Providing the best service for the customer

Consequent customer orientation is the key to success in the service sector. This success depends on employees who will only provide outstanding service if they are highly motivated. The aims of personnel planning are therefore

• biggest possible flexibility and customer orientation,
• satisfied and well qualified employees and
• reduction of costs.

Cuts in wages and additional duties for employees quickly bring service companies to a fall – even if growing personnel costs and tougher competition force for savings. Targeted personnel scheduling however offers a solution which works in the favour of customers as well as employees and companies.

Targeted personnel planning under consideration of employees' requirements will secure corporate success. Personnel planners of service companies have to consider various aspects in their tasks, e.g.

• definition of service level and band widths (minimum/maximum staffing levels),
• distribution of full- and part-time employees,
• fair shift distribution even during unfavourable times,
• times for primary and further training,
• requirements for qualifications,
• customer behaviour or
• means of quality control.

Data on working volumes is available for most service industry companies: either in the form of call statistics in call centres, stock movements in a logistics company or cash transactions in commercial enterprises. With XIMES software solutions, you can interpret this data and use it for targeted personnel planning.