Workforce Planning Improves Customer Experience
Andrew Reise led the design, development, and implementation efforts for the staffing solution. Our consultants engaged a cross-functional team to design the staffing solution and ensure it was delivered to the field leaders with excellence. The model was used by field leaders and was integrated into the internal systems of the company.
1. Design and Development
Andrew Reise consultants became early project leaders assisting in the design and development of the solution. With a heavy focus on creating a new staffing model, we included many functional leaders throughout the organization. Due to the broad scope of the program, we helped create a model linking complex and disparate data sets. This data represented the needs of: customers, retail professionals, and the financial performance of each geographical location. By combining these three perspectives, the team was able to develop a model which could produce workforce staffing recommendations and the associated financial impact. This ensured the solution was relevant to senior level executives as well as the leaders in the field
2. Implementation
To implement the solution, Andrew Reise worked in conjunction with key leaders from the company including: Operational Vice Presidents, Field Leaders, and Human Resources. More than 500 Field Leaders across the country used the tool to ensure they had the appropriate retail professionals in their designated offices to best serve their customers
3. Support
Post implementation, our consultants supported the staffing tool, which included directly interfacing with field leaders to make adjustments to the model. Since the activities included both moving retail professionals and closing offices, the model was designed to be flexible to company changes.
