Executive Summary

Historically workforce management has been centered on tracking time and attendance, absence and leave and interfacing with payroll processing. Today, as workforces become younger, more diverse and more globally dispersed, workforce management is being transformed. Employers must adapt how they schedule workers for shifts and manage them to address their demands for the flexibility they want to accommodate today’s lifestyles and personal needs. Workers, too, are experiencing changes – in how they punch in and out of the workplace, for example, and how they access employment-related information including payroll, benefits, time off, company policies and even learning. Paying insufficient attention to the worker experience can undermine employees’ sense of accomplishment and could result in a degradation of the customer experience.