CASE STUDY: “Our Rostering Function is Broken”

Issues Experienced by our Client

• Rostering team has grown substantially over the last 2 years.

• Invested in a rostering system which hasn’t worked but a significant financial value has been spent on it.

• Unrelenting tensions between service delivery and rostering team creating a wide range of issues and negatively impacting the end-clients service delivery experience.

• Significant Industrial Agreement compliance issues and backpay exposure due to incorrect interpretation of terms and conditions by the scheduling team.

Solutions Implemented  

• Overhauled the rostering function and operations by implementing new and significantly improved:

i.    Processes

ii.   People and Teams performance

iii.   Systems

• Provide ongoing leadership, advisory, coaching and support of rostering team post implementation phase from a position of knowledge.

The Results Achieved  

• Cost savings – reduced corporate overhead costs significantly and reduced technology system costs.

• Facilitated the pathway to bring the scheduling and service delivery functions together so that they are now supporting each other to achieve outcomes for their end-client.

• Generated a wide range of operational efficiencies and enhanced organisational productivity.

• Mitigated industrial relations risk and established processes and systems to ensure the issues don’t resurface.

• Enhanced the skills and competency of rostering personnel and created an effective team environment.