How do you test and validate workforce management assumptions with analytics?

1 Understand your data sources

The first step to test and validate your WFM assumptions is to understand where your data comes from, how it is collected, and how it is processed. Data sources can include historical records, customer feedback, employee surveys, operational metrics, and external factors, such as market trends, weather, and events. You need to ensure that your data sources are reliable, relevant, and consistent, and that you have a clear data governance framework to manage and maintain them. You also need to know how your data is transformed, aggregated, and analyzed, and what tools and methods you use to do so. This will help you identify any gaps, errors, or biases in your data that can affect your WFM assumptions.

2 Define your key performance indicators

The next step to test and validate your WFM assumptions is to define your key performance indicators (KPIs) that measure your WFM outcomes and objectives. KPIs can include service level, occupancy, utilization, schedule adherence, customer satisfaction, employee engagement, and profitability. You need to align your KPIs with your organizational strategy and vision, and set realistic and achievable targets and thresholds for them. You also need to monitor and track your KPIs regularly, and compare them with your WFM assumptions and plans. This will help you evaluate how well your WFM assumptions match your actual performance, and identify any deviations or discrepancies that need to be addressed.

3 Conduct scenario analysis

The third step to test and validate your WFM assumptions is to conduct scenario analysis, which is the process of simulating different possible situations and outcomes based on your WFM assumptions and data. Scenario analysis can help you test the sensitivity, robustness, and validity of your WFM assumptions, and explore the impacts and implications of various factors and variables on your WFM performance. For example, you can use scenario analysis to assess how your WFM plans would change if your demand forecast increases or decreases, if your service level target changes, if your employee availability or preferences change, or if an unexpected event occurs. You can use various tools and techniques, such as what-if analysis, Monte Carlo simulation, sensitivity analysis, and optimization models, to conduct scenario analysis and generate alternative scenarios and solutions.

4 Compare and benchmark

The fourth step to test and validate your WFM assumptions is to compare and benchmark them with other sources of information and best practices. Comparing and benchmarking can help you gain insights and perspectives from different angles and dimensions, and identify any gaps or opportunities for improvement. For example, you can compare and benchmark your WFM assumptions and performance with your historical data, your industry standards, your competitors, your customers, and your employees. You can use various methods and metrics, such as variance analysis, trend analysis, benchmarking analysis, and gap analysis, to compare and benchmark your WFM assumptions and performance, and determine how they rank and relate to others.

5 Communicate and collaborate

The fifth step to test and validate your WFM assumptions is to communicate and collaborate with your stakeholders, such as your managers, your employees, your customers, and your vendors. Communicating and collaborating can help you share and validate your WFM assumptions and data, solicit and incorporate feedback and input, and build trust and alignment. For example, you can communicate and collaborate with your stakeholders to explain and justify your WFM assumptions and plans, to collect and analyze their opinions and preferences, to resolve any conflicts or issues, and to coordinate and execute your WFM actions. You can use various channels and platforms, such as reports, dashboards, meetings, surveys, and chats, to communicate and collaborate with your stakeholders, and ensure that they are informed and involved in your WFM process.

6 Review and update

The sixth and final step to test and validate your WFM assumptions is to review and update them regularly, based on your analytics and feedback. Reviewing and updating can help you keep your WFM assumptions and plans relevant, accurate, and effective, and adapt to any changes or challenges in your environment. For example, you can review and update your WFM assumptions and plans to reflect any new data or information, to incorporate any learnings or best practices, to address any gaps or errors, and to optimize any opportunities or benefits. You can use various tools and methods, such as audits, evaluations, revisions, and adjustments, to review and update your WFM assumptions and plans, and ensure that they are aligned with your goals and objectives.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?