No boundaries: How to use time and labor management technology to win the race for Pro?ts and productivity

P1: JYS

FM JWBT098-Dipietro May 6, 2009 10:23 Printer: Yet to come

vi

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

Additional Praises for

No Boundaries: How to Use Time and Labor

Management Technology to Win the Race for

Profits and Productivity

“In our current economic climate, every employer should seriously evaluate

what workforce management tools are necessary to ensure that the business

is managed effectively and efficiently. This book was not written to sell the

next latest and greatest tech tools to manage time and attendance. Instead,

Disselkamp very effectively provides guidance regarding what workforce

management tools should be in place and how you as an employer can

ensure that the use of these tools positively impacts your organization’s

bottom line.”

—Andy Brantley, President and Chief Executive Officer, College and

University Professional Association for Human Resources (CUPA-HR)

“The concepts and ideas presented in this book are very timely as today’s

organizations face serious difficulties effectively managing and using large

volumes of data readily available in an increasingly complex corporate, gov￾ernment, and non-profit world. Workforce Management Technology offers a

“holistic approach” for organizational management, thereby increasing pro￾ductivity and higher return on technology investments and transparency.”

—Jorge Haddock, Dean, School of Management, George Mason University

“As an experienced government and industry executive, I have learned that

labor costs drive business results. Lisa Disselkamp reveals the potential for

using Time and Labor Management Technology to meet profit goals for a

business or cost targets for a government entity. Lisa provides insights and

subject matter advice that is smart, useful, and strategic.”

—Fred Schobert, Award-winning government manager of large and

complex programs and Fortune 500 industry executive responsible

for meeting business-line revenue and profit goals

“Lisa Disselkamp offers sound advice for the successful implementation

of Time and Labor Management Technology. Her focus on deploying ev￾erywhere, changing the workflow, capturing the benefits, auditing, and

gathering the right data from the beginning, match my own experience in

healthcare IT implementations.”

—John D. Halamka MD, CIO, Beth Israel Deaconess

and Harvard Medical School

i

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

ii

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

No Boundaries

iii

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

iv

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

No Boundaries

How to Use Time and Labor

Management Technology to Win

the Race for Profits and

Productivity

LISA DISSELKAMP

John Wiley & Sons, Inc.

v

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

Copyright
C 2009 by Lisa Disselkamp. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

The first edition of this book, Working the Clock: How to Win the Race for Productivity

and Profits with Workforce Management Technology, was published in 2007.

No part of this publication may be reproduced, stored in a retrieval system, or

transmitted in any form or by any means, electronic, mechanical, photocopying,

recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the

1976 United States Copyright Act, without either the prior written permission of the

Publisher, or authorization through payment of the appropriate per-copy fee to the

Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923,

(978) 750-8400, fax (978) 750-4470, or on the web at www.copyright.com. Requests to

the Publisher for permission should be addressed to the Permissions Department, John

Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011,

fax (201) 748-6008, or online at http://www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their

best efforts in preparing this book, they make no representations or warranties with

respect to the accuracy or completeness of the contents of this book and specifically

disclaim any implied warranties of merchantability or fitness for a particular purpose. No

warranty may be created or extended by sales representatives or written sales materials.

The advice and strategies contained herein may not be suitable for your situation. You

should consult with a professional where appropriate. Neither the publisher nor author

shall be liable for any loss of profit or any other commercial damages, including but not

limited to special, incidental, consequential, or other damages.

For general information on our other products and services or for technical support,

please contact our Customer Care Department within the United States at (800)

762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002.

Wiley also publishes its books in a variety of electronic formats. Some content that

appears in print may not be available in electronic books. For more information about

Wiley products, visit our web site at www.wiley.com.

Library of Congress Cataloging-in-Publication Data:

Disselkamp, Lisa, 1962–

No boundaries : how to use time and labor management technology to win the

race for profits and productivity / Lisa Disselkamp.

p. cm.

Includes index.

ISBN 978-0-470-49706-7 (cloth)

1. Personnel management—Technological innovations. 2. Success in business.

I. Title.

HF5549.5.T33D57 2009

658.3–dc22

2009005658

Printed in the United States of America.

10 9 8 7 6 5 4 3 2 1

vi

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

To my husband, Ed

vii

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

viii

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

Contents

Foreword xiii

Preface xv

Acknowledgments xix

PART I THE EMERGENCE OF WORKFORCE MANAGEMENT

TECHNOLOGY AND WHAT IT CAN DO FOR YOUR

BUSINESS 1

CHAPTER 1 How I Got Started in Time and Labor Management

Technology 3

An Uncharted Career Path Takes Off 3

A New Time and Attendance Opportunity Presents

Itself 12

CHAPTER 2 Using Labor Data Technology to Better Run

Organizations 15

What Is the Perfect Setup for Managing Your Business? 15

The Evolution of Business Technology 26

The Need for WMT Exists in Every Market Sector 42

CHAPTER 3 Labor Data—A Device Used to Achieve Financial

Goals and Maximize Profits 57

The Power of WMT Will Change Expectations 57

Use WMT to Manage Budgets Today 68

Eliminating Blank-Check Budgeting 70

WMT Controls Costs and Manages the Complex 75

ix

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

x Contents

Automated Workflow Offers Direct and Indirect

Financial Benefits 83

Is a New Time and Labor Management System Right

for Us? 87

CHAPTER 4 Using Workforce Management Technology to Enhance

Operations, Quality, and Compliance 91

Operations: The Greatest Impact 91

Delivering the Right Tools and Data 96

The Forgotten Areas: Attendance and Leave

Management 103

Compliance Is a Growing Concern 111

CHAPTER 5 How Automated Systems Make Life Easier 123

Configurable Software Supports Complex Rules 123

Historical Edit Features Maintain Accuracy in Any

Time Frame 124

Group Edits Make Life Easy 125

Reason and Comment Tracking 125

Error Reporting Is the Sonar of WMT 127

Calendars Reveal Chronic Tardiness and Absences

Easily 128

Make Tracking Operational Issues Routine 129

Manage Holiday Complexity 130

Automate Administering Long-Range Programs 132

Calculate Paid Days Off 133

CHAPTER 6 The Human Side of Technical Implementations 137

You Must Understand Your People 137

Treat Employees Well 142

Know How to Change Behavior 151

CHAPTER 7 The Many Benefits of Workforce Scheduling

Technology 155

The Science of Workforce Scheduling 155

How a Scheduling System Accomplishes Its Goals 162

Budget and Schedule in a Dynamic Environment 171

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

Contents xi

PART II WORKFORCE MANAGEMENT TECHNOLOGY

SYSTEMS AND INSTALLATION CONSIDERATIONS 177

CHAPTER 8 Adding Value to Data through Collection, Storage, and

Distribution Techniques 179

Data Is for Everyone, Everything, and Everywhere 179

You Cannot Manage What You Cannot See 190

Evaluate the System’s Components 194

Scalability—Can the System Adjust? 202

CHAPTER 9 System Mission and Communications 209

What Is the System Here to Do? 209

Ensuring Actionable Feedback 216

Sell the Benefits of the New System 218

PART III FROM CONCEPT TO PROJECT 223

CHAPTER 10 The Need for a Business Case 225

The Value of Creating a Business Case 225

Laying the Groundwork 226

Why This Process Makes Sense 233

Business Case Development Is a Team Effort 234

A Good Business Case Is Both a Map and

a Contract 244

Be Thorough—Don’t Be Set Aside 245

CHAPTER 11 What to Look for and Consider 247

Focus on Benefits and Consider the Alternatives 247

Look Out for Hidden Practices 248

Where Should the Different Types of Data Reside? 250

The System Should Be a Platform 255

Access and Security Issues 265

Software as a Service (SaaS)—Hosted Solutions Have a

Lot to Offer 267

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

xii Contents

CHAPTER 12 Creating a Mission-Based Workforce Management

Technology System 269

The Business Case Defines the Mission 269

Cost Should Be Related to Value 277

Final Thoughts 282

APPENDIX A A New Path for Payroll Professionals 285

The Evolution of Payroll and HR 285

Where Is Payroll Today? 286

Why Payroll and Human Resources Have Evolved so

Differently 286

Payroll Should Be Positioned as a Strategic Player 288

APPENDIX B Especially for Owners and C-Level Executives 293

About the Author 297

Index 299

P1: SBT/XYZ P2: ABC

fm JWBT112-Disselkamp May 4, 2009 7:36 Printer Name: To Come

Foreword

I

n today’s ever-changing economy, the area of spend (commonly referred

to as “labor”) is both the most scrutinized and nonmeasured category

in organizations both large and small worldwide. As Human Resources,

finance, and operations professionals deal with shrinking budgets, a rapidly

changing workforce, and, most important, a focus on doing more with

less, the measures and metrics that are outputs of workforce management

become the crucial elements in executives’ key performance indicators and

executive dashboards on a daily basis.

These factors, combined with the changing technology dynamics, the

changing demographic of the workforce, and a focus on global economies,

make workforce management and the transformation, automation, and op￾timization of the function one of the most important functions in many

boardrooms.

In this new edition of her book, Lisa Disselkamp does an amazing job

of giving readers a tour through this fascinating world in a clear, succinct,

and action-oriented approach. She begins by helping us understand what

the impact of labor data can truly be on an organization. She then drives us

to challenge our collective selves to realize that any organization, small or

large, has a need for automation of these processes. Another key concept

that Lisa drives home in the first part of No Boundaries is the realization that

these types of automation and technologies do not just benefit the typical

human resource and payroll departments, but do and will have a continued

impact on operations and lines of business on a daily basis.

One of the major misnomers around workforce management technol￾ogy and automation that needs to be dispelled is that the only organizations

that benefit from automation are traditional blue-collar, hourly workers. As

the world continues to shift from a manufacturing economy to a knowledge

economy, the need for managing, measuring, and optimizing labor is actu￾ally even more important. In a manufacturing economy, the automation of

time entry, rules administration, and accurate labor laws are important and

will continue to be served by these types of technologies. Going forward,

the measurement and metrics around true professional services work, such

as number of customers served during a shift, the number of hours worked

xiii