System integration challanges in Workforce Management
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The document discusses the integration of workforce management (WFM) systems with other applications to enhance operational efficiency and customer satisfaction in various industries. It highlights the importance of careful planning, understanding organizational priorities, and designing for robustness to overcome challenges related to system integration. Additionally, it addresses the need for ongoing maintenance and collaborative decision-making to cater to the evolving needs of users and stakeholders.
System integration challanges in Workforce Management
- 1. Integrating Work Force Management (WFM) with complementary systems Unleashing the collective potential April 2012
- 2. “Enhancing the performance of field staff, reducing customer fulfillment costs …...” …..and multiplying efficiencies by creating a system that can handle the complex workflows of workforce management using real-time data while simultaneously being user- friendly and easy to use
- 3. “The Carriers, have found opportunities in multiple applications across education, health, finance, enterprises, gaming, entertainment to boost the revenues.” “…. There is a proliferation of devices and customer premises equipment (CPE). And as we move to triple and quad play, the data pipes will become huge and the present-day value added services will become the core services. ”
- 4. “The challenges for the service providers are and will continue to multiply with every new offering, services and user applications; sometimes exponentially. ……..” ........ Spoilt for choices, the customers are placing more and more emphasis on providing high quality uninterrupted service sometimes across multiple screens and locations.
- 5. “As operating budgets shrink, carriers are relying on operational efficiencies to boost the bottom lines.……..” ........ WFM is one system of carriers’ ecosystem that is capable of meeting the dual objective of bringing operational efficiencies by optimizing workforce and improving customer satisfaction by reducing fault detection and service delivery time.
- 6. Today, most of the system; that form a part of the critical workflows of field staff; work in isolation with other systems Integration for Delivering business value Business Benefits •Completing the automation loop and filling •A reduction in the response-time by the lacunas. approximately 25% •Unleashes the untapped potential of •Repeat service drop by 38% applications to meet the dynamic planning E.g, allowing for timely feedback or quicker needs of demand-oriented multi-skilled rescheduling for repeat jobs; the decision environments makers can take better decisions on field force; effectively. Proprietary & Confidential. ©Aricent Group 2011 6
- 7. Integration of WFM with key applications provides for the much needed cohesivness.
- 8. System integration brings the much WFM System integration strategy starts with defining the key desired evolution of objectives, existing systems, workflows and workload and leads the application and to a system that will cater to the specific and emerging needs of the business. processes • It however comes with its own set of challenges that can turn into important obstacle if not planned for in advance. • System integration requires careful planning and a deep understanding of organizational priorities. • It will be long iterative process where feedback from multiple sessions like scope, feasibility and budget will be continuously incorporated. 8
- 9. System integration requires careful planning, deep understanding of organizational priorities and managing the challenges
- 10. It is important to define the scope. Multiple business units are always vying for the same IT budget • Invest time to build an understanding of user requirements, challenges, immediate priorities and long term goals. • It is important to understand what needs to be done and minimize the clamor. • The most pragmatic approach under these circumstances is to plan for with system integration in phases and addressing various sets of challenges as you go.
- 11. Conduct a thorough System integration uses not only technical feasibility WFM components but also a large number of existing components designed under different set of requirements, objectives, assumptions, fault tolerance, reliability and security protocols. • A good design can help you get through the challenges of system incompatibilities - inadequate APIs, non-coherent data structures, partial interoperability-where it is almost impossible to trigger a command into one system from another; different reliability and uptimes, anarchy issues where subsystems have different methods of authorization authentication and user rights management. • It helps to include the existing vendors at the feasibility and planning stage itself. .
- 12. Design for robustness The key design challenges will be to avoid introducing the system instabilities when faults and failures in one component cascade along, leading to system wide failures. • Thus SI design must be capable of isolating and shunting out the problem system from other as needed.
- 13. Budget is the most common pitfall. It is necessary to budget not just for SI but also for ongoing maintenance and testing for new links that can make the structure more complex.
- 14. Good governance is a critical enabler ….and fundamental component of any SI initiatives. • To overcome this challenge, emphasis should be laid on collaborative decision-making given the evolving user needs and typically large number and diversity of stakeholders and applications with multi- dimensional linkages.
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