Greggs to deploy JDA Workforce Management solution to improve customer service levels

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JDA Software Group, Inc., The Supply Chain Company, has been selected by Greggs to implement JDA Workforce Management to automate and optimise labour deployment across all 1,635 of  its  company-operated shops. The deployment will help Greggs drive improved customer service and offer a consistent delivery method across its entire estate.

Greggs is a much-loved and trusted UK brand, which offers 'Always Fresh. Always Tasty', freshly prepared food at great value for money.

Focused on investing in best-in-class systems and processes to improve operational efficiencies and customer service during the course of the next five years, Greggs required a workforce management system that will be delivered across all its company-operated shops during 2014. The deployment will not only help Greggs make better use of its entire workforce while gaining greater visibility into the tasks employees are performing,  but ensure that Greggs has the right people in the right place at the right time performing the right tasks to provide excellent customer service throughout the entire day. This will be accomplished using automated scheduling, attendance, and improved clocking records.

"Implementing the JDA Workforce Management solution is part of a wider transformation program to invest in best-in-class systems and processes to improve operational effectiveness," said Neil Parrish, workload and efficiency manager, Greggs. "Despite exercising good cost control over many years using internally developed systems, labour deployment at shop level is still largely a manual process and as such we miss opportunities to align our colleagues with customer demand, and therefore don't always offer a consistent level of high quality customer service."

JDA partnered with several alliance members to conduct a 13-shop pilot program over two payroll cycles to help Greggs assess and become familiar with the JDA Workforce Management solution.

"During the pilot we tracked an extensive number of metrics and were able to demonstrate significant productivity and customer service improvements," said Parrish. "Shop managers' scheduling of time and attendance processes was significantly improved, and the central support teams gained much better visibility of how hours are being consumed in the pilot shops. Best of all though was the reaction of the shop managers and team members who loved the system."

"As we roll out JDA Workforce Management in 2014, we expect to start seeing the benefits of a better deployed workforce, resulting in improved customer service, as well as improved visibility, control and management of our total labour costs," said Parrish. "Through systematic and accurate labour requirements, along with automated staff scheduling, we look forward to better aligning our shop team members with customer demand, enabling us to provide a more consistent level of customer service."

"Innovative retailers like Greggs are quickly realising that workforce management is a critical asset to helping them reduce costs, increase revenue and better serve its customers," said Mark Morgan, regional vice president, EMEA, JDA Software. "We look forward to partnering with Greggs as it works to balance its business strategies, budget priorities and labour forecasts to arrive at the most optimal labour plan for its business to better serve its loyal customers."

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