Leading Retail Chain Optimizes Scheduling to Improve Customer Experience and Conversion

Optimized Scheduling Implementation (National Pharmacy Chain)

Retail & Services

CHALLENGE

As one of the country’s leading retail pharmacy chains, the client wanted to maintain their competitive position in the marketplace by enhancing productivity while also providing a more consistently customer-centric experience across its stores. While the company had invested in a workforce management system, it was seeking a project approach that went beyond a sole focus on technology to help meet the company’s strategic objectives.

SOLUTION

Kronos WFM Implementation & Optimization

Workforce Insight was engaged to lead the retail client’s initiative, using a time-tested approach that focuses on implementation and optimization of the Kronos solution to meet specific business and functional requirements while also creating processes, plans and tools that maximize user adoption and promote the long-term success of the project. The successful enterprise-wide initiative included the following components:

Workforce Management Assessment

to develop a current state understanding of the company’s retail and pharmacy operations, and provide best practice future state recommendations based on the company’s business requirements

Labor Standards Development,

establishing standards that synchronize with the WFM technology for optimal effectiveness

Training Services,

including training strategy development and development and delivery of customized end-user training and reference materials

Business Process Redesign

to create efficiencies and streamline varied timekeeping and scheduling processes across stores

Kronos Implementation of Optimized Scheduling, Timekeeping, Forecasting, Budgeting, Operations Planning and Analytics

solutions across the enterprise, including comprehensive project oversight, configuration, testing and rollout support

Change Management

across the enterprise, including an Organizational Readiness Assessment and Impact Analysis; the development of a Sponsorship Plan, Communication & Training Plan, Resistance & Coaching Plan; and using Change Management Benefit Realization & Scorecard tools to monitor and measure success

CLIENT PROFILE

Platform: Kronos®

Employees

Stores

WFM SERVICES (delivered in addition to analytics services)

Implementation

Kronos Workforce Scheduler, Timekeeper and Absence
Manager Implementation (+Mobile) & Configuration Support
Training & Change Management Services

Optimization

Pay Practice Standardization/Optimization
Scheduling Standardization & Staffing Model Optimization
Labor Productivity Target Development

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