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ConsumerConnected
Session sponsored by
#CCS14
Boosting Revenue with
Smarter WFM

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ConsumerConnected #CCS14
Welcome Webinar Attendees

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ConsumerConnected #CCS14
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ConsumerConnected #CCS14
About Retail TouchPoints
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5. SERIES
ConsumerConnected #CCS14
Panelists
MODERATOR
Gary Myers
Vice President, North American
Sales
Workplace Systems
Michael Chester
Vice President of Store
Operations
World Kitchen
Michael Garry
Retail TouchPoints

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Michael Chester
VP of Store Operations
World Kitchen, LLC
Gary Myers
VP of North American Sales
Workplace Systems
Boosting Revenue with Smarter
Workforce Management

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How Smarter
WFM Can Boost
Revenue
Gary Myers, VP of North American Sales
Workplace Systems

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Smart Schedules that
Drive Revenue
We specialize in helping consumer-facing
businesses to increase sales.
Our clients create schedules that improve
customer service by deploying the right people
with the right knowledge and selling skills at the
right time.
This increases customer satisfaction and
maximizes revenues.

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Priorities are
changing

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It’s about driving revenue!
Credit:
freedigitalphotos.net/KROMKRATHOG

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Consumer
behavior has
changed

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Customer experience is
paramount

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“If I could only choose one I would
choose to have engaged,
enthusiastic staff because that is
what drives customer service and
that drives sales.”

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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives
Regional
Managers
Location
Managers
Staff
Members
Increase sales and loyalty

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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives
Regional
Managers
Location
Managers
Staff
Members
Increase sales and loyalty
Gain insight on the
kinds of schedules
that deliver the
desired revenue
outcomes
Visibility

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Increased Performance Visibility
• A consistent view of
performance across the
organization
• KPI’s and ratings selected by
the business
• Dashboards for anytime,
anywhere updates on results

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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives
Regional
Managers
Location
Managers
Staff
Members
Increase sales and loyalty
Gain insight on the
kinds of schedules
that deliver the
desired revenue
outcomes
Give managers the
ability to shape
schedules to local
conditions and recent
performance
Visibility Empowerment

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Better Decisions
• Coaches managers to create
better schedules and win the
week
• Different methods of scheduling to
match the organizational culture
• Leverage technology to optimize
schedules

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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives
Regional
Managers
Location
Managers
Staff
Members
Increase sales and loyalty
Gain insight on the
kinds of schedules
that deliver the
desired revenue
outcomes
Give managers the
ability to shape
schedules to local
conditions and recent
performance
Drive employee
satisfaction levels in
order to improve
customer experience
and loyalty
Visibility Empowerment Engagement

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Engaged Employees
• Access schedules remotely
• Request time off online
• Shift offering and swapping
• Let employees see who they’re working
with

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Smart Schedules that Drive Revenue
Creating an organization culture that devolves power appropriately
Executives
Regional
Managers
Location
Managers
Staff
Members
Increase sales and loyalty
Improved customer experience
Gain insight on the
kinds of schedules
that deliver the
desired revenue
outcomes
Give managers the
ability to shape
schedules to local
conditions and recent
performance
Drive employee
satisfaction levels in
order to improve
customer experience
and loyalty
Visibility Empowerment Engagement

22. Smarter WFM in Action
Mike Chester
VP, Store Operations
World Kitchen, LLC

23. Who is World Kitchen?
From bakeware, dinnerware, kitchen and household tools to
range-top cookware, storage and cutlery, World Kitchen, LLC.,
and its affiliates manufacture and market brands known and
trusted around the world.

24. Who is World Kitchen?
§ Global team of 3,000 employees
§ Major manufacturing, product development and distribution
operations in the US and the APAC regions, and retail
channels around the world
§ North America Retail Stores
§ ~90 Stores in the US and Canada
§ More than 700 associates
§ Primarily focused in outlet centers
§ Average store is 4200 sq. ft.
§ Sell our brands and fill in the kitchen assortment with other vendors
products

25. The Evolution of WFM at World Kitchen
2010: Handwritten Schedules
§ Based on payroll matrix

26. The Evolution of WFM at World Kitchen
2010: Handwritten Schedules
§ Based on payroll matrix
2011: Excel Spreadsheet
§ Based on payroll as a % to net
sales

27. The Evolution of WFM at World Kitchen
2010: Handwritten Schedules
§ Based on payroll matrix
2011: Excel Spreadsheet
§ Based on payroll as a % to net
sales
2012: Workplace Systems WFM
§ Based on payroll as a % to net
sales

28. Fact vs Feeling
By integrating the data that stores already collect, staffing and
scheduling decisions can be based on fact vs. feeling

29. World Kitchen Success
Increased Performance Visibility
§ Intuitive dashboard offers access to data at company,
country, regional and store levels
§ Understand schedule adherence (scheduled vs actual)
Results
§ Forward looking view of schedules, payroll, overtime, etc
§ Quickly identify and react to potential situations
§ Easy to coach managers to improve service levels

30. World Kitchen Success
Better Decisions
§ Translate labor demand into real number of employees based
on availability of current staff
§ Exception reporting surfaces future issues before they
escalate (ie: overtime, scheduling adjustments)
§ Easier for managers to see effectiveness of schedules in real
time
Results
§ Ability to forecast future needs based on sales and traffic data
§ More accurate seasonal hiring resulting in improved service
levels
§ 3% uplift in conversion rates, continuing to see YOY growth
§ Managers building better schedules

31. World Kitchen Success
Employee Engagement and Satisfaction
§ Access schedules remotely
§ Request time off from mobile app
§ Bid on available shifts
Results
§ More engaged employees driving customer loyalty
§ 8% increase in employee satisfaction
§ More ownership of schedule resulting in fewer call offs

32. Lessons Learned
To be successful, your WFM solution:
§ MUST be able to integrate data and utilize existing solutions
§ Needs to have an easy to use interface that doesn’t
intimidate managers
§ Integrate mobile technology
§ Be able to support your leadership team with insight on how
the workforce is performing
§ Should benefit corporate, managers AND employees

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Contact us with questions or to set up a demo
Getting Started
Check out our new guide: 3 Simple Steps
to Schedules that Drive Revenue
Learn more about a Schedule Quality
Health Check and see how your
organization is scheduling today
www.workplacesystems.com/SQHC

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Michael Chester
VP of Store Operations
World Kitchen, LLC
ChesterMP@worldkitchen.com
Gary Myers
VP of North American Sales
Workplace Systems
Gary.Myers@workplacesystems.com
Questions?

35. SERIES
ConsumerConnected #CCS14
Q & A // Panelists
MODERATOR
Gary Myers
Vice President, North American
Sales
Workplace Systems
Michael Chester
Vice President of Store
Operations
World Kitchen
Michael Garry
Retail TouchPoints

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ConsumerConnected #CCS14
10
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