IBPAP General Membership Meeting February 28, 2014 Tonight’s Agenda Welcome Remarks Sponsor Presentation President’s Annual Report Jomari Mercado, IBPAP President and CEO Induction of New Members Dinner / Networking 1 Welcome Message 2 Sponsor Presentation 3 Workforce Management for BPOs WinWorks 2nd Flr., Ricogen Bldg. 112 Aguirre St. Makati City 1229 Ofc +63 2-556-3389 Cell +63 917-502-1027 [email protected] www.win-works.com Outsource Network 2nd Flr., CIBI Information Ctr. 3308 Zapote Street Makati City, 1205 Ofc. +63 2-548-4766 Cell +63 906-308-3130 [email protected] www. outsource-network.com Why Workforce Management (WFM)? 5 Workforce Management for BPOs February 28, 2014 BPO Challenge  Low Margins  High HR costs squeezing profits  Incurring penalties due to unmet service levels  Recruitment & Retention  Industry-wide competition for skilled agents resulting in higher recruitment costs  High attrition rates due to high agent demand  Agent turnover resulting in high training costs 6 Workforce Management for BPOs February 28, 2014 The Solution: WFM  Use Workforce Management (WFM) to lower HR costs while meeting or exceeding service levels  Improve overall satisfaction with work shift scheduling that meets client demands while meeting work rules and employee preferences  Make “employee preference” an effective policy to differentiate your company to recruit best talent. 7 Workforce Management for BPOs February 28, 2014 WFM Goal # of staff Required staff Assigned staff Under-staff hours Over-staff hours Service hours Hour Minimize over-staff & under-staff hours 8 Workforce Management for BPOs February 28, 2014 Client Case Study: Complex staff and shift variations can be quickly optimized. Before & After 必要人員 Required Improve Match to Traffic 現行 Current Before 20 18 16 14 12 10 8 6 4 2 0 Total working hours = 5,914 MTT working hours = 4,794 MTT efficiency 81% 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 必要人員 Required 現行最適化 Current Optimized After 20 18 16 14 12 10 8 6 4 2 0 Total working hours = 5,633 (-281) MTT working hours = 5,256 (+462) MTT efficiency 93% 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 120 part time staff with 140 shift variations 9 Workforce Management for BPOs February 28, 2014 Why WinWorks One (WWO)? 10 Workforce Management for BPOs February 28, 2014 Reference Accounts Benefit Industry  Name brand boutique  Sales increase by 5.8%  Enhanced fairness of work shift assignment  Hotel F&B  Work hours reduction by 13.3%  Overtime reduction by 50%  Senior Care Hospital  Fairness increase of nurses and care-workers  Improved retention rate  Mobile phone retail chain  Work hours reduction by 5%  Maintaining proper service availability  Work hours reduction by 10%  Dramatic reduction of work time for roster  Call Center 11 Workforce Management for BPOs generation February 28, 2014 Media picks WinWorks One as leading WFM solution Okura Frontier Hotel Tsukuba Reduce total work hours by 13.3% 12 Workforce Management for BPOs Laura Ashley Japan Improve service hours by 10% February 28, 2014 Proof of Concept (POC) with  WinWorks One (WWO) now being used by Outsource Network.  Initial 1-month trial was set-up as POC.  WWO generated new optimized roster which was compared to old manually-generated one.  Results:  Saved 14 hours per week in roster generation  Lowered HR costs by 28%  Outsource Network decided to be a dealer/partner. 13 Workforce Management for BPOs February 28, 2014 Outsource Network 14 Workforce Management for BPOs February 28, 2014 WINWORKS ONE Advantages 15 Workforce Management for BPOs February 28, 2014 Advantage 1: High Speed Technology Patent for MIP = Mixed Integer Programming j k Staff wijk Constraintw example  MINIMUM i  DAYS : Compressed model for fast calculation   jTEAM kSHIFTS ijk MINIMUM  0 i  DAYS , j  TEAM , k  SHIFTS : wijk  {0,1} week or month Days i Faster Speed for Creating More “What If ” Scenarios 16 Workforce Management for BPOs February 28, 2014 Advantage 2: Rule Flexibility Rule instances Rule templates Rule: 101 d=SCDAY KV=MNGR WV=L21, F21 N=1 Rule: 101  KVm  S mdc  WVc   N m c MIP Solver On stock counting day, at least one manager works at 9PM. Built-in templates are available for all users WINWORKS ONE Rule Database Setting parameters in a template 17 • User can easily define rules • Rule template can be extended to add any custom rules • No need for source code changes to change rule set Workforce Management for BPOs February 28, 2014 Advantage 3: Full Web Application CAPEX = minimal. OPEX = pay only for what you use.. Firewall Mobiles Database Server 18 Web Server Workforce Management for BPOs Laptop / Desktop February 28, 2014 WinWorks One Summary:  High Speed  Patented solution generates timely work shift schedules  Allows generation of multiple what-if scenarios  Rule Flexibility  Supports infinite rule variations & adapts to dynamic work rule changes  Provides for employee preference.  Web-Based  Pay as you use. No major HW & SW expense.  Full web application enables plug-and-play deployment 19 Workforce Management for BPOs February 28, 2014 20 Workforce Management for BPOs February 28, 2014 In partnership with Outsource Network 21 Workforce Management for BPOs February 28, 2014 Workforce Management by WinWorks One THANK YOU! WinWorks Philippines 2nd Flr., Ricogen Bldg. 112 Aguirre St. Makati City 1229 Ofc +63 2-556-3389 Cell +63 917-502-1027 [email protected] www.win-works.com Outsource Network 2nd Flr., CIBI Information Ctr. 3308 Zapote Street Makati City, 1205 Ofc. +63 2-548-4766 Cell +63 906-308-3130 [email protected] www. outsource-network.com President’s Annual Report 23 IBPAP Annual Meeting President’s Report February 28, 2014 impact jobs 2013 employment largest private sector job creator by the numbers US$ billion 2013 IT/BPM Revenue by the numbers Roadmap 2016 Direction for talent initiatives    Enabling ecosystem initiatives Definition of talent development priorities Separation into near term must-have versus long- term initiatives Suggestion on potential approaches and programs Talent     View on incentive program Role of Next Wave Cities™ Legal and regulatory environment Capital availability Ecosystem Road Map 2016 Articulate role of IBPAP  Suggest organizational and “role” changes to support Road Map 2016 targets and initiatives Role of IBPAP Marketing and Branding Highlight key positioning and marketing priorities   Prioritize key markets and services Review competitor messaging Talent Development Programs Government-funded scholarships worth Php400M generated 47,445 jobs for the sector CHED Funded SMP Training • • • Technological University of the Philippines 23 Language trained Teachers Tarlac State University 33 SMP trained Teachers 8 Language trained Teachers Polytechnic University of the Philippines 12 SMP trained in SMP 4 Language trained Teachers 89 Students trained in SMP • • • • • • • • Cavite State University 23 SMP trained Teachers 3 Language trained Teachers Batangas State University 15 SMP trained Teachers 63 Language trained Teachers 802 Students enrolled in SMP Laguna State Polytechnic University • 41 SMP trained Teachers • 6 Language trained teachers • 2987 Students enrolled in SMP * 17 SUCs included in the project 185 Teachers trained in SMP 151 Teachers trained in the Language Tracks 4,203 Students enrolled in SMP (AY2013-2014) • Philippine Normal University 21 Language trained Teachers Negros Oriental State University • 61 SMP trained Teachers • 23 Language trained Teachers • 325 Students enrolled in SMP SMP Participating Schools Enabling the Ecosystem • Worked closely with Congress on bills affecting the industry • PEZA partnership on expanded list of inclusions for 5% preferential tax rate on GIE (Gross Income Earned) • Crafted LGU Regulatory Openness Rating • Participation in Next Wave Cities Roadshow • Revived HR Champions Circle • Strong Legislative Committee Marketing & Branding • • • • IBPAP – name and logo change Successful staging of 5th International Outsourcing Summit Participated in Partner Association conferences Led Trade delegations to Tokyo, Sydney, Auckland and Singapore Thought Leadership • Enhanced relationship with government partners • • • • • DOST / ICTO DTI / BOI CHED / DepEd TESDA DOLE • Continue to build relationships with the Academe • Engage the press and use PR to enhance the image of the industry • Stronger bonds with partner associations IBPAP Leadership Team President & CEO Jomari Marketing & Research Gigi Regular: 4 Project Based: 0 Consultant: 1 Total: 5 Talent Development Penny Regular: 3 Project Based: 10 Consultant:3 Total: 16 Summary Total Regular Employees: 21 Total Project Based Employees: 18 Total Consultants: 7 IBPAP Headcount: 46 External Affairs & Membership Genny Finance & Shared Services Ron Regular: 3 Project Based: 0 Consultant: 0 Total: 3 Regular: 6 Project Based: 8 Consultant: 2 Total: 16 Human Resources Acie Regular: 4 Project Based: 0 Consultant: 1 Total: 5 Road Map 2016 Talent Ecosystem Thought Leadership Marketing & Branding One Million by the numbers growth million direct employment by 2016 by the numbers US$ billion 2016 IT-BPM Revenue by the numbers Thank you!! IBPAP Quality Council Updates February 28, 2014 Lean Six Sigma Scholarship Program Participating Members Induction 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 Thank You 61