The Key Importance Of Workforce Management For Organizations

The Key Importance Of Workforce Management For Organizations

Unless yours is​ a​ one-man organization, you achieve your organizational goals, to​ a​ smaller or​ greater degree, through a​ workforce. if​ that workforce is​ not productive, the​ efficiency of​ goals-achievement suffers and​ costs of​ achievement go up.

To some extent, productivity can be ensured through use of​ fear. However, in​ modern organizations operating in​ a​ competitive environment, fear is​ becoming less and​ less effective. Workers have increasing choices for​ selecting their employers.

This is​ particularly true of​ it​ workforce with the​ specific kind of​ skills that your organization needs. You have not only to​ find people with the​ right skills but you also have to​ retain them. Both productivity and​ customer service can improve significantly if​ you are able to​ maintain a​ stable workforce.

It is​ in​ this context that workforce management has become a​ key management area these days.

What is​ Workforce Management?

Workforce management seeks to​ develop a​ workforce consisting of​ happy and​ productive workers through:

  • Good payroll and​ benefits packages and​ administration

  • Best HR practices that help recruit and​ retain the​ right kind of​ workers with the​ right set of​ skills

  • Training and​ developing the​ workers into a​ team with the​ right mix of​ skills and​ fitting in​ with the​ organizational culture

  • Monitoring performance and​ rewarding good performers

  • Forecasting requirements and​ developing career and​ succession plans to​ meet the​ requirements

While the​ above is​ the​ generally accepted view of​ workforce management, newer and​ specialized definitions have also developed. These specialized kinds of​ workforce management cater to​ the​ emerging needs of​ service organizations and​ call centers.

Workforce management software can help service organizations through:

  • Forecasting work orders

  • Planning the​ number of​ skills of​ technicians needed to​ service these work orders

  • Planning the​ tools and​ vehicles needed for​ the​ servicing

  • Scheduling the​ workers, tools and​ vehicles in​ an​ optimal manner using predefined rules

  • Assigning work orders to​ particular technicians in​ each area

For call centers, workforce management software can:

  • Forecast call volumes throughout the​ day

  • Plan shifts in​ a​ customized manner

  • Schedules workers by skills and​ experience

  • Forecast seasonal changes in​ volumes

  • Monitor performance

Workforce Management Contribution to​ Bottom Line

The diversity of​ skill sets required in​ modern it​ departments make it​ critical that these be assessed and​ managed properly. Otherwise, the​ it​ department would rather be a​ drag on the​ resources of​ the​ organization instead of​ being a​ contributor to​ its bottom line. There would be an​ imbalance in​ the​ demands and​ availability of​ specific it​ skills.

Service organizations need to​ optimize the​ contribution of​ their workforce through scheduling and​ routing of​ their field service personnel. This scheduling is​ a​ complex exercise that needs to​ consider the​ skills, nearness to​ the​ service sites, availability of​ needed parts and​ other factors. it​ would need specialist workforce management software to​ handle this complexity in​ a​ reasonably satisfactory manner.


A workforce with right skill sets and​ experience can make a​ real contribution to​ achieving organizational objectives. With an​ increasingly competitive marketplace for​ skilled workers, only a​ highly effective workforce management could help organizations hire, develop and​ keep their skilled workforce. Workforce management software can help it​ and​ service organizations optimize worker satisfaction and​ performance.

We will look at​ different aspects of​ workforce management in​ a​ series of​ articles.

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