How do you evaluate and benchmark your workforce management performance and maturity?

Workforce management (WFM) is the process of optimizing the productivity, efficiency, and satisfaction of your employees. It involves planning, scheduling, forecasting, tracking, and analyzing various aspects of your workforce, such as availability, performance, skills, compliance, and costs. But how do you know if your WFM practices are effective and aligned with your business goals and industry standards? How do you measure and improve your WFM maturity and performance? In this article, we will discuss some methods and tools to help you evaluate and benchmark your WFM performance and maturity.

1 Define your WFM objectives and metrics

When evaluating and benchmarking your WFM performance and maturity, the first step is to define your WFM objectives and metrics. Consider what the desired outcomes and benefits of your WFM strategy are and how you will quantify and monitor them. Common objectives and metrics include reducing labor costs, increasing customer satisfaction and retention, improving employee engagement and retention, enhancing service quality and delivery, and achieving compliance and safety standards. It is essential to align your WFM objectives and metrics with your business goals and customer expectations, ensuring that they are SMART (specific, measurable, achievable, relevant, and time-bound).

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Mike Wigle

Service Coordinator at Overhead Door Company of Lethbridge
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There many factors that go into establishing the correct metrics for WFM objectives. When in the process of establishing the goals for the WFM team it is important that you work collaboratively with other departments within the organization. One thing we know for sure the WFM department impacts every workgroup in an organization and it is important to understand what their objectives and metrics are this will allow you to better align yourself with the whole organization. Also, you must keep in mind that the objectives you establish for your WFM team may not be relevant down the road. Managing a WFM team is dynamic and every changing, you must always do a review of your measurements and goals to stay relevant within the organization.

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2 Assess your WFM maturity level

The next step is to assess your WFM maturity level. WFM maturity is the degree to which your WFM practices are integrated, automated, standardized, and optimized across your organization. It reflects how well you leverage data, technology, processes, and people to achieve your WFM objectives and metrics. There are different models and frameworks to help you assess your WFM maturity level, such as the WFM Maturity Model by The Hackett Group, or the WFM Capability Maturity Model by Workforce Insight. These models typically have five levels of WFM maturity, ranging from basic to advanced, and provide criteria and indicators for each level. You can use these models as a reference to identify your current and desired WFM maturity level, and the gaps and opportunities for improvement.

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3 Benchmark your WFM performance against peers and best practices

The third step is to benchmark your WFM performance against peers and best practices. Benchmarking is the process of comparing your WFM performance and maturity with other organizations in your industry or sector, or with recognized standards or best practices. This can help you determine where you stand in comparison to competitors, as well as recognize your strengths and weaknesses. You can use industry reports, professional associations, WFM software and analytics tools, and consultants and experts to benchmark your performance. It’s important to select benchmarks that match your WFM objectives and metrics, so that you can analyze the results and insights to inform your WFM improvement actions.

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Steve Jobling

Senior Coach and leader with a passion for inspiring teams to exceed their performance objectives and personal growth potential. Recognised for delivering results, creating bottom line, colleague and customer value.
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Evaluate and benchmark your workforce management performance and maturity in an innovative way, consider using predictive analytics, conducting employee focus groups, benchmarking against non-traditional sources, using design thinking methodologies, and experimenting and iterating. These approaches can help you gain new insights, develop innovative solutions, and achieve better outcomes for your business and employees.

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4 Implement WFM improvement actions and monitor progress

The final step is to implement WFM improvement actions and monitor progress. Based on your WFM evaluation and benchmarking results, you should prioritize and plan the actions that will help you close the gaps and enhance your WFM performance and maturity. These could include investing in WFM technology and automation, updating and standardizing WFM policies and procedures, training and empowering your WFM staff and leaders, engaging and communicating with your employees and customers, or reviewing and adjusting your WFM plans and forecasts. Additionally, it is important to track the impact of these improvement actions using the same WFM objectives and metrics that were defined earlier. This includes monitoring progress, evaluating results, reporting progress, and celebrating achievements. Finally, it is necessary to revisit and revise your WFM evaluation and benchmarking methods periodically to ensure their accuracy.

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5 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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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
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An easy step to take is also to connect with other WFM professionals to see what they are doing. This won't allow you to officially benchmark but it does give you a chance to compare what you're doing against their environment. Organizations like Society of Workforce Planning Professionals give WFM professionals a great place to connect and compare their practices.

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How do you evaluate and benchmark your workforce management performance and maturity?

1

2

3

4

5

1 Define your WFM objectives and metrics

2 Assess your WFM maturity level

3 Benchmark your WFM performance against peers and best practices

4 Implement WFM improvement actions and monitor progress

5 Here’s what else to consider

Workforce Management

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How do you evaluate and benchmark your workforce management performance and maturity?

1

2

3

4

5

1 Define your WFM objectives and metrics

2 Assess your WFM maturity level

3 Benchmark your WFM performance against peers and best practices

4 Implement WFM improvement actions and monitor progress

5 Here’s what else to consider

Workforce Management

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