Scheduling Accuracy KPIs
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Daniel Sjögren
Scheduling KPIs vs Scheduling Accuracy KPIs
Scheduling KPIs
Scheduling KPIs are the first step to an improved schedule. Scheduling KPIs aim to help store managers verify the quality of their schedules during the schedule creation phase and look back at an already worked schedule with the help of several metrics. These KPIs are single metrics that are easily accessible and configurable on an organizational level so that you can ensure that your store managers look at the right metrics when creating their schedules.
The second scheduling KPI that is possible to configure is related to Scheduling Accuracy.
Scheduling accuracy KPIs
Scheduling accuracy is an important KPI for local managers to be able to verify while creating a schedule whether they have scheduled the right team members at the right place at the right time. While scheduling accuracy is important for the local manager, it is also for the whole organization to ensure that you are not overscheduling during moments where there is less demand or underscheduling during peak moments. Overscheduling and underscheduling can have a negative impact on your scheduling costs, your employees' well-being and productivity, and customer experience (which in turn can result in lost revenue).
Scheduling accuracy is calculated based on your forecasted headcount need compared to your existing schedule, and it lets you know whether there are adjustments you need to make to your schedule to ensure that you are more prepared for the future.
The three scheduling accuracy KPIs currently available are:
- Underscheduled hours: The number of hours you are underscheduled within the scheduling period selected.
- Overscheduled hours: The number of hours you are overscheduled within the scheduling period selected.
- Hit percentage: The percentage of total hours within the scheduling period selected where you are scheduling exactly according to demand.
Configuring Scheduling Accuracy KPIs
Scheduling Accuracy KPIs can be configured in Optimization Settings > Scheduling KPIs. Scheduling Accuracy KPIs don’t require any additional configuration. You only need to select which Scheduling Accuracy KPIs you want to consider. You can choose one or multiple of the Scheduling Accuracy KPIs available.
Select Create and then Scheduling Accuracy.
You can then select one of the three available scheduling accuracy KPIs and customize the name displayed on the scheduling page if you'd like a different label. Additionally, a short description of each KPI is provided for your reference.
Hit Save whenever you’re ready. If you also want to add another scheduling accuracy KPI, you just have to go through the same process again.
If the KPI has been selected to be shown on the Schedule page, you will now, when selecting the target icon in the schedule view, see the newly added KPI together with all other scheduling accuracy KPIs or productivity KPIs you have added.
Calculation details
Independently of what data granularity you have on your underlying forecast data, which impacts your optimal headcount data, Quinyx will calculate all Scheduling accuracy KPIs based on hourly data. For example, if you have optimal headcount data on a 15 minute level we will use the hourly average before calculating the Scheduling Accuracy KPIs.
Over scheduled hours are calculated by comparing the hourly averaged total optimal headcount to the hourly averaged total scheduled headcount and summing the total headcount hours where scheduled headcount is above the optimal headcount hours. E.g. If the optimal headcount is 2 and the scheduled headcount is 4 for two hours in a row then you have 4h of over scheduled hours
Under scheduled hours are calculated by comparing the hourly averaged total optimal headcount to the hourly averaged total scheduled headcount and summing the total headcount hours where scheduled headcount is below the optimal headcount hours. E.g. If the optimal headcount is 5 and the scheduled headcount is 2 for two hours in a row then you have 6h of over scheduled hours
Hit percentage is calculated by taking the total number of hourly buckets where the scheduled headcount is exactly equal to the optimal headcount and comparing that to the total hours of the day. E.g. if you schedule exactly according to demand 2 hours out of the 8 hours, then the hit percentage is 2/8 = 0,25 = 25%.
Additional information
- You can add multiple scheduling accuracy KPIs.
- The scheduling accuracy KPIs are calculated based on the timeframe you’re looking at in the schedule view. If you’re looking at a single day, the KPI is calculated only for that day, while the weekly view would show the KPI based on data from that whole week.
- Different to how productivity KPI is calculated, scheduling accuracy KPI is NOT impacted by filters in the Schedule view.
- The scheduling accuracy KPIs are recalculated quickly after the changes are made (you don’t have to click somewhere to manually recalculate them).
