10 Key Considerations for Customer Readiness in Starting a Workforce Management Project

In my 30 years of experience in workforce management, gained from roles at companies such as Sainsbury’s, BP, and UKG, I have been involved in numerous successful – and some less successful – workforce management (WFM) projects. Through these experiences, I have identified several key considerations crucial for starting a WFM project. Whether you are leading a small startup or managing the complexities of a large enterprise, embarking on a WFM project requires meticulous planning and preparation. To lay the groundwork for success, it is essential for customers to be thoroughly equipped and prepared for the journey ahead. 

Here are my ten essential considerations to ensure customer readiness when initiating a Workforce Management project: 

Clear Objectives 

Before venturing into any workforce management project, it’s important to define and fully understand your objectives and key deliverables. Whether it is bolstering and improving scheduling efficiency, fostering employee engagement, streamlining costs, or empowering your management teams with a tool which enables effective leadership of their teams, having defined attainable goals is paramount. These objectives will serve as your guiding light throughout the project lifecycle and at key decision points throughout the project should be used to check in against.  

Stakeholder Buy-In 

Gaining the support of key stakeholders is pivotal for project success. From executives to frontline staff, securing buy-in early on is essential. Engage stakeholders, address concerns, and articulate the benefits of the project to garner unwavering support and alignment. Having a clear communication strategy that underpins this will maintain engagement throughout the project lifecycle. 

Programme / Project team  

Securing and setting up your programme / project team roles and responsibilities (RACI) internally and within the overall delivery team, will make sure you are set up succeed from day 1. Defining your team structure, alignment, and availability to deliver the activities as per the agreed plan together, with having the right skill set and knowledge will support a smoother project delivery to time and cost.   

Technology Infrastructure and Data  

Evaluate your existing technological infrastructure to ascertain its compatibility with the demands of your workforce management project. Consider factors such as scalability and integration capabilities with your chosen WFM software solutions. This together with access to accurate and comprehensive data is the bedrock of effective workforce management. Ensure that all pertinent data, used to inform your forecasting, scheduling, people availability and performance metrics, is readily available and meticulously organized. Upholding data integrity and security will foster trust and compliance to your new routines.  

Process Alignment 

Harmonising workforce management initiatives with existing business processes is imperative for seamless implementation. Evaluate current workflows, pinpoint areas for enhancement and change in your internal processes and what needs to be configured in your WFM solutions to dovetail with your organisation’s unique needs, compliance requirements and workflows. 

Change Management Strategy 

Implementing WFM solutions often necessitates significant changes in workflows and roles. Devise a comprehensive change management strategy to facilitate a smooth transition. Provide training, engagement, resources, and ongoing support structure to cultivate a culture of adaptability and minimise resistance. 

Performance Metrics 

Establish key performance indicators (KPIs) firstly to gauge the progress and efficacy of your WFM project for delivery to time & cost. Secondly define your ongoing business metrics which are aligned with your business objectives, from forecasting accuracy to workforce utilisation to schedule adherence, monitor these metrics rigorously to glean insights and drive informed decision-making, together with being able to demonstrate the ROI. 

Regulatory Compliance 

Ensure that your workforce management project adheres to pertinent labour laws, regulations, and industry standards. Stay abreast of regulatory changes, spanning employee scheduling laws to data privacy requirements, and adapt your WFM practices accordingly to mitigate legal risks. 

Flexibility and Adaptability 

Flexibility is the cornerstone of effective workforce management. Infuse your strategies with agility to accommodate shifting business dynamics, seasonal fluctuations, and unforeseen disruptions. Leverage WFM tools and techniques that facilitate real-time adjustments and resource optimisation. 

Continuous Improvement 

WFM is a journey of perpetual refinement. Foster a culture of continuous improvement within your organisation, where feedback is embraced, and innovation is encouraged. Regularly review WFM processes, solicit input from stakeholders, and iterate to drive greater efficiency and effectiveness. 

In conclusion, launching into a WFM project demands meticulous preparation and proactive planning. By considering these ten key factors for customer readiness, organisations can lay a robust foundation for success and unlock the full potential of their workforce management initiatives. 

Are you ready to take the next step in optimising your workforce management processes? Reach out to us today for expert guidance and support. Request a free consultation with one of our workforce management experts and let us help you navigate the complexities of your WFM project. Together, we can drive efficiency, enhance productivity, and empower your organisation for success. 


By Donna Stephenson – Practice Manager EMEA