Document Your Processes

When a conflict arises between WFM and their customer base, I tend to always go back to my “Rules of Engagement” or WFM Guidelines that describe all the processes within WFM and how Operations can get things accomplished.

If you don’t have a document like this, here are some ideas to get started. Begin by outlining who has responsibility for each action and what the process is to get it accomplished.  Describe all your processes for Schedules Bids, PTO, Schedule Changes, and include who has final authority for the action.

It is imperative to have these guidelines so there is no confusion on how WFM and Operations interacts for all their processes and transactions.  Be as detailed as possible so that the Customer (Operations) can follow simple guidelines to get their needs accomplished and understand what the WFM team has to do to process the requests.  If there is internally more than one way to accomplish a request, be sure to document that as well.

This will save your WFM team a lot of grief in the future to ensure these tasks get handled correctly.  This process can cover Operations but can also include things like Capacity Planning with HR included and Training needs and processes with your training department.

Note: This tip provided by SWPP Board Member Rick Seeley of McKesson. He may be reached at