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What are some innovative WFM practices that have been successful in other organizations?

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Workforce management (WFM) is the process of planning, organizing, and optimizing the human resources of an organization to achieve its goals and objectives. WFM involves various aspects such as forecasting, scheduling, time and attendance, performance management, training, and compliance. WFM can be challenging, especially in dynamic and complex environments where demand and supply fluctuate, customer expectations change, and technology evolves. Therefore, WFM practitioners need to be innovative and creative to find solutions that enhance efficiency, productivity, quality, and employee satisfaction. In this article, we will explore some innovative WFM practices that have been successful in other organizations and how they can inspire your own WFM strategy.

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1 Flexible and remote work

One of the most prominent WFM trends in recent years is the adoption of flexible and remote work arrangements. Flexible work allows employees to choose when, where, and how they work, while remote work enables them to work from anywhere outside the office. Flexible and remote work can offer many benefits for both employers and employees, such as reduced costs, increased autonomy, improved work-life balance, higher engagement, and lower turnover. However, flexible and remote work also require effective WFM tools and practices to ensure communication, collaboration, accountability, and performance. Some of the best practices for flexible and remote work include setting clear expectations and goals, using cloud-based WFM software and platforms, providing regular feedback and recognition, fostering a culture of trust and transparency, and promoting social interaction and well-being.

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Ibrahim Hassan

Manager Operations & Workforce Management at Flutterwave | Business Intelligence & Reporting | Data Analytics | Business Model Invoicing | Budgeting | WFM/MIS Professional | CX Expert
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It is very true, but remote working has its setbacks. Mostly effective monitoring, as not all employees can work without supervision. Flexible and remote work arrangements are good, but when expected performance is not met, the arrangement looks unfeasible. However, setting standard and effective KPIs (SMART) and attaching incentives to these KPIs will address the loopholes in most situations.

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2 Gamification and incentives

Another innovative WFM practice that can boost motivation, performance, and learning is gamification and incentives. Gamification is the application of game elements and mechanics to non-game contexts, such as WFM tasks and processes. Gamification can make WFM more fun, engaging, and rewarding by introducing elements such as points, badges, levels, leaderboards, challenges, and rewards. Incentives are rewards or benefits that are offered to employees for achieving certain goals or behaviors, such as productivity, quality, customer satisfaction, or attendance. Incentives can be monetary or non-monetary, such as bonuses, gift cards, vouchers, recognition, career development, or perks. Some of the best practices for gamification and incentives include aligning them with the organizational vision and values, designing them based on the employee preferences and needs, making them fair and transparent, and measuring and evaluating their impact.

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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
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Gamification of WFM is a great idea, just make sure you don't try and pull in too much to your gamified environment. Example: don't pull in employee's performance or productivity into a gamified WFM environment focusing on schedules. What could work is creating a system where if an employee works an additional hour they get 1 point. That point then could be spent to have approved time off or maybe to create a dream schedule for a quarter. However, that point shouldn't be used to increased their shift bid ranking that is based upon performance. Be thoughtful and careful with how you build your WFM gamification environment.

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3 Data analytics and artificial intelligence

A third innovative WFM practice that can enhance decision making, forecasting, and optimization is data analytics and artificial intelligence (AI). Data analytics is the process of collecting, analyzing, and interpreting data to generate insights and recommendations for WFM. Data analytics can help WFM practitioners understand the patterns, trends, and drivers of demand and supply, customer behavior and preferences, employee performance and satisfaction, and business outcomes. AI is the technology that enables machines to perform tasks that normally require human intelligence, such as learning, reasoning, and problem-solving. AI can help WFM practitioners automate and improve WFM tasks and processes, such as scheduling, staffing, training, and compliance. Some of the best practices for data analytics and AI include defining the WFM objectives and questions, selecting the relevant and reliable data sources and methods, ensuring data quality and security, and integrating data analytics and AI with the WFM software and platforms.

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4 Employee empowerment and involvement

A fourth innovative WFM practice that can foster a culture of innovation and creativity is employee empowerment and involvement. Employee empowerment is the process of giving employees more autonomy, authority, and responsibility to make decisions and take actions that affect their work. Employee involvement is the process of engaging employees in the WFM planning, implementation, and evaluation. Employee empowerment and involvement can benefit both employers and employees, such as increasing commitment, ownership, and accountability, enhancing knowledge, skills, and competencies, improving collaboration and communication, and stimulating innovation and improvement. Some of the best practices for employee empowerment and involvement include providing clear guidelines and boundaries, offering training and support, soliciting and implementing feedback and suggestions, and recognizing and rewarding contributions and achievements.

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Paul Gasser

Senior Account Executive
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One way to implement this in a positive way is to create weekly one-on-one meetings with your staff. I have found the majority of companies do not do this. It is in these meetings that you can talk about ideas, current work, and future planning. This is especially important in production roles. Having a 2nd set of eyes can create ideas for the employee to own moving forward. This type of involvement is important in so many ways. 1) direction, 2) ownership of tasks, 3) creative ideas to help with blockages to just name a few. When the employee uses this, they see results, which creates reinforcement and satisfaction in the workplace.

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5 Continuous learning and development

A fifth innovative WFM practice that can prepare the workforce for the future is continuous learning and development. Continuous learning and development is the process of providing employees with ongoing opportunities and resources to acquire new knowledge, skills, and abilities that are relevant and valuable for their work. Continuous learning and development can help employees adapt to the changing WFM needs and challenges, enhance their performance and productivity, increase their career satisfaction and progression, and reduce skill gaps and obsolescence. Some of the best practices for continuous learning and development include identifying the current and future WFM competencies and requirements, creating personalized and flexible learning paths and plans, leveraging various learning modes and methods, such as online, blended, social, and experiential, and assessing and tracking the learning outcomes and impact.

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6 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?

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What are some innovative WFM practices that have been successful in other organizations?

1

2

3

4

5

6

1 Flexible and remote work

2 Gamification and incentives

3 Data analytics and artificial intelligence

4 Employee empowerment and involvement

5 Continuous learning and development

6 Here’s what else to consider

Workforce Management

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What are some innovative WFM practices that have been successful in other organizations?

1

2

3

4

5

6

1 Flexible and remote work

2 Gamification and incentives

3 Data analytics and artificial intelligence

4 Employee empowerment and involvement

5 Continuous learning and development

6 Here’s what else to consider

Workforce Management

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