Another view on workforce management in retail


Statistics on failed projects on workforce management (WFM) systems implementation in retail is excessive. The reason is that instead of fair WFM one develops a planning system far from real tasks and processes in outlets. This often leads to increase in cost of unreasonable overtime hours, overstaffing and decrease in revenue due to conversion fall or service level decline. During 5 years we have been studying the market thoroughly in order to understand needs and requirements of retailers and to change the attitude to WFM projects as failed.

Most retail chain staff exceed 1000 people. These are the people that work directly with customers. these are the people efficiency and success of the retail depend on. Managers always face such questions as: how many staff are needed, how one may make sure that the schedule is optimal to achieve business goals, how to respond to changes quickly and efficiently? That is why we decided to draw up an article where we described our way from the search of the workforce management system for retail to developing our own solution – ZOZO RCAM. In the article we tried to explain the differences between our approach and “classic” and why ZOZO is not WFM. An important difference of our approach is the possibility to balance between cost of workforce and revenue it generates. It’s some kind of scale: on the one pan you have a complex indicator of service level (sales, conversion, loyalty) and on the other – cost (direct, indirect, outflow). Our solution ZOZO RCAM (Revenue & Costs Assurance Management) uses dynamic models to answer which strategy is profitable at the given period of time: cost reduction or service level increase.

The full text of the article is published here (Rus). We suppose it may be helpful to form an overall picture of the market of IT-solutions for workforce management.

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