necessary HR functions, such as storing employee data, managing payroll, recruitment, benefits administration, time and attendance, employee performance management, and tracking competency and training records.

A secure access service edge (SASE) is technology used to deliver wide area network (WAN) and security controls as a cloud computing service directly to the source of connection rather than a data center. It uses cloud and edge computing technologies to reduce the latency that results from backhauling all WAN traffic over long distances to one or a few corporate data centers, due to the increased movement off-premises of dispersed users and their applications. This also helps organizations support dispersed users and their devices with digital transformation and application modernization initiatives.

References

  1. ↑ "3 ways to get the most out of workforce management systems". 2016-09-20.
  2. ↑ "4 field service management solutions to keep your jobs on track". 2013-11-15.
  3. ↑ "North American Businesses Evaluate Mobile Workforce Management Solutions Report - Research and Markets" (Press release). 2016-09-22.
  4. ↑ "The Rise of the Gig Economy".
  5. ↑ "Global workforce management software market in the healthcare sector to grow at a CAGR of 13.18 percent over the period 2014-2019". 16 September 2016.
  6. ↑ "5 challenges of mobile workforce management for 2018. 9 experts say". The Management Blog by BeeBole Timesheet. 2017-11-29. Retrieved 2018-04-27.
  7. ↑ Caligiuri, Paula; De Cieri, Helen; Minbaeva, Dana; Verbeke, Alain; Zimmermann, Angelika (2020-07-01). "International HRM insights for navigating the COVID-19 pandemic: Implications for future research and practice". Journal of International Business Studies. 51 (5): 697–713. doi:10.1057/s41267-020-00335-9. ISSN   1478-6990. PMC   7266413 . PMID   32836500.
  8. ↑ Kniffin, Kevin M.; Narayanan, Jayanth; Anseel, Frederik; Antonakis, John; Ashford, Susan P.; Bakker, Arnold B.; Bamberger, Peter; Bapuji, Hari; Bhave, Devasheesh P.; Choi, Virginia K.; Creary, Stephanie J. (2021). "COVID-19 and the workplace: Implications, issues, and insights for future research and action". American Psychologist. 76 (1): 63–77. doi:10.1037/amp0000716. hdl: 11343/254106 . ISSN   1935-990X. PMID   32772537.
  9. ↑ Copulsky, Gerald C. Kane, Rich Nanda, Anh Phillips, and Jonathan (10 February 2021). "Redesigning the Post-Pandemic Workplace". MIT Sloan Management Review. Retrieved 2021-08-07.{{cite web}}: CS1 maint: multiple names: authors list (link)
  10. ↑ "Digital Workplace Solutions". www.unisys.com. 2022-11-08. Retrieved 2023-07-30.
  11. ↑ Newman, Daniel. "5 Leadership Tips for Digital Workforce Management". Forbes. Retrieved 2018-04-27.
  12. ↑ "Global Workforce Management (WFM) Software Market to Benefit from Rising Implementation in Smartphones".
  13. ↑ "Why it's time to move workforce management to the cloud". TechRadar. Retrieved 2018-04-27.
  14. ↑ "Maximising talent potential".
  15. ↑ "Optimal Workforce Management".
  16. ↑ "AMR Research Releases Report Showing Human Capital Management and Customer Management as Fastest-Growing Enterprise Application Segments at 10%".
  17. ↑ "DMG Consulting: Workforce Management Market Grew 7.4 Percent in 2008".
  18. ↑ Disselkamp, Lisa, ed. (2013). Workforce Asset Management Book of Knowledge. doi:10.1002/9781118636442. ISBN   9781118636442.
  19. ↑ "Erlang Calculations Compared to Simulation Methods for Workforce Management". 20 July 2016.
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