To Bid or Not To Bid The Many

“To Bid or Not To Bid” The Many Sides of Shift Bidding 2016 SWPP Annual Conference Kirwyn Adderley Debbie Davis-Greene Monty Deckard 1

“To Bid or Not To Bid” The Many Sides of Shift Bidding Kirwyn Adderley 2016 SWPP Annual Conference © 2016 Walgreen Co. All rights reserved. Confidential and proprietary information. Member of Walgreens Boots Alliance

Walgreens Overview • Kirwyn Adderley, National Director of Workforce Management – 23+ years operations and workforce management experience – Walgreens Central Pharmacy Operations workforce management team supports front and back office work with 95% of the work being in back office groups • • • Employees – 1000+ WFM System – NICE IEX 4. 6 Type of Bid – Semi-Annual Full Employee Bid Mini Bids – Yes Bid Ranking – Performance Based Staff Mix – 55% Foundation / 45% Flex and Part Time 3

General Schedule Assumptions and Bidding Parameters • Employees without performance rankings – ranked by Hire Date and Employee ID # • Start Times – Team Members have consistent start times for all days worked • Bid Exclusions • Days Off – Team Members have consecutive days off • Hours of Operation (Proposed) • Staff Group Schedules • Breaks and Lunch Parameters – Min and Max • Part Time – All part time team members bid (Yes / No) • Mini Bids – No Mini Bids during the full bid period • Weekends – Team Members are not guaranteed a weekend day off • Team Member Bid Communication • Both Weekends – % of schedules containing both weekend days • Schedule Types – 5 x 8 (%), 4 x 10 (%), Other (% W@H Only) – Splits (% W@H Only) 4

Tollgate Approach to Bidding 5

To Bid or Not To Bid – The Many Sides of Shift Bidding. Debbie Davis-Greene Managing Director of Operations dgreene@trasemiller. com

Quick Facts and Infrastructure Company / Location / Hours Trase Miller is an outsourcer for leisure travel located in Tulsa, OK. We are open 24 x 7 x 365. 40% of staff work from home. Workforce Management Software Aspect WFM 8. 1 and e. Schedule Planner. Type of bidding We use Performance Based Scheduling using a predetermined set of goals that define ideal behavior to achieve key performance indicators (KPI’s). 50% performance / 50% seniority. Parameters for approving PTO time off Yearly vacation bid based on seniority. Agents are required to bid 75% of accrued hours and remaining 25% can be requested throughout the year. How often do you bid? Schedule Bids are compiled quarterly or based on operational needs by department and work group. Back Office We currently do not schedule back office tasks through WFM. Agents have a schedule bid based on desk call patterns.

Questions / Comments Debbie Davis-Greene Managing Director of Operations dgreene@trasemiller. com 918 -669 -8941 trasemiller. com

Bass Pro Shops Contact Center • 1 site located in Springfield, MO 22/7 operation (automated from 2 am 4 am) • 64% full time and 36% part time and 4 full time WFM associates • Verint WFM 11. 1 and Interactive Intelligence phone system 2015 R 3 Bid Process • 3 times a year to start January, May, and September • Performance based including an attendance component • 2 bids, Full Time and Part Time, no back office bid • Time off approved/denied when schedule is published 10 days out (some exceptions) 9

Bass Pro Shops Questions? Monty Deckard Manager of Business Applications Bass Pro Shops (417) 873 -5812 Mrdeckard@basspro. com 10

Questions? Kirwyn Adderley Debbie Davis-Greene Monty Deckard 11