Robert KellermanWorkforce Management

Managing by exception ensures that unresolved issues do not linger but are rapidly addressed and resolved. Exception-based management is not possible without effective Workforce Management (WFM) Software and proper reporting. Escalation criteria can include missed deadlines and compliance requirements that are not being met. When these criteria are not met, appropriate action should be taken.

For an escalation process to run effectively, the Service Level Agreement (SLA) between service providers and clients always needs to be referred to. This ensures that all stakeholders – from the supplier to the service teams to the clients – know exactly what is expected of them. If the terms of the SLA are not being met, an escalation process should be in place. Furthermore, detailed records can be kept of when maintenance and repair work was conducted. Additionally, digital verifiers (IoT) can be used as proof of presence. WFM Software can store all this data in one working file that is easily accessible to managers. Moreover, exception-based reporting can be easily implemented. The escalation process can be assigned according to urgency, risk levels and parties responsible. This ensures that when a serious exception occurs, managers and service providers are informed immediately and the escalation is marked as “high importance” and requires to be fixed as per the SLA terms.

WFM Software allows you to take control, ensures overall compliance and is user-friendly for a mobile workforce of diverse levels of education. To be efficient, the solution should also be adaptable to suit different business needs and allow for asset visibility as well assets’ condition and service needs.

In our recent guide, we highlight the benefits of moving to a effective WFM software solution. Exception based management is just one of these benefits. You can download our free guide, subscribe to our newsletter or follow us on LinkedIn.