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Workforce Management and Employee Kiosks: Perfect Partners
Last year, The Aberdeen Group released a Research Brief that further explores its December 2009 findings that 56 percent of Best-in-Class retailers are integrating their store-level workforce management processes.
The brief shows that retailers using an integrated store-level workforce strategy that includes scheduling, time and attendance and other human resource management technologies are better able to respond to pressure to control labor costs, improve workforce productivity and provide the customer with a seamless in-store shopping experience. Eighty percent of the above 56 percent, for instance, have increased same-store sales, and 46 percent have raised customer retention rates.
Self-service kiosks can help streamline such integration by offering a convenient and effective interface between employees, and automated workforce management system and managers.
St. Clair Interactive, one of Zebra's partners, offers an example of a major apparel retailer that found that store managers were spending eight to 16 hours a week to generate employee schedules, two managers were required to do payroll, and employees were missing shifts because of miscommunication.
The chain rolled out 3,000 employee self-service kiosks to replace its outdated labor management system. Now, employees use the kiosks to clock in and out, review benefits and other HR information, view previous shifts, request time off, and trade shifts with coworkers. Plus, employees no longer miss shifts, because the automated payroll and scheduling system e-mails them their schedules.
As a result:
- Headquarters can monitor workforce spend in real time with at-a-glance access to in-store operations.
- Store managers can complete automated scheduling in just two-to-four hours, a 75 percent reduction from the old process.
- And, a BIG benefit is that the store can now schedule employees by past performance. THt helps ensure that during peak business hours, the optimum number of employees will be on the floor interacting with customers -- increasing customer satisfaction.
As you face changing consumer demands and the pressure to deliver customer-centric service, is your store moving towards integrated workforce management? Do you see a place for kiosks in your workforce management processes?
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