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Service intense organizations are challenged with an increasing competitive market within the bounds of a recovering economic climate. For some organizations, attention has been directed to product enhancement whole others direct their attention to talent development. Yet, there are a variety of strategies that cannot only drive fiscal health, but achieve improvement in service capability. Workforce management or centralized scheduling is a powerful stratedgy that will maximize labor while driving improved service capability. The process of successfully implementing this strategy has been convoluted and this workshop or panel discussion will discuss and provide essential steps necessary to launch and sustain this strategy that requires a cultural and managerial culture change with alignment from the top, down through the organization.

workforce management, demand-based scheduling, service capability