Authored by: Juanita Coley
Guest Interview: Chafik Abdellaoui
Hey there, WFM folks! Welcome back to another exciting edition of Tipsy Thursdays, your go-to source for all things WFM, EX, and CX!
Today, we’re diving deep into the impacts of WFM (Workforce Management) and QM (Quality Management) and debunk some common myths surrounding them.
These two pillars play a significant role in shaping the efficiency and effectiveness of your operations.
So, grab your cup of coffee, tea, or whatever that keeps you awake (LOL!), settle in, and let’s explore the fascinating world of WFM and QM together!
Understanding WFM and QM
Let’s start by understanding what WFM and QM are first. Workforce Management focuses on optimizing the productivity and efficiency of a company’s workforce.
It involves tasks such as scheduling, forecasting, and monitoring employee performance to ensure that resources are utilized effectively. On the other hand,
Quality Management is all about maintaining and improving the quality of products or services offered by a company. This includes processes like monitoring
customer interactions, identifying areas for improvement, and implementing quality standards.
Myths Surrounding WFM and QM
Now, let’s address some of the misconceptions about WFM and QM. One prevalent myth is that these two functions cannot collaborate effectively.
However, the truth is that WFM teams and QM teams should not only be working together but collaborating closely. When they fail to do so, it often leads to
misunderstandings and creates unnecessary barriers between departments. These myths often stem from bad experiences or misinterpretations of the roles
of WFM and QM within an organization.
At the core, both WFM and QM are not about micromanaging or penalizing employees for minor infractions. Instead, they are aimed at maximizing outcomes,
productivity, and resources. For WFM, it’s about empowering employees to do more and faster, while QM focuses on ensuring that they do better.
When both volume and quality of work are optimized, it directly contributes to the company’s success by increasing sales, revenue, and customer satisfaction.
Tips and Strategies to manage WFM and QM effectively
So, how can organizations ensure that WFM and QM are working harmoniously towards these goals? It all starts with understanding the “WHY” behind these functions.
Before diving into strategies and tactics, everyone involved needs to comprehend the overarching purpose. Whether it’s the managers, stakeholders, or frontline employees,
clarity on the objectives of WFM and QM is essential for alignment and success.
For instance, let’s consider the integration of AI into various aspects of operations. Many organizations are racing to adopt AI technologies without fully grasping the underlying purpose. Without a clear understanding of why they’re implementing AI, they often end up misusing or over-relying on these tools, which can lead to inefficiencies and missed opportunities.
Fundamentals are crucial, even in an era driven by innovation. While it’s important to embrace new technologies and approaches, they must be grounded in a solid understanding
of the core principles. By getting the fundamentals right, organizations can leverage innovation effectively to drive faster and better results.
In conclusion, WFM and QM are not isolated functions within an organization but integral components that contribute to its overall success. By dispelling myths, focusing on the “WHY,” and embracing innovation grounded in fundamentals, companies can harness the full potential of WFM and QM to achieve their goals. Cheers to unlocking the true potential
of workforce and quality management!
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