Workforce Optimization: Managing the Quality, Cost and Speed Paradox

n order to remain competitive in an ever-changing business landscape, organizations must find ways to execute strategy and focus on activities that drive revenue and satisfy customer needs in the most efficient manner possible. To do this, organizations are turning to workforce optimization tools and practices to forecast business needs and improve scheduling practices in order to improve the experience for both customers and employees, while reducing costs and improving compliance and overall business performance. Based on 359 survey respondents from May and June 2009, Aberdeen identified the top performers in Workforce Optimization as defined by capacity utilization, reduction in time spent on scheduling activities, and improved compliance rates. These top performers had several key characteristics in common that enabled them to balance the paradox of improving quality and productivity while managing financial performance and speed to service.

Source: Aberdeen