This whitepaper discusses the business case for implementing workforce management software. It explains that technology has changed business operations and executives now demand intuitive software that delivers functionality and value. Workforce management software helps optimize scheduling, forecast staffing needs, and ensure the right employees are in the right roles at the right times. The document outlines common workplace challenges like doing more with less and engaging employees. It then details the key drivers, benefits, myths, and best practices for managing a successful workforce management software implementation project.

1. A Compelling Business Case
Workforce Management
Whitepaper:

2. Technology Today
In the last 20 years software applications have changed the way we do business. Technology has become the principal
vehicle for delivering organisations performance enhancement. The business world is catching up and decision-makers
are now more informed about their options, expecting more from technology. Executives now demand programs that are
accessible, convenient, simple to understand, while still delivering rich functionality. Providers are responding to this need
by developing software for an intuitive user experience, seamless installation and greater services.
The importance of keeping technologically up-to-date is now well established in the business world. Falling behind in
the race for innovation can mean the difference between success and failure for an organisation. This puts a great deal
of pressure on decision-makers faced with many prospects. It’s not simply a matter of maintaining the most current
software, an organisation needs to have the systems and education in place to prepare itself for a new implementation.
Management always look to eliminate risks, reduce costs and increase the visibility of their workforce. In recent years
a software solution has emerged with these targets in mind – Workforce Management Software. A robust Workforce
Management Solution achieves all this by forecasting employee demand, optimising schedules and generating metrics for an
efficient spread of resources. Essentially Workforce Management puts the right people in the right place at the right time.
This whitepaper will explain the key business drivers that lead organisations to implement Workforce Management software.
There’s a great deal of misinformation about WFM software so we will attempt to resolve some of the confusion by
explaining the real business benefits behind it. We will also describe the process that best-in-class organisations use
to implement new WFM software for rapid ROI.

3. Workplace Challenges
Doing More with Less
Workplace productivity is paramount to surviving in today’s
fast-paced environments. We are constantly challenged to
do more tasks in less time with fewer people. The war for
skilled labour in a tough market is back on!
As the economy moves back into growth, competition for
recruiting talented people is at an all-time high. Up-skilling
and re-skilling your existing workforce is an emerging
challenge confronting businesses. Labour and skill shortages
have forced employers to think and act strategically when
it comes to building, deploying and scheduling their
workforce. Gone are the days when employees made a life-
long commitment to an organisation; today employers must
face the challenge of keeping their workforce engaged, loyal
and motivated in new ways.
Business leaders are beginning to realise that managing
their workforces’ Time and Attendance is the key to
unlocking productivity. Leaders are looking for ways to
streamline and centralise workforce management to access
their workforce potential and maximise compliance. They
also understand the importance of having the right people,
with the right skills available to be deployed in the right
areas. But let’s face it: the biggest frustration is the cost of
your company’s most valuable asset.
How can you deploy people more strategically
without having to cut heads, make
redundancies or ban overtime?
Companies that have installed Workforce Management
Systems usually cite ‘remaining competitive’, ‘optimising
resources’ and ‘increasing productivity’ as the key drivers
behind their decision. Those that did are impressed with
the benefits – reduced payroll related costs, reduced
administrative time and costs, improved employee morale
and greater customer satisfaction.
“Managers are now accountable
for labour budgets. The shift costs
and budgets are immediately
visible - they can view the labour
costs during the scheduling
process and they are accountable
for scheduling decisions.”
Group Manager of Audit and Compliance
Ardent Leisure

4. What does WFM actually mean?
WFM encompasses several core functions and many
additional components so there are differences between
each provider and it can be confusing.
WFM is the term used to describe any business solution
that helps organisations more effectively manage their
processes for headcount allocation, scheduling, tracking,
evaluating and rewarding employees. WFM technology
assist managers in placing the right people in the right
job at the right cost. Approaching this important process
strategically helps businesses rapidly achieve their goals
and vision.
Core functions of WFM include:
• Time and Attendance
• Optimised Scheduling
• Performance Management and Analytics
• Strategic Planning
(Budget, Process Modelling, Scenario Planning)
• Leave Management
• Manager Self Service
• Employee Self Service

5. What are the Business Drivers?
It’s easy to see the benefits behind Workforce Management, but to access the functions
your organisation needs, you have to look past the benefits to the key Business drivers.
These are the motivations behind WFM that will direct you to the right provider.
The most common business drivers for motivating WFM procurement are:
• Increase operating profit by increasing revenues
• Decrease wages bill by reducing wasted hours and overpayment
• Improve the performance of stores and departments within the organisation
• Motivate and empower employees to provide superior customer service
• Provide management with superior business forecasting
• Streamline compliance management to protect the business

6. What are the Benefits?
The most common movtivation for adopting Workforce Management technology is the
improved visibility and control that comes with accurate forecasting and scheduling.
Today there are new value-add benefits that enhance employee engagement as they
streamline processes.
“We are confident we
selected the best solution
for API. Once the project
is complete, we will have
a contemporary solution
to streamline processes,
eliminate manual
data entry and provide
significant cost savings“
HR Operational Manager
Australian Pharmaceutical Industries
When organisations invest in
WFM technology they can expect
benefits such as:
• Increased levels of customer
service, satisfaction and loyalty
• More-consistent service level
management
• Improved agent performance and
productivity
• Reduced telecommunications costs
• Reduced payroll-related expenses
• Administrative time savings
• Increased revenue
• Increased employee morale
• And many others…

7. Workforce Management Myths
One of the most common misconceptions is that Workforce Management is only useful for
companies that wish to reduce headcount. This is only one aspect of WFM’s purpose. The
discipline and technology behind WFM contributes improvements to operations in many
ways beyond simply minimising headcount and hours.
There’s a widespread fear across organisations that the implementation process for
Workforce Management software will disrupt normal business, taking employees away
from revenue generating tasks. Managed correctly, a WFM project can deliver real financial
benefits, streamline processes, educate line managers and increase customer satisfaction,
all while boosting staff morale.
A strategic WFM solution will rapidly impact any organisation’s bottom line. The hard
cost savings and productivity enhancements that come from strategically managing how
employees are scheduled, compensated and managed are measured in months not years.

8. Managing the Implementation
Return on investment is only guaranteed when organisations are equipped with the
capability and expertise to effectively deploy their WFM technology. Industry best-
practice planning, deployment and optimisation strategies can make a marked difference
to the performance of your WFM solution.
Introducing innovations to an established business is often challenging; user uptake is
essential to guarantee the solution delivers value to your organisation.
The implementation process does not have to take away from the day to day operation
of your business. As long as you and your software provider work together before the
project is undertaken, you can ensure your organisation is prepared for the change.
Think about these key areas in order to make the process smooth and time-efficient:
• Business Case
• Project Management
• Resource Management
• Change Management
Communicating the changes to your
workforce at the decision-making level,
before, during and after implementation will
ensure you have buy-in from everyone.

9. Managing the Implementation
Business Case
Before starting on the project, your
organisation needs to be clear about
what they want to achieve. When
implementations are derailed it is usually
because half way through a project a team
member realises the WFM solution will not
meet the organisation’s needs.
A WFM project involves all areas of your
organisation, from HR and Payroll to
Finance and Operations, and they need to
be involved in determining the Business
Case that this implementation will address.
Your team need to understand that
they are a vital part of the solution. The
software alone will not fix all of their WFM
issues; they need to define the challenges
first. With the help of the software your
staff will then be able to change existing
processes to achieve better results.
Project Management
The Project Manager from your software
provider will be your main point of
communication throughout the partnership.
They will tell you what needs to be done
and when, to make the process smooth and
efficient from the start.
Make sure you keep in touch with your
software provider and listen to your team.
If there are issues or questions unanswered
be sure to address them as early as possible.
You should only go live with the system
when you and your team feel comfortable.
Resource Management
Talk to your Software Provider – they will
know who needs to be involved, when they
are needed and on average how much
time they will be spending on the project.
Your team’s involvement will usually focus on
providing the information needed to build the
new system. The team should be prepared
and the information readily available.
After the setup, an additional day is spent on
deciding the configuration and defining the
parameters and new processes for your team.
After a final day spent on training, your team
should be ready to switch systems.
Parallel Run Period – both the old and new
systems are run at the same time to make
sure the new system is producing accurate
data. Once you are comfortable with this,
you will switch systems. The more efficient
and thorough you are during the information
collection and process review period, the
smoother and quicker this stage will be.
Go Live – By this stage everybody
should be doing their normal day-to-day
operational duties again. As with all new
processes and systems, things will take a
little longer the first few days due to any
insecurity or challenges that arise. Plan to
have a short meeting at the end of each
day in the first week or two, to talk about
the questions and issues.
Post Go Live – WFM software is designed
to make operational life easier and so after
the first few days of getting used to the
system, you should quickly be able to see
a vast change in time spent on scheduling,
approving hours and processing payroll.
Change Management
Change is never easy and it has to be
managed very diligently in order to get
everyone on board and working with you
to use the new WFM system to its full
potential.
Communicate with everyone – Workforce
Management has a reputation for bringing
job losses, so make sure your line people
understand that it’s about efficiencies and
streamlining, not getting rid of people.
Involving all your employees in the project
is the only way to ensure team buy-in.
Explain to your people the benefits that
they will be able to feel and how it will
make their lives easier.
Let some of your line managers /
employees champion the change and be
part of the project, it is easier to accept
change if you are involved in it.

10. Summary
Today, WFM solutions can be installed more quickly, inexpensively
and to greater effects thanks to software refinements, built-in
industry bestpractices and advanced deployment methodologies.
These factors significantly speed up the time organisations take to
benefit, and reduce the risks associated with change management.
Planning the implementation is the key to quickly reaping the
benefits of a WFM solution. This requires organisations to establish
the Business Case a solution will address and communicate and
manage the change with all employees.
Many organisations are concerned that implementing a new WFM
system will take resources away from their business and cause
organisational upheaval. By understanding the motivation and
results behind WFM and involving your team in the process, there’s
no need to take risk.
Managed correctly WFM technology can only bring savings, productivity
improvements and greater visibility to decision-makers.

11. Contact us for more information on RITEQ Workforce Manager or Analytics Solutions
1300 763 995 or +61 2 9317 2311 • sales@riteq.com.au • www.riteq.com.au
Melbourne
Suite 6003, Level 6
Westfield Office Tower
619 Doncaster Rd
Doncaster
VIC 3108
Brisbane
Suite 6.15 - 6.16
429 - 441 Logan Rd
Stones Corner
QLD 4120
Perth
Level 1
Unit 4D
1 Wise St
Joondalup
WA 6027
Sydney
Area 1, Level 1
Building 3
190 Bourke Rd
Alexandria
NSW 2015