View source for Auditing WFM

[[Category:Forecasting]]
== Auditing Our WFM Operations==

A key theme in the [[Functional_Integration]] dimension of a [[World_Class_Forecasting_Organization]] is **Accountability**.  To maintain an world class forecasting organization, frequent audit checks should be run against both process and data output from the WFM organization.  Monthly audits against the regional business steps should be conducted to ensure an environment of continuous improvement is being fostered. A list of [[WFM Audit Recommendations]] will be published and maintained through the ROC Wiki.

=== Regional Checklist===

Attached is a troubleshooting checklist that serves as a tool to facilitate examination of processes and proceedures within the WFM organization.
{| {{table}} border="1" cellspacing="0" cellpadding="5"
| align="center" style="background:#f0f0f0;"|'''Area'''
| align="center" style="background:#f0f0f0;"|'''Troubleshooting Question'''
| align="center" style="background:#f0f0f0;"|'''Yes'''
| align="center" style="background:#f0f0f0;"|'''No'''
|-
| Forecasting ||Do you have a forecasting process in place? ||Yes ||No
|-
| Forecasting ||Does the forecasting process include a post-analysis improvement step? ||Yes ||No
|-
| Forecasting ||Is someone (or a small group of people) accountable for the forecasting process? ||Yes ||No
|-
| Forecasting ||Do the individuals accountable for the forecast have the necessary data (e.g. Talk time, after-call work, average handling time, call load?) ||Yes ||No
|-
| Forecasting ||Does the forecasting process involve individuals across the organization? ||Yes ||No
|-
| Forecasting ||Was the forecast within +/- 5% of call load, by half-hour interval? ||Yes ||No
|-
| Forecasting ||Does the forecast include all channels of communication (mail, email, fax and ACD phone) ||Yes ||No
|-
| Forecasting ||In the forecast, do you have the right average handle time for each channel of communication? ||Yes ||No
|-
| Forecasting ||Have you identified specific transaction types (e.g. billing, sales, retention, repair, tier) for each channel of communication? ||Yes ||No
|-
| Forecasting ||Do agents understand how to use the after call work mode? ||Yes ||No
|-
| Forecasting ||Are exceptions in historical data annotated and neutralized? ||Yes ||No
|-
| Forecasting ||Is the forecast adjusted for new agents and/or when the call mix is changed? ||Yes ||No
|-
| Forecasting ||Is the forecast based on reality (NOT goals) for AHT? ||Yes ||No
|-
| Forecasting ||Is there a process in place for blending in judgment? ||Yes ||No
|-
| Forecasting ||Do you forecast for the total work load not just the call load? ||Yes ||No
|-
| Scheduling ||Are you confident you are using the appropriate formula to calculate staff (Erlang C / Computer simulation through WFM software) ||Yes ||No
|-
| Scheduling ||are you confident that your calculations are based on the appropriate time frame (e.g. half-hour, five minutes for peaked traffic ||Yes ||No
|-
| Scheduling ||Were separate calculations done for each agent group? ||Yes ||No
|-
| Scheduling ||Do you consistently review your group design to determine if it is too simple or too complicated? ||Yes ||No
|-
| Scheduling ||Does hiring and training consider your group design? ||Yes ||No
|-
| Scheduling ||Are your agent groups too large or too small? ||Yes ||No
|-
| Scheduling ||Do you have systems that identify, route and track transactions for each channel of communication? ||Yes ||No
|-
| Scheduling ||Was non-phone work accounted for? ||Yes ||No
|-
| Scheduling ||Are you considering many different scheduling alternatives, such as: ||Yes ||No
|-
| Scheduling ||Conventional, staggered, concentrated, & split shifts? ||Yes ||No
|-
| Scheduling ||Adjusted breaks, lunches and training? ||Yes ||No
|-
| Scheduling ||Utilization of part-time resources? ||Yes ||No
|-
| Scheduling ||Overtime or Voluntary Time Off? ||Yes ||No
|-
| Scheduling ||Telecommuting? ||Yes ||No
|-
| Scheduling ||Do you solicit input from everyone involved in scheduling (e.g. agents, forecasters, supervisors) ||Yes ||No
|-
| Scheduling ||Do you review schedule horizons to determine if it is too short or too wide? ||Yes ||No
|-
| Scheduling ||Do you have a good balance between \"too flexible or not flexible enough\" when making adjustments? ||Yes ||No
|-
| Scheduling ||Do you make sure you Do not experience deficiencies from bidding by seniority? ||Yes ||No
|-
| Scheduling ||Does agent performance factor into at least 75% of shift bid determination? ||Yes ||No
|-
| Scheduling ||Do you make sure that all the newest agents are NOT assigned to the newest supervisors? ||Yes ||No
|-
| Scheduling ||Are agents with ONLY compatible skill sets exchanging schedules / shifts? ||Yes ||No
|-
| Scheduling ||Do you have a real-time escalation process in place that is in writing and understood by CAEs and Supervisors? ||Yes ||No
|-
| Scheduling ||When choosing what to include as exceptions, are you following the standardized list in the WFM design? ||Yes ||No
|-
| Scheduling ||Do you manage around each half-hour rather than around daily averages? ||Yes ||No
|-
| Scheduling ||Do you make adjustments in front of thresholds and behind thresholds (or just behind) ||Yes ||No
|-
| Scheduling ||Are you measuring and managing adherence to schedule? ||Yes ||No
|-
| Scheduling ||When examining adherence, are you measuring how much AND when? ||Yes ||No
|-
| Scheduling ||Do you agents buy-in to adherence? ||Yes ||No
|-
| Scheduling ||Do your supervisors provide coaching on adherence to schedule? ||Yes ||No 
|-
| Real-Time ||Does RTA have goals assigned for SL & Adherence? ||Yes ||No 
|}