Amplify Brand Image By Matching Campaign Strategy With Workforce Allocation

PanelistsScott KnaulPrincipal Retail WFM ConsultantWorkforce Insight

Andrew GaffneyEditor

Retail TouchPoints

John RussoSolution Management, Retail & DistributionInfor

Welcome Webinar AttendeesYour GoToWebinar Attendee Viewer is made of 2 parts:

1. Viewer Window 2. Control Panel

Type your question here

Retail WFM 2010 – The Vision

Scott Knaul

Retail Principal - Workforce Insight

RETAIL SERVICES

• Industry Benchmarking• ROI Analysis• 1-5 Year Roadmaps• Best Practice Gap Analysis

• BENCHMARKING• DEVELOP YOUR VISION

• TRANSFORMATION• EARN RAPID ROI

• IMPLEMENTATION• AUTOMATE BEST PRACTICES

• Payroll Allocation• Workflow Balancing• Labor Standards• Fitting Room Technology

• Requirements Definition• Vendor Selection• Solution Implementation• Client-Side Support• Upgrades

MISSION & BENEFITS

• INCREASE CONVERSION

• Re-direct labor to maximize conversion effectiveness

• MAKE WFM STRATEGIC

• Develop a long term vision with real ROI

• ENSURE COMPLIANCE

• Reduce legal exposure with tightened processes and improved visibility

• STREAMLINE WORK

• Reconcile activity between HQ and stores to improve execution

• OPTIMIZE LABOR

• Implement automated solutions that deploy labor most efficiently

• IMPROVE CUSTOMER EXPERIENCE• Align labor levels with thedesired customer experience

• MISSION• Give retailers the

tools to dramatically

improve their business

MISSION & BENEFITS

• INCREASE CONVERSION

• Re-direct labor to maximize conversion effectiveness

• MAKE WFM STRATEGIC

• Develop a long term vision with real ROI

• ENSURE COMPLIANCE

• Reduce legal exposure with tightened processes and improved visibility

• STREAMLINE WORK

• Reconcile activity between HQ and stores to improve execution

• OPTIMIZE LABOR

• Implement automated solutions that deploy labor most efficiently

• IMPROVE CUSTOMER EXPERIENCE• Align labor levels with thedesired customer experience

• MISSION• Give retailers the

tools to dramatically

improve their business

CUSTOMER EXPERIENCE

CUSTOMER INTERACTION

STORE ENVIRONMENT

1DEFINE IT

2QUANTIFY IT

How much payroll does it require?

How much payroll does it require?

How do you schedule to it?

How do you schedule to it?

WORKFLOW

STORE LEVEL TASKS

WHEN TO EXECUTE

1DEFINE IT

2QUANTIFY IT

How much payroll does it require?

How much payroll does it require?

How do you schedule to it?

How do you schedule to it?

Customer Experience

+

Workflow

=

Payroll Budget

CUSTOMER EXPERIENCE

LABOR BUDGET

CUSTOMER EXPERIENCE + WORKFLOW

CHANGE:

Budget

Workflow

Customer Experience

123

CUSTOMER EXPERIENCE | DELICATE BALANCE

AMPLIFY BRAND IMAGE BY BALANCING LABOR WITH WFM

Agenda

• Who is Infor?

• WFM and the Execution of Your Strategies and Goals

• Brand Importance

• The Opportunity

• Infor – Amplify Your Brand!

WHO IS INFOR?

There is a better way.

Changing what you expect from a software company …

More collaborative relationship Software created for evolution, not revolution Software that is simple to buy, easy to deploy

and convenient to manage

Who Is Infor?

Top 25 Most Influential Technology Vendors for 2009

1. Microsoft 2. IBM 3. Oracle Corp.4. Hewlett Packard 5. SAP6. Dell Inc.7. Cisco Systems8. Salesforce.com9. Google10. EMC11. Sun Microsystems12. Apple13. Infor14. Sage15. Siemens16. RIM17. Adobe18. AT&T19. Intel20. Lenovo21. Accenture22. TATA Consultancy23. Lawson24. Motorola25. ADP

We Have Some of the Best Products in the Market

COMSmartStream

SyteLineXA

BPCS

AnaelVISUAL

.EXE

Global Customer Focus… Financial Strength

2,000new customers last year(approximately)

Best-in-classrenewal rate

93%116offices in 34 countries

employees

8,000+revenue

$2.0B(EST)

WFM AND THE EXECUTION OF YOUR STRATEGIES AND GOALS

The average wage rate is increasing…

A retailer should give more importance to managing its workforce more efficiently in order to be competitive

Data Source: Bureau of Labor Statistics, Department of Labor

Efficient Labor Management is Key to Customer Service Success

Service Labor supports customer service focused initiatives

Best managed through Labor Forecasting and Schedule Optimization

Define It Quantify It

Workforce Management : Service Labor

Labor Forecasting and Schedule Optimization (LFSO) This component manages the generation of your Service

Labor Forecasts are generated using sophisticated algorithms Labor demand is generated through labor standards and the labor

forecast Optimized labor schedule is generated based on mathematical

model Calculating the appropriate Service Labor is key to supporting

brand strategy Customer service In-stock positions

Managing Projects is Key to Operational Success

Non-Service Labor supports merchandising and promotional initiatives

Best managed through Task Management application

Define It Quantify It

Workforce Management : Non-Service Labor

Task Management Labor Non-Service Labor is best managed through a task

management application Promotional and merchandising related labor can be budgeted and

tracked through this tool This type of labor generally represents about 25% of discretionary labor

Task management insures additional discretionary labor is properly allocated and not overloaded Useful for recurring labor tasks to insure consistency in operations Provides key tracking for safety related labor demands, e.g., Product

Recalls Drives enterprise wide visibility to discretionary labor demands to insure

that service labor is not consumed by operational demands Task Management is key to supporting certain brand strategies

Consistency in merchandising Product management to avoid pricing exceptions

Striking the Balance - Integrate Your Service and Non-Service Labor Through One Tool

Labor Forecasting &

Schedule Optimization

TaskManagement

BudgetingProject Planning

Store

Budget bystore/dept/week(variable budget)hours Approved

Projects/Tasks

Tasks: start datedue dateassigned roleestimated hours

Schedule with slots for variable work

Historyfor future forecasts

1. Volume budget2. “Known”/SOP budget3. Variable budget

Variable Workload bystore/dept/week(variable budget)hours

BRAND IMPORTANCE

Brand Importance

…brand is a prerequisite of retail success. How retailers build their brands impacts all aspects of their business. Brand is key to effective merchandising. It converts private label from a margin-building tactic to a strategic symbol of brand equity. Brand alone secures an enduring place in the mind of the consumer.

Wayne LevingsCEO, Kantar Retail

Strategies Retailers Use To Gain/Grow Market Share

Your Workforce Implements Your Strategy

Your Associates… Are your front line connection to your customers

Service and Customer Care Right Place at the Right Time Product and Service Knowledge

Set up your marketing and promotional materials Handle your shipping and stocking Perform your seasonal changes Re-price and move merchandise Are a cost to the business

THE OPPORTUNITY

People Have More Money To Spend…

2005 2006 2007 2008 2009 2010 $32,000

$33,000

$34,000

$35,000

$36,000

$37,000

$38,000

$39,000 US Retail & Food Services Spend / Household

US Retail & Food Services Spend / Ho...

Retail Spend Has Started To Increase…

A retailer should expect the traffic in stores to increase!

Opportunities exist through improved execution

Wharton Study produced the following findings

2-30

4 - 281

977120

% sales increase possiblewith additional labor dollars $ $ sales uplift

for every $ .00 in additional labor% customer satisfaction

Perceived in-stock = %

% defer purchase

Data Source: Retail Store Execution: An Empirical Study, December 2006, Fisher, Krishnan and Netessine, The Wharton School, University of Pennsylvania

INFOR – AMPLIFY YOUR BRAND

Retailer Call to Action

Define top three elements of your corporate brand strategy

Review existing staffing priorities to understand how they support corporate brand strategy

Evaluate current technology infrastructure to determine if you have the appropriate capabilities

Define implementation plan and build business case for updating your staffing strategy

Infor – Let us help you amplify your BRAND!

The ultimate achievement in commitment from a customer culture is when you become branded. Branding is a reaction, not an action – it is a vote of faith from a customer culture and can’t be claimed or demanded by a company; it has to be given. To be a successful brand – compelling, competitive, and durable – you must be branded for how you sell, not just what you sell.

Stan SlapPresident of slap

Welcome Webinar AttendeesYour GoToWebinar Attendee Viewer is made of 2 parts:

1. Viewer Window 2. Control Panel

Type your question here

Thank Youfor attending this webinar.

Download this PowerPoint Presentation:

http://www.retailtouchpoints.com/workforce