The Benefits of CenterBridge in the Long-Term

© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 1© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential

THE BENEFITS OF CENTERBRIDGE IN THELONG-TERM

By: Wyndham Hotel Group, Duke Witte,Hyatt Hotels & Resorts, Steve Gordon, and Liberty Mutual Insurance, Patrick Flynn

© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 2

Introduction

Duke Witte, Director of Resource Planning & Management at Wyndham Hotel Group

CenterBridge user since 2002

Presented byDuke Witte CCOM, CWPP

Director, Resource Planning & Management


Pilot



Began with a “pilot” of a single hotel brand Proved technology worked

– Easier– Quicker– More accurate

Rolled out to other call groups-2003


Over the Years



Integrated other groups into CenterBridge Consolidated multiple brands into single environment Modeled several technology investments Modeled “optimal service” Executive buy in Saved millions over the years


Current Focus



Do More or the same with fewer resources– AHT shrinking, service objective movement, outsource

strategy, etc…– Freeing up $ for IT or Marketing

Looking to model more groups into CB– Control labor and Service Delivery


Future Expectations



Similar exercises– Cut Cost, increase efficiency,

Non Voice Groups Universal Agent Concepts Corporate Groups More Rigor


Impact to Business



Reduced flaws due to Erlang, Schedule Inflexibility, etc…

Removed “place holder/sandbagging” Created 1 set of numbers vs. multiple Buy in to output with consistent accuracy

– If you do this, it will cost you this, save you that, etc.. Exposure to other groups Reduced staffing in RPM


Introduction- About Hyatt Corporation

Presented byStephen Gordon, CWPP

Manager of Resource Intelligence

We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.

We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of November 31, 2011, our worldwide lodging portfolio consisted of approximately 415 branded properties.

In 2011, our two domestic call centers handled 8.4 million calls totaling over 30 million minutes.


About the Presenter



•Born, raised and residing in Omaha, Nebraska•Employed by Hyatt Corp. for the last twelve years•Involved in Workforce Management for the last ten years•CenterBridge user since 2006•TotalView user since 2010 eWFM from 2002-2010•Certified Workforce Planning Professional by the SWPP since 2008•SWPP Board Member since August 2011


Advantages of Long-term Use



Single Source of Reliable Data On…• Shrinkage Information• Call Volume Information• Hiring/Attrition• Staff Levels• Financials

Data by type weekly and monthly• Six Years of Data which allows

Trending of Seasonality Over Time Benchmarking Sanity Checking High Level Summation


Personal Market Customer Response CenterThe Long Haul…with a Short Attention Span

Presented byPatrick Flynn

Forecasting & Capacity Planning Manager

The horse is dead…Stop beating it! Trust your setup!• Test the calculation…• Have faith in the math and calculations• Refinement of inputs – holiday shrink


For better or worse…Paw’dner with your stakeholders



Setting expectations on service level Balanced service level approach Setting Shrinkage Budget


So…What is in the Black Box?



Supply vs. demand throughout the year Local Sales Office Support

• Evenings• Weekends

1 Shift Bid versus 3 shift bids


So…What is in the Black Box?



Supply vs. demand throughout the year Local Sales Office Support

• Evenings• Weekends

1 Shift Bid versus 3 shift bids

Technology

The Benefits of CenterBridge in the Long-Term