How can Workforce Management professionals use problem solving skills to reduce costs?

It’s amazing how much we can understand and achieve through data if we look at it the right way. It’s not only about statistics and trends but about human behaviour as well. Take a look at your agents performance and behaviour and understand what might be the root cause for driving it. When you do that, you can both reduce cost by offering the right solution and make your staff happy. It’s all in your data, you just have to look at it.

When figuring things out, I've noticed how important it is to mix both numbers and feelings. Numbers show clear patterns, while the stories and experiences from people bring out stuff we might not see right away. Check why employees are leaving by looking at the numbers. Talk to them too, find out how they feel. Maybe they're unhappy or want more growth. Talking openly with the team helps us catch problems early on and deal with them before they get big. Even when people leave, talk to them - find out why. Listen and actually do something with the feedback.

Too often organizations are hit with and have to address the systems. One of Workforce Management's key responsibilities is to identify the actual problem - the root cause. This is where our problem solving starts! What makes our perspective unique is we have the view from both ends of the telescope - the focused view to pinpoint the root cause and then the widened scope so that we see the various impacts throughout enterprise so we can determine intelligently the best strategy or solution alternatives.

WFM professionals play a crucial role in understanding the problem and coming up with the most optimized and customized solution for the same. This indicates the kind of solutions, whether it be training a specific set of employees or deploying tools to equip people, they know it all. Hence analyzing the data and forecasting which one works best for the organization depending on the skills and size of the firm would help them make decisions that are cost effective.

WFM professionals focus on cost efficiency as a primary objective, they can employ problem-solving skills using the DMAIC model. Begin by defining clear objectives, such as minimizing overtime or optimizing staffing. Utilize DMAIC—Define the problem, Measure key metrics, Analyze root causes, Implement solutions, and Establish control mechanisms. Thoroughly analyze existing processes, measure relevant metrics, and identify root causes of inefficiencies. Implement targeted solutions, fostering a culture of continuous improvement. Regularly reassess processes and establish control measures to sustain cost reductions. This structured approach ensures WFM efforts align with organizational goals, driving sustainable cost efficiency.

WFM leaders will always have opposition to their solutions, because they can never be a one size fits all. So be sure to include not only how the solution will solve the problem and the risks with the particular solution, but share what will happen by NOT choosing a particular solution. This helps your leaders feel confident that you have done your due diligence in developing your solutions. It also provides them with pertinent information they need to make their decision as to which solution to go with.

In the DMAIC model's "Improve" phase, WFM professionals systematically generate and assess alternatives to reduce costs. This involves collaborative brainstorming for innovative solutions like optimized scheduling or automation. Evaluation considers feasibility, resource requirements, and potential risks. Stakeholder engagement ensures alignment with organizational goals. Pilot implementations on a smaller scale allow for adjustments before full deployment, minimizing disruptions. DMAIC empowers WFM to methodically explore, assess, and implement alternatives for sustainable cost reductions and enhanced organizational efficiency.

In leveraging problem-solving skills, Workforce Management professionals can generate alternatives to reduce costs by exploring various approaches. Consider alternative scheduling models, evaluate outsourcing options, or explore technology solutions that automate tasks. By creatively generating and assessing alternatives, you can identify cost-effective strategies that align with organizational goals and enhance overall workforce management efficiency. For example, Instead of simply cutting overtime, we might explore alternatives such as implementing a more flexible scheduling system, cross-training employees to handle peak demand periods, or investing in predictive analytics to better forecast staffing needs.

In the DMAIC "Improve" phase, WFM professionals strategically select optimal solutions to reduce costs. They define criteria, including cost-effectiveness and alignment with goals. Quantitative analysis guides decision-making, while stakeholder input ensures diverse perspectives. Rigorous risk assessment and pilot testing identify challenges and refine solutions. An iterative approach allows for continuous improvement, and clear documentation fosters accountability. By systematically navigating these steps, WFM professionals enhance the likelihood of successful and sustainable cost reduction while improving overall workforce management efficiency

WFM leaders - make sure that your solution includes you and/or your WFM team as ACTIVE participants in the implementation process. Remember, you have visuals and insight others do not AND you have a broader interest across enterprise while individual leaders may have a more departmental focus. You are key to ensuring the full intent and scope of your solution is followed and carried out to ensure the greatest possible success.

Following solution selection in the DMAIC "Improve" phase, WFM professionals ensure efficient implementation. Detailed planning involves timelines and resource allocation. Training and clear communication foster employee buy-in. An incremental rollout allows controlled testing, with continuous monitoring and evaluation ensuring anticipated benefits. Establish feedback mechanisms for insights and adaptability for adjustments. Documentation of lessons learned informs future initiatives. This comprehensive approach within DMAIC ensures a streamlined, goal-aligned implementation, enhancing workforce management efficiency and achieving sustainable cost reductions.

Following solution implementation, WFM professionals employ the DMAIC "Control" phase to evaluate results. Continuous monitoring of key metrics, comparative analysis against baseline data, and integration of feedback ensure ongoing effectiveness. Root cause analyses identify emerging issues, while comprehensive documentation and reporting keep stakeholders informed. Benchmarking against industry standards guides optimization, fostering a culture of continuous improvement. This systematic approach within DMAIC validates cost reduction measures and positions the organization for adaptability and sustained success in workforce management.

To adapt and improve in workforce management, professionals can continuously refine strategies based on the outcomes of implemented alternatives. If, for instance, a flexible scheduling system is introduced to reduce overtime costs, regularly assess its impact. Gather feedback, analyze performance metrics, and be open to adjusting the approach as needed. This adaptive mindset ensures ongoing improvement, allowing the workforce management strategy to evolve and become more effective over time.

It is never a one and done. Our job is to continue to monitor, adjust, change, tweak, re-evaluate, etc.. to solution. Is it still working? Did it achieve the results we wanted? Where do we need to make changes? Has the problem changed? Is the solution sustainable at its current momentum? These are the kind of FM questions we should always be asking ourselves and constantly looking to see what we need to do next to better serve or internal customer so they can service our external customer.

Continue to educate your leaders on the benefits of a fully functional WFM Team. Show them how valuable you are. Be accurate and reliable. Leaders have to be able to trust the information they gain from their WFM Department. Be good partners. WFMers have a difficult job - but you can still develop great partnerships through collaborations, transparency, communication and listening. Have the hard conversations but be trustworthy and bring solutions to the table as well.