Intraday Staffing Engine for Dynamic Workforce Scheduling
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Solution Overview
Problem
Current Workforce Management (WFM) systems are inadequate in addressing intraday staffing gaps and inefficient in processing employee-initiated schedule changes, leading to sub-optimal scheduling decisions and increased administrative burdens.
Innovation Solution
An enhanced WFM system with an intraday staffing engine that dynamically generates optimized agent callout lists and wage offers based on preconfigured business rules, allowing for automated approval or denial of schedule change requests through a computer-configured interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If traditional WFM systems use manual administrator approval processes for schedule changes, then administrators can exercise control over scheduling decisions, but the process becomes inefficient and time-consuming with increased administrative burden
Solution Approach 1:
The system enables agents to self-request schedule changes through an automated interface, and the system automatically processes these requests by matching agents to open shifts based on pre-configured business rules, eliminating the need for manual administrator approval and reducing administrative burden
Solution Approach 2:
Business rules and preferences are pre-configured in the system before operation. When schedule changes are requested, the system automatically applies these pre-established rules to make scheduling decisions, avoiding the need for real-time administrator intervention while maintaining control
2Productivity
If administrators manually review and approve schedule change requests, then scheduling decisions can be made with consideration of multiple factors, but the process results in sub-optimal decisions due to lack of real-time data access and time constraints
Solution Approach 1:
The manual mechanical process of administrator review is replaced with an automated computer-based system that instantly processes schedule change requests by electronically matching agents to shifts based on business rules, eliminating time delays and improving scheduling efficiency
Solution Approach 2:
The system provides real-time feedback to agents about schedule change status and automatically adjusts schedules based on current availability and business rules, ensuring optimal scheduling decisions are made instantly rather than with delays
3Adaptability or versatility
If WFM systems forecast staffing levels in advance, then scheduling can be planned ahead of time, but the system cannot respond to intraday staffing gaps when actual demand differs from forecast
Solution Approach 1:
The system transitions from static advance scheduling to dynamic real-time scheduling by continuously monitoring actual demand and automatically adjusting schedules when intraday gaps are detected, allowing the system to adapt to changing conditions while maintaining overall scheduling structure
Solution Approach 2:
The system introduces an automated intermediary process between forecasted schedules and actual demand, using business rules as a mediator to automatically translate staffing gaps into actionable schedule adjustments without requiring manual intervention
Data Source
AI summary
A business can use an improved workforce management system which includes capabilities for supporting intraday dynamic staffing. This dynamic staffing can include identifying wages which should be offered to workers to induce them to meet the business' needs, based on, for example, historical information stored in a database. Systems which include dynamic intraday staffing can be run using remote servers and interfaces accessed through various types of devices, such as internet enabled personal computers.