WFM Toolkit

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Wfm specialists should gather information, analyze data, observe the process and participate in efforts to constantly look for opportunities to improve current process affecting schedule adherence and reporting and communicate the ideas to the managers regularly.

More Uses of the WFM Toolkit:

  • Be certain that your organization takes responsibility for WFM delivery and quality on an account level of a medium sized program or few small programs.

  • Develop WFM processes and efficiencies while engaging across your organization, providing high quality resolutions to your customers needs, and managing to your quality standards.

  • Ensure you officiate; lead process monthly forecast of the budget from WFM Forecasting and Operations through FTE forecasts, budget amendments, and other updates.

  • Steer: an effective WFM strategy should promote and influence overall employee engagement and satisfaction while at the same time, accountability.

  • Draw connections between industry / market trends in people and organizational management practices and implications for WFM.

  • Coordinate: capacity planning management WFM.

  • Ensure the functional support given meets the operational needs for the assigned WFM employees.

  • Warrant that your organization optimizes WFM performance by continuously exposing and addressing improvement opportunities.

  • Ensure your organization mentors WFM employees in technical skills and program specific processes.

  • Methodize: strategic business planning for the WFM network team from design to communication to execution.

  • Orchestrate: workforce management (WFM) is the last mile of the human capital management digital transformation journey.

  • Audit: WFM application support and analytics or operational management where needed to resolve process bottlenecks and/or other obstacles.

  • Manage work with leadership team on execution or recommended schedule adjustments to meet daily KPIs while also maintaining Key Performance Metrics Scorecards for the business using WFM and customized tools.

  • Ensure your organization oversees workforce management (WFM) reporting and analysis.

  • Become a WFM process and system expertise.

  • Drive: WFM and inbound telephony/quality data analysis.

  • Arrange that your organization oversees the relationship between WFM and operations and acts as the primary point of contact for any operational concerns.

  • Initiate: work closely with technical teams outside of WFM to facilitate development in support of the WFM strategy.

  • Manage work with WFM team members to optimize resources based upon business volumes and parameters.

  • Audit: WFM specialists prepare production reports and data analysis for team leads.

  • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.

  • Establish: partner closely with workforce management (WFM) and payroll to resolve issues of attendance, employee scheduling, leaves of absence, etc.

  • Confirm your organization updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.

  • Develop: WFM real time specialization.


Save time, empower your teams and effectively upgrade your processes with access to this practical WFM Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any WFM related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated WFM specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the WFM Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 991 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which WFM improvements can be made.

Examples; 10 of the 991 standard requirements:

  1. How is the nature of the work that needs to be done changing, and what alternative work arrangements are you using or have tried with your current labor force?

  2. Are you ready to introduce diversity and inclusion into your talent management strategy, or take your current program to new levels of success?

  3. What factors or trends are likely to affect your work areas ability to recruit, hire, develop, motivate and retain the employees needed?

  4. How accessible is the data needed for the project, as financial cost structure data and transactional data for the current workforce?

  5. How important is it to find, retain, and be able to re engage talent to deliver your most important client and internal projects?

  6. How do you imagine getting involved or taking the lead to help develop career pathways that will keep your business competitive?

  7. Do feel that you have a good understanding of the differences between a Quality Assurance contract and a Conventional contract?

  8. Is there anyone in your organization currently involved in workforce planning to ensure you get the most out of your people?

  9. Do you need your technology to incorporate ongoing management of the contingent workforce, or just the application process?

  10. What are the business challenges/inhibitors your organization faces in evolving your field workforce management solutions?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the WFM book in PDF containing 991 requirements, which criteria correspond to the criteria in...

Your WFM self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the WFM Self-Assessment and Scorecard you will develop a clear picture of which WFM areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough WFM Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage WFM projects with the 62 implementation resources:

  • 62 step-by-step WFM Project Management Form Templates covering over 1500 WFM project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Human Resource Management Plan: Is documentation created for communication with the suppliers and Vendors?

  2. Milestone List: Do you foresee any technical risks or developmental challenges?

  3. Risk Audit: Is the customer technically sophisticated in the product area?

  4. Stakeholder Analysis Matrix: Resource providers; who can provide resources to ensure the implementation of the WFM project?

  5. Quality Audit: Are multiple statements on the same issue consistent with each other?

  6. Probability and Impact Matrix: Do the requirements require the creation of new algorithms?

  7. Variance Analysis: Are there knowledgeable WFM projections of future performance?

  8. Procurement Management Plan: Are the quality tools and methods identified in the Quality Plan appropriate to the WFM project?

  9. Team Member Status Report: Does your organization have the means (staff, money, contract, etc.) to produce or to acquire the product, good, or service?

  10. Human Resource Management Plan: Is the structure for tracking the WFM project schedule well defined and assigned to a specific individual?

Step-by-step and complete WFM Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 WFM project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

  • 2.1 WFM project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 WFM project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 WFM project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 WFM project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 WFM project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any WFM project with this in-depth WFM Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose WFM projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in WFM and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make WFM investments work better.

This WFM All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.