解决服务业员工流失问题：数据分析驱动的排班优化

Many companies’ scheduling practices are broken. New research shows that analytics can help. MANAGING PEOPLE Santiago Gallino Borja Apaolaza AUTHORS Associate professor, the Wharton School PhD candidate, the Wharton School ILLUSTRATOR MARIA DO ROSÁRIO FRADE Retailers have long known that high turn- over among frontline employees is expensive, draining both time and money as managers constantly recruit and train new staff. To date, most efforts to address turnover have been blunt, uniform, and not informed by data on the local workforce in question. With data-rich workforce systems, managers now have the tools to do much better. They can use ana- lytics to design locally tailored schedules that boost both employee satisfaction and staffing efficiency. …