Fixed Ops Magazine - 2020 Vol17 06 - 26

F EAT U RE

AI
FORECASTS
" A BETTER WAY "
To Balance Employee Scheduling and Customer Service

A

ny Fixed Ops department is trying to achieve

forward task, doing it well is not easy. A manager is

high productivity and customer satisfaction.

expected to create schedules that balance the time

What many do not realize is the potential im-

needs of employees, customers, and the business. But

pact of employee scheduling on these goals. With

what does good employee scheduling look like? How

highly variable demand on the employees along with

does a manager know when they are properly staffed?

time-sensitive customers, proper scheduling has historically been a challenging puzzle. We believe there

To answer these questions, we refer to a concept typ-

is a better way. The following illustrates how to raise

ically used in product innovation, known as Design

employee scheduling to a new level. Starting with a

Thinking. Popularized by the global design company

standard of success, followed by methods to measure

IDEO, this approach is usually applied to design and

performance, this article will conclude with how AI can

develop human-centered new products. We will apply

be leveraged to achieve optimum results for your cus-

these same principles here to design the optimum em-

tomers, employees, and business.

ployee schedule. The primary aim of design thinking is
to achieve three attributes: customer desirability, tech-

WHAT SUCCESS LOOKS LIKE
For any business, employees are the engine of success. Service departments depend on having the right
people on at the right time, to deliver value to their
customers when they need it.
The day-to-day scheduling of employees is generally handled by managers. While seemingly a straight-

26

nical feasibility, and business viability. Let's explore
what these might look like in the context of employee
scheduling.
Desirability refers to how attractive a solution is for
a potential customer. In workforce scheduling, this
means providing a schedule that ensures a business is
able to serve customers when and where the customer



Fixed Ops Magazine - 2020 Vol17 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06

Fixed Ops Magazine - 2020 Vol17 06 - 1
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