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On this panel Steve Gordon, Duke Witte, and Patrick Flynn will discuss the long term benefits of being a CenterBridge user and the inherent advantages of having multiple years of historical reference in CenterBridge to draw from when planning.By: Hyatt Hotels & Resorts, Steve Gordon , Wyndham Hotel Group, Duke Witte, and Liberty Mutual Insurance, Patrick Flynn:
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© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 1© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential
THE BENEFITS OF CENTERBRIDGE IN THELONG-TERM
By: Wyndham Hotel Group, Duke Witte,Hyatt Hotels & Resorts, Steve Gordon, and Liberty Mutual Insurance, Patrick Flynn
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 2
Introduction
Duke Witte, Director of Resource Planning & Management at Wyndham Hotel Group
CenterBridge user since 2002
Presented byDuke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 3
Pilot
Presented byDuke Witte CCOM, CWPP
Director, Resource Planning & Management
Began with a “pilot” of a single hotel brand Proved technology worked
– Easier– Quicker– More accurate
Rolled out to other call groups-2003
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 4
Over the Years
Presented byDuke Witte CCOM, CWPP
Director, Resource Planning & Management
Integrated other groups into CenterBridge Consolidated multiple brands into single environment Modeled several technology investments Modeled “optimal service” Executive buy in Saved millions over the years
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 5
Current Focus
Presented byDuke Witte CCOM, CWPP
Director, Resource Planning & Management
Do More or the same with fewer resources– AHT shrinking, service objective movement, outsource
strategy, etc…– Freeing up $ for IT or Marketing
Looking to model more groups into CB– Control labor and Service Delivery
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 6
Future Expectations
Presented byDuke Witte CCOM, CWPP
Director, Resource Planning & Management
Similar exercises– Cut Cost, increase efficiency,
Non Voice Groups Universal Agent Concepts Corporate Groups More Rigor
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 7
Impact to Business
Presented byDuke Witte CCOM, CWPP
Director, Resource Planning & Management
Reduced flaws due to Erlang, Schedule Inflexibility, etc…
Removed “place holder/sandbagging” Created 1 set of numbers vs. multiple Buy in to output with consistent accuracy
– If you do this, it will cost you this, save you that, etc.. Exposure to other groups Reduced staffing in RPM
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 8
Introduction- About Hyatt Corporation
Presented byStephen Gordon, CWPP
Manager of Resource Intelligence
We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.
We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of November 31, 2011, our worldwide lodging portfolio consisted of approximately 415 branded properties.
In 2011, our two domestic call centers handled 8.4 million calls totaling over 30 million minutes.
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 9
About the Presenter
Presented byStephen Gordon, CWPP
Manager of Resource Intelligence
•Born, raised and residing in Omaha, Nebraska•Employed by Hyatt Corp. for the last twelve years•Involved in Workforce Management for the last ten years•CenterBridge user since 2006•TotalView user since 2010 eWFM from 2002-2010•Certified Workforce Planning Professional by the SWPP since 2008•SWPP Board Member since August 2011
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 10
Advantages of Long-term Use
Presented byStephen Gordon, CWPP
Manager of Resource Intelligence
Single Source of Reliable Data On…• Shrinkage Information• Call Volume Information• Hiring/Attrition• Staff Levels• Financials
Data by type weekly and monthly• Six Years of Data which allows
Trending of Seasonality Over Time Benchmarking Sanity Checking High Level Summation
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 11
Personal Market Customer Response CenterThe Long Haul…with a Short Attention Span
Presented byPatrick Flynn
Forecasting & Capacity Planning Manager
The horse is dead…Stop beating it! Trust your setup!• Test the calculation…• Have faith in the math and calculations• Refinement of inputs – holiday shrink
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 12
For better or worse…Paw’dner with your stakeholders
Presented byPatrick Flynn
Forecasting & Capacity Planning Manager
Setting expectations on service level Balanced service level approach Setting Shrinkage Budget
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 13
So…What is in the Black Box?
Presented byPatrick Flynn
Forecasting & Capacity Planning Manager
Supply vs. demand throughout the year Local Sales Office Support
• Evenings• Weekends
1 Shift Bid versus 3 shift bids
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 14
So…What is in the Black Box?
Presented byPatrick Flynn
Forecasting & Capacity Planning Manager
Supply vs. demand throughout the year Local Sales Office Support
• Evenings• Weekends
1 Shift Bid versus 3 shift bids