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A crucial aspect underlying mobile workforce management is the principle that the service provider and the product are inextricably linked. This means that any delay in service or dissatisfaction of the customer has a direct impact on the product and ultimately the company itself. One of the most important things in customer satisfaction is the time-delay between making the first complaint call and the arrival of the technician. Customer satisfaction also depends on whether the right technician arrived with the right tools and information about their complaint. One of the biggest challenges in workforce planning is the management of a large and scattered workforce. Today with the advent of multiple mobile devices, people prefer to work remote or freelance. While this is great in terms of cost-savings for the company, it also means a logistical nightmare for managers of virtual teams of employees spread over huge areas. Any mobile workforce management software being used by a company or business has to take into account the different schedules, capabilities, rates, expertise and accessibility of each employee. This makes scheduling a complex exercise and good software has to take these aspects into consideration while preparing the rosters. Intelligent scheduling software allows managers to make the right choices and at the right price too. However, one feature that can cause a lot of concern to managers is employee absence. Studies show that nearly 15% of a company's average payroll expenses are paid to employees who are not at work. Pay for leave that is not authorized can cause big losses while disputes about carried-over leave cause ill-will and stress. Statutory holidays/vacation absences are usually factored into workforce planning. Otherwise, there could be a scheduled absence, planned and notified ahead of time, where there is a definite start and end time to the absence, hence rostering becomes easy. If the employee is a skilled technician it may be difficult to find a replacement but many companies are willing to pay slightly higher rates for a substitute provided they know that the employee will be returning to work as per schedule. Unscheduled absences due to unforeseen circumstances like illness, accidents, personal problems etc. can be a huge problem. In case of genuine illness or unforeseen event in the family, sudden absences have to be dealt with by intelligent re-scheduling. However, this can affect the entire team and may even result in customer annoyance and ultimately, revenue and goodwill losses to the company. A good workforce management software can quickly find the right replacement and ensure that the gap is closed and the transition is smooth. It can ensure that sick-leaves are not abused by employees, reschedule to avoid under-staffing in key areas, reduce time spent by managers in tracking and management of absentees. Ultimately this improves morale all round and creates a stress-free environment for customers, technicians and management.
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Mobile, Mobile Workforce, Mobile Workforce Management,
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