Workforce Planning

Why does your base roster have that number of staff

with that level of skill on those days for those hours?

Is your current structure, workforce and base roster a function of:

  • incremental change over the years? 
  • a budget anchor anchoring your business to the past?
  • predicted rather than actual revenue and profit?

As a large percentage of total expenditure, labour management ratios have a significant impact on:

  • Revenue per FTE staff person
  • Productivity – output per hour/shift per unit of input
  • Financial performance:

Workforce Planning and Labour Management

Workforce Planning and labour management are vital to:

  • re-examining historical headcount to match capacity and throughput to future demand
  • rostering the right number of staff with the right skills in the right place for the right amount of time
  • building a diverse, flexible, and change-ready workforce

Customer Experience

Workforce Planning invests in delivering a positive customer experience yet business is usually structured to operate in silos. A positive customer experience requires the right number of staff with the right skills at the right time for the right amount of time with essential technical and interpersonal skills.

Even if most silos contribute to a positive customer experience, any negative contribution undermines the customer experience and threatens lifetime customer value. Online sales, automation, IoT and chatbots can impact the level of technical skills required and the number of Full-Time Equivalent staff required but are most valuable when they enhance the customer experience.

Workforce Plan

Cost Management Specialists facilitate agreement on a Workforce Plan placing capability along the value stream to match demand with supply, deliver a positive customer experience and manage variance.

The Plan defines:

Skills – technical, personal, interpersonal required and whether they need to be developed or recruited

Composition –  full time, part-time, contract, casual, flexibility, loyalty, IP, restraint of trade

Diversity – multi-disciplinary, gender, age, ethnicity & race, experience

Experience – industry, other industry, specific/related/unrelated role

Location – cross-functional collaboration, office-based, Work from Home,

Motivation – performance, quality, productivity, flexibility, drive, absence

Change – time frame, growth, decline, merger, acquisition

Tools – assets, IoT, IT Architecture, software, computers, training

Digital – opportunities to transform manual processes to streamline flow to enhance the customer experience

Managing and retaining a high-performing workforce, to meet the objectives of an agreed Workforce Plan can:

  • transition a business beyond survival to profit and financial sustainability
  • deliver a consistently positive customer experience
  • create a best-fit base & variable roster
  • measure performance – revenue per FTE and output per unit of input
  • track time and attendance
  • manage absence and leave.

Effective labour Management employs skills and capability flexibly and productively. Roster variance can undermine financial performance without improving the customer experience. 

Contact John Cleary of Cost Management Specialists on +61 411 522 521 to discuss your Workforce Planning and Labour Management needs.