Shrinkage – The WFM Reality Check
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Shrinkage – The WFM Reality Check
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Shrinkage. It’s one of those WFM terms that gets thrown around constantly, but what does it actually mean?
In this episode of The Brád-Cast, we take a practical look at shrinkage and why it matters so much when forecasting, capacity planning and scheduling your workforce.
We’ll look at the difference between planned and unplanned shrinkage, why shrinkage isn't necessarily a bad thing, how it affects your staffing requirements, and the important distinction between gross and net shrinkage.
Most importantly, we'll look at why WFM shouldn't be trying to eliminate shrinkage. People need holidays, training, coaching, meetings and time away from the customer. The real challenge is understanding it, forecasting it and making sure your staffing model reflects reality.
Because having 100 people on the payroll doesn't necessarily mean you have 100 people available to handle the workload.
That's shrinkage.