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and able to effectively make a difference with the organization. Diversity can fall into four broad categories, although there is said to be intersectionality between the categories ; these are defined as
Internal, External, Organizational and Worldview diversity. Internal diversity relates to the way people are born, and includes factors such as race, gender identity, age and health. External diversity relates to characteristics of a person that are acquired in life. This includes interests, education, appearance, religious beliefs, and location. Organizational diversity includes job function, management status, and salary band. Worldview diversity is as its states – a person’s worldview, political views and moral belief systems.
184:
racial discrimination was rampant. In an attempt to combat this, in 1941, American
President Franklin Roosevelt issued an order prohibiting racial discrimination in defense industry jobs. Diversity theory has its origins in the 1960’s when equal employment laws (equity statutes and equal opportunity regulations) and affirmative action (policies and practices aimed at increasing marginalized and underrepresented groups) were introduced. This brought the issue of diversity and inclusion to the forefront and encouraged organizations to implement diversity training programmes and establish related policies. It is said that global spending on diversity and inclusion is projected to reach US$ 24.3 billion dollars by 2030
88:
feedback is provided and incentives are computed and paid. In addition, online training is provided along with supervisor-based coaching to bring all workers up to required levels of proficiency. Workforce management is a complete approach designed to make workforce as productive as possible, reduce labor costs, and improve customer service.
289:
Cloud computing converts such physical resources as processors and storage into
Internet resources. By developing applications in a virtual environment, a company’s computing infrastructure is treated as a utility service, and the company pays only for the time and capacity it needs. Cloud eliminates
281:
An on-premises system is one in which hardware and software must be physically installed, deployed and maintained at the business. All equipment is purchased up front. It is traditionally associated with large enterprises with the budget and the space to acquire the capabilities deemed necessary, and
196:
Organizations often perceive themselves as being torn between increasing diversity and focusing on hiring for optimal performance. Despite this view, beyond meeting societal expectations, organizations can also benefit financially from increasing diversity in their workforce. A 2015 study found
183:
Diversity in recruiting has evolved over recent decades to become an important strategy in all organizations. During World War II many industries required replacement labor as the male workforce was being drafted into the war. While some companies began to hire women and people from minority groups,
170:
which means “difference, separateness, variety” . Diversity can include, but is not limited to, differences in race, gender, religion, ethnicity, nationality, disability, gender, identity and sexual orientation. Inclusion as it relates to a workplace environment, is where all employees are supported
285:
A hosted system relies on an outside service provider. Software is purchased and installed in a data center on either physical or virtual servers that may be owned or leased by the business. Implementation is similar to an on-premises solution, but the cost is typically lower because hardware need
260:
A key aspect of workforce management is scheduling. This is achieved by establishing likely demand by analyzing historical data (such as the number and duration of customer contacts, sales figures, check-out transactions or orders to be handled). Many workforce management systems also offer manual
269:
management process, the integration of employees is an important factor. In several workforce management systems, employees can log in their availability or planned absences and they can bid for specific shifts so long as they have the necessary skills for the activities planned for these shifts.
252:
being incurred. By using a software solution for demand-oriented workforce management, planners can optimize staffing by creating schedules that at all times conform to the forecasted requirements. At the same time, a workforce management solution helps users to observe all relevant legislations,
174:
Diversity and inclusion-based recruitment is an employment strategy aimed at creating more equitable and representative workforces. It uses processes free from bias for, or against any individual or group of candidates. Organizational workforces should reflect the general makeup of the society in
146:
As our society continues to adopt new technologies such as smartphones and enterprise mobility tools, more companies are allowing employees to become mobile. Mobile workforce management refers to activities used to schedule the employees working outside the company premises. It helps distribute
87:
The starting point is a clear definition of the work required through engineered standards and optimal methods for performing each task as efficiently and safely as possible. Based on this foundation and demand-based forecasts, workers are scheduled, tasks are assigned, performance is measured,
268:
Current and future staffing requirements, short-term peak loads, availabilities, holidays, budget allowances, skills, labour law-related restrictions, as well as wage and contractual terms have to be integrated into the planning process to guarantee optimal staff deployment. In the workforce
187:
In recent times, social movements such as #Metoo and #Blacklivesmatter have intensified discussion about injustice, leading to deeper reflection on its impact within the workplace. As these issues gained prominence, the professional world was motivated to enhance and evolve its diversity and
134:. As cost pressures have increased, managers have turned their attention to human resources issues. In all personnel-intensive industries, workforce management has become an important strategic element in corporate management. The process has experienced growth in all sectors, including
45:
Workforce management provides a common set of performance-based tools and software to support corporate management, front-line supervisors, store managers and workers across manufacturing, distribution, transportation, and retail operations. It is sometimes referred to as
248:) management, the management of the workforce is often still handled using spreadsheet programs or time recording. This often results in expensive overtime, non-productive idle times, high fluctuation rates, poor customer service and
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206:
Alignment with customer base – Focusing on diversity enables companies to better align with an increasingly diverse and globalized customer base, helping to enhance customer relationships which in turn strengthens their brand
261:
adjustment capabilities. The calculated forecast values are then converted into actual staffing requirements by means of an algorithm that is adjusted to the particular use case. The algorithm itself is based on the work of
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Kniffin, Kevin M.; Narayanan, Jayanth; Anseel, Frederik; Antonakis, John; Ashford, Susan P.; Bakker, Arnold B.; Bamberger, Peter; Bapuji, Hari; Bhave, Devasheesh P.; Choi, Virginia K.; Creary, Stephanie J. (2021).
443:
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companies with greater racial and ethnic diversity are more likely to achieve financial returns that exceed industry standards. Some of the other benefits of diversity in organizations are as follows:
70:, it has become more integrated and demand-oriented to optimize the scheduling of staff. Besides the two core aspects of demand-orientation and optimization, workforce management may also incorporate:
151:
has brought about major changes in both employer's and employee's vision of remote work, which will likely have a long-lasting impact on workforce organization and management in the coming years.
175:
which you live and work. Organizational leadership that embraces and cultivates an open culture for all individuals to thrive is the cornerstone of success in recruiting a diverse workforce.
34:) is an institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as
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Dawson, N Parker, S and
Okimoto, T. (2023) Profiles of diversity and inclusion motivation, Toward an employee-centred understanding of why employees put effort into inclusion and exclusion.
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Drives innovation, competitive advantage and market growth – the basis lies in diversity of thought, giving people a voice and empowering staff to feed into decision making and solutions
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Ricee,S. (2023, March 6) What are the four types of diversity. Diversity for social impact. Types of
Diversity in the Workplace & Examples - The Definitive Guide by Diversity.Social
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Hearn, Jeff, and Jonna
Louvrier, (2015) 'Theories of Difference, Diversity, and Intersectionality: What Do They Bring to Diversity Management?', in Regine Bendl, and others (eds),
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Park, Y.W, Voss, G.B and Voss, Z.G Advancing customer diversity, equity and inclusion: Measurement, stakeholder influence, and the role of marketing. J of the acad.Mark.Sci 51
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not be purchased. However, the business must pay an initial provisioning fee as well as a monthly fee for the rental or usage of the hosting center’s equipment and personnel.
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Outtz, J. L., & Hakel, M. D. (Ed.) (1998). Beyond multiple choice: Evaluating alternatives to traditional testing for selection. Mahwah, NJ: Erlbaum.
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Scott, C; (Types of
Diversity in the workplace you should know. Academy to Innovate HR Blog. 10 Types of Diversity in the Workplace You Should Know - AIHR
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Workforce management solutions can be deployed enterprise-wide and through mobile platforms. While special software is commonly used in numerous areas such as
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Advantage in talent acquisition – Human capital is the core component of company success. A focus on diversity and inclusion opens the talent sourcing pool
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Increased employee satisfaction – women and members of minority groups in particular report that diversity and inclusion is of high importance to them
913:
900:"AMR Research Releases Report Showing Human Capital Management and Customer Management as Fastest-Growing Enterprise Application Segments at 10%"
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though most modern adaptations of workforce management have shifted towards a richer state management, and optimizations to the original idea.
401:
662:
Zambetakis, B. (2022).Diversity, Equity and
Inclusion in recruitment practises. Published thesis. Haaga-Helia University of Applied Sciences
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inclusion practices, resulting in the rapid redevelopment of recruitment and retention strategies focused on diversity and inclusion.
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Gilder
Lehrman Institute of American History, 2012 FDR on racial discrimination, 1942 | Gilder Lehrman Institute of American History
444:"Global workforce management software market in the healthcare sector to grow at a CAGR of 13.18 percent over the period 2014-2019"
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Workforce scheduler – using predefined rules to automatically optimise the schedule and use of resources (people, parts, vehicles)
237:
233:
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Coles, A. (2021) Diversity and
Inclusion in Talent Acquisition In: Golbeck A.L (eds) Leadership in Statistics and Data science
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The three methods of delivery for contact center technologies are on-premises solution, hosted or cloud-based computing.
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workforce efficiently across various departments in an institution. The need for social distancing imposed by the
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Diversity refers to differences within a group . The word diverse takes it origins from the middle English word
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39:
484:"International HRM insights for navigating the COVID-19 pandemic: Implications for future research and practice"
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Demand management – to help forecast work orders to plan the number and expertise of staff that will be needed
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Workforce dispatcher – automatically assigning work orders within predefined zones to particular technicians
138:. The rise of the gig economy has also gone hand in hand with the rise of workforce management preactices.
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Hewlett, S, Marshall M and Sherbin L. (2013) How diversity can drive innovation. Harvard Business Review.
834:"Global Workforce Management (WFM) Software Market to Benefit from Rising Implementation in Smartphones"
416:"North American Businesses Evaluate Mobile Workforce Management Solutions Report - Research and Markets"
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Caligiuri, Paula; De Cieri, Helen; Minbaeva, Dana; Verbeke, Alain; Zimmermann, Angelika (2020-07-01).
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Gibbs, 2014, Diversity in STEM: What it is and why it matters K Gibbs - Scientific American, 2014
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in order to have oversight of company's resources not used on company property. Examples include:
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What are the organizational benefits of diversity and inclusion-based recruitment strategies?
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Minkin, R. (2023) Diversity, Equity and Inclusion in the Workplace, Pew Research centre.
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Copulsky, Gerald C. Kane, Rich Nanda, Anh Phillips, and Jonathan (10 February 2021).
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Mobile solutions – allowing dispatchers and technicians to communicate in real time.
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AMR Research, 2006: The Human Capital Management Applications Report, 2005–2010
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961:"Erlang Calculations Compared to Simulation Methods for Workforce Management"
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issues such as computing capacity, physical space, bandwidth and storage.
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Telem, D and Martin, C, (2021) Diversity, Equity and Inclusion, Springer
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local agreements and the contracts of individual employees – including
914:"DMG Consulting: Workforce Management Market Grew 7.4 Percent in 2008"
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DMG Consulting: 2009 Contact Centre Workforce Management Market Report
458:"5 challenges of mobile workforce management for 2018. 9 experts say"
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As workforce management has developed from a traditional approach of
402:"4 field service management solutions to keep your jobs on track"
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In the 1980s and 1990s, entrepreneurs focused on topics such as
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Hunt, V, Layton D and Prince, S. (2015) Why diversity matters
388:"3 ways to get the most out of workforce management systems"
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What is diversity and inclusion-based recruitment strategy?
848:"Why it's time to move workforce management to the cloud"
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the personnel available to configure and modify systems.
810:"5 Leadership Tips for Digital Workforce Management"
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involvement of employees into the scheduling process
709:The Oxford Handbook of Diversity in Organizations
644:Dictionary definition, Diversity, Miriam Webster
50:systems, Workforce asset management, or part of
96:Workforce management also uses the process of
83:analysis and monitoring of the entire process.
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929:Workforce Asset Management Book of Knowledge
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364:Workforce Asset Management Book of Knowledge
74:forecasting of workload and required staff
599:"Redesigning the Post-Pandemic Workplace"
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488:Journal of International Business Studies
156:Diversity and Inclusion based recruitment
462:The Management Blog by BeeBole Timesheet
366:(John Wiley & Sons Publishing, 2013)
80:management of working times and accounts
653:Word history, Diversity, Miriam Webster
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238:customer relationship management
232:(service lifecycle management),
927:Disselkamp, Lisa, ed. (2013).
886:"Optimal Workforce Management"
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872:"Maximising talent potential"
784:"Digital Workplace Solutions"
430:"The Rise of the Gig Economy"
418:(Press release). 2016-09-22.
369:Portage Communications, LLC:
341:Employee Scheduling Software
321:Strategic service management
311:Project workforce management
226:enterprise resource planning
132:enterprise resource planning
603:MIT Sloan Management Review
142:Mobile workforce management
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500:10.1057/s41267-020-00335-9
986:Human resource management
40:human resource management
98:field service management
92:Field service management
36:field service management
306:Meeting scheduling tool
124:supply chain management
336:Workforce optimization
331:Time tracking software
937:10.1002/9781118636442
546:American Psychologist
179:What are its origins?
446:. 16 September 2016.
28:Workforce management
18:Workforce Management
326:Time and attendance
301:Medical outsourcing
128:production planning
558:10.1037/amp0000716
316:Project management
981:Business software
255:work-life balance
250:opportunity costs
149:COVID-19 pandemic
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