Since the economic downturn, many retailers cut staffing levels to bare minimum in order to weather the storm. As the economy turnaround continues and consumer spending starts to increase, there is a renewed opportunity to enhance brand image with both old and new customers. Execution is as important as ever. Quality service levels are required to convert foot traffic to sales while perfect field execution must be achieved to implement corporate strategies to capitalize on the investment of targeted marketing campaigns.

1. Amplify Brand Image By Matching Campaign Strategy With Workforce Allocation

2. Panelists Scott Knaul Principal Retail WFM ConsultantWorkforce Insight John Russo Solution Management, Retail & DistributionInfor Andrew Gaffney Editor Retail TouchPoints

3. Welcome Webinar Attendees Your GoToWebinar Attendee Viewer is made of 2 parts: 1. Viewer Window 2. Control Panel Type your question here

4. Retail WFM 2010 – The Vision Scott Knaul Retail Principal - Workforce Insight

6. DEVELOP YOUR VISION

7. TRANSFORMATION

8. EARN RAPID ROI

9. IMPLEMENTATION

10. AUTOMATE BEST PRACTICES

11. Industry Benchmarking

12. ROI Analysis

13. 1-5 Year Roadmaps

14. Best Practice Gap Analysis

15. Payroll Allocation

16. Workflow Balancing

17. Labor Standards

18. Fitting Room Technology

19. Requirements Definition

20. Vendor Selection

21. Solution Implementation

22. Client-Side Support

24. Develop a long term vision with real ROI

25. IMPROVE CUSTOMER EXPERIENCE

27. Give retailers the tools to dramatically improve their business

28. STREAMLINE WORK

29. Reconcile activity between HQ and stores to improve execution

30. INCREASE CONVERSION

31. Re-direct labor to maximize conversion effectiveness

32. ENSURE COMPLIANCE

33. Reduce legal exposure with tightened processes and improved visibility

34. OPTIMIZE LABOR

36. Develop a long term vision with real ROI

37. IMPROVE CUSTOMER EXPERIENCE

39. Give retailers the tools to dramatically improve their business

40. STREAMLINE WORK

41. Reconcile activity between HQ and stores to improve execution

42. INCREASE CONVERSION

43. Re-direct labor to maximize conversion effectiveness

44. ENSURE COMPLIANCE

45. Reduce legal exposure with tightened processes and improved visibility

46. OPTIMIZE LABOR

48. WORKFLOW 1 DEFINE IT STORE LEVEL TASKS WHEN TO EXECUTE 2 QUANTIFY IT How do you schedule to it? How do you schedule to it? How much payroll does it require? How much payroll does it require?

49. CUSTOMER EXPERIENCE Customer Experience + Workflow = Payroll Budget

50. CUSTOMER EXPERIENCE | DELICATE BALANCE CUSTOMER EXPERIENCE + WORKFLOW LABOR BUDGET CHANGE: Budget Workflow Customer Experience 1 2 3

51. Amplify Brand Image by Balancing Labor with WFM

53. WFM and the Execution of Your Strategies and Goals

54. Brand Importance

55. The Opportunity

58. Software created for evolution, not revolution

59. Software that is simple to buy, easy to deploy and convenient to manageWho Is Infor?

60. Top 25 Most Influential Technology Vendors for 2009 Microsoft IBM Oracle Corp. Hewlett Packard SAP Dell Inc. Cisco Systems Salesforce.com Google EMC Sun Microsystems Apple Infor Sage Siemens RIM Adobe AT&T Intel Lenovo Accenture TATA Consultancy Lawson Motorola ADP

61. We Have Some of the Best Products in the Market BPCS .EXE XA SyteLine VISUAL Anael COM SmartStream

62. Global Customer Focus… Financial Strength Best-in-classrenewal rate 93% employees 8,000+ revenue $2.0B(EST) 2,000 new customers last year (approximately) 116 offices in 34 countries

63. WFM and the Execution of your Strategies and Goals

64. 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

65. 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

66. 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

67. 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

68. 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

69. Striking the Balance - Integrate Your Service and Non-Service Labor Through One Tool Budgeting Project Planning Budget bystore/dept/week(variable budget)hours ApprovedProjects/Tasks Historyfor future forecasts Labor Forecasting & Schedule Optimization TaskManagement Variable Workload bystore/dept/week(variable budget)hours Tasks: start date due date assigned role estimated hours Schedule with slots for variable work 1. Volume budget2. “Known”/SOP budget3. Variable budget Store

70. Brand Importance

71. 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 Levings CEO, Kantar Retail

72. Strategies Retailers Use To Gain/Grow Market Share

73. 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

74. The opportunity

75. People Have More Money To Spend…

76. Retail Spend Has Started To Increase… A retailer should expect the traffic in stores to increase!

77. Opportunities exist through improved execution Wharton Study produced the following findings 2-3 0 4 - 28 1 97 71 20 % sales increase possible with 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

78. Infor – Amplify your brand

79. 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

80. 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 Slap President of slap

82. Welcome Webinar Attendees Your GoToWebinar Attendee Viewer is made of 2 parts: 1. Viewer Window 2. Control Panel Type your question here

83. Thank Youfor attending this webinar. Download this PowerPoint Presentation:http://www.retailtouchpoints.com/workforce