Workforce planning and management for a large team is no small feat, especially when balancing operational efficiency with the well-being of employees. Recently, leaders from Nando's and The Midcounties Co-operative shared their experiences implementing new workforce managementl, Rotageek, during a joint panel discussion. Their insights offer valuable lessons for any organisation navigating similar challenges.
The discussion kicked off with a focus on the intersection of technology, people, and business operations. Both Nando’s, a popular international restaurant chain, and The Midcounties Co-operative, a UK-based cooperative with diverse businesses ranging from retail to travel, have been on unique journeys to modernise their workforce management. Although these two companies are at different stages of implementing Rotageek, the benefits they’ve observed — from better scheduling to improved employee satisfaction workforce productivity and employee engagement— are clear.
The Need for Change: Outdated Tools and New Realities
For Nando’s, the impetus for change came from using an outdated, internally built rota system that was over 15 years old. The tool was no longer able to meet the demands of a post-pandemic business that had shifted towards delivery services and required more productive workforce management.
As Nando’s explained, the old system's code was practically a mystery, and after emerging from COVID, it became clear that Nando’s needed a new solution. They were looking for a system that could integrate with forecasting tools and be accessible to their 19,000 employees.
On the other hand, The Midcounties Co-operative shared that while they had been using a workforce management system for eight years, it lacked a user-friendly interface. The back-end experience for their management teams was cumbersome, and it was clear that they needed a solution that not only forecasted and scheduled better but also simplified things for employees.
"I think for us, what we were really looking for was something that gave us a better front end for our colleagues. The tool we had gave a really poor front-end experience for our colleagues, and a really bad back-end experience for our workforce management team in terms of getting data and insight out of the system. We wanted to have something that was going to really free up our colleagues at the front end, to get them what they need from the system, and the colleagues at a lower level to be able to access that system as well" - The Midcounties Co-operative
A People-Centred Approach to Workforce Management
One of the key takeaways from both businesses is that workforce management functions are about much more than just controlling hours or labour costs. Nando’s and The Midcounties Co-operative both emphasised the importance of creating a better experience for employees.
For Nando’s, this meant empowering their hourly employees — known as “Nandocas” — with a tool that gave them more control over their schedules. The ability to pick up shifts, swap them, and manage their hours directly through their phones was a game-changer. This focus on flexibility and autonomy helped improve engagement and work-life balance, which is particularly important in an industry where many employees are students or work part-time.
The Midcounties Co-operative echoed these sentiments, explaining that a user-friendly system was key for their diverse workforce. They were looking for a solution that didn’t require extensive training and that employees could intuitively navigate. The goal was to make managing schedules as easy as using a smartphone, allowing employees to quickly access the information they needed, such as holiday calendars or time-off balances.
The Importance of Cross-Functional Collaboration
Another crucial aspect of both companies’ journeys was the cross-functional collaboration that drove the project. Nando’s approached their Rotageek implementation as an operations-led project, but with strong support from both the technology and people teams. Keeping the core team small helped them move quickly, but they made sure to engage the right stakeholders, especially as the rollout progressed.
The Midcounties Co-operative also highlighted the importance of involving all stakeholders early in the process. With a business as diverse as theirs, it was essential to gather feedback from various teams. They mentioned that instead of relying on surveys, they engaged directly with employees, gathering feedback in face-to-face meetings. This hands-on approach ensured they got honest feedback about what worked and what didn’t.
Managing Change in a Large Organisation
One of the biggest challenges Nando’s faced was managing change in a large organisation. As Nando’s pointed out, not everyone embraces change, particularly managers who had been scheduling shifts their way for years. Overcoming this resistance required a careful approach.
Nando’s tackled this by first rolling out the new system to highly engaged managers, gathering their feedback, and using them as champions for the change. Then, they moved on to the managers who were more resistant. By addressing their concerns early and showing them the benefits, they were able to win them over.
"We knew this was going to be massive for every single person involved in this change, from our hourly paid Nandocas (team members) in the restaurants to area managers and regional directors. We did a lot of work in the lead-up, over nine months to a year of getting the restaurants ready for the change that they were going to go through." - Nando's
The Midcounties Co-operative is in an earlier stage of their rollout, but they have already identified the importance of selecting engaged pilot stores. These stores will provide the feedback they need to fine-tune the system before expanding the rollout to the entire company. By choosing a mix of large supermarkets and smaller convenience stores, as well as urban and rural locations, they hope to get a full picture of how the system performs in different environments.
Measuring Success: What’s Improved?
For Nando’s, the benefits of Rotageek have been significant. They mentioned that productivity, especially during peak hours, has improved. With better scheduling tools, they’ve been able to optimise staff deployment, leading to an increase in sales and employee satisfaction. One surprising outcome was the improvement in peer support among employees, as the system ensured that shifts were properly staffed, reducing the stress on individual team members.
The Midcounties Co-operative is looking forward to similar results. They hope to see improvements in scheduling accuracy and efficiency, as well as better insights into why certain schedules work better than others. The goal is to create a system that not only improves the employee experience but also helps the business operate more efficiently.
The Long-Term Impact of Workforce Management Tools
Both Nando’s and The Midcounties Co-operative are confident that their investment in workforce management technology will pay off in the long term. For Nando’s, the ability to offer employees more flexibility and control over their schedules has already led to increased engagement and retention.
"We've seen our productivity, particularly at peak times, improve and we've been able to rejig resource from our slower periods into peak. This has also led to a growth in Nandoca happiness and peer support, as shifts have been run more efficiently. The data from Rotageek has also meant that we have been able to put power back into our restaurant hands, and they have been able to make even better, more informed, decisions around their workforce" - Nando's
Meanwhile, The Midcounties Co-operative is hoping to see similar improvements, particularly in areas like absence rates and labour turnover. They pointed out that while it’s too early to measure all the long-term impacts, they expect the new system to have a positive effect on employee satisfaction and business performance alike.
"I think productivity is a crucial one for us. I think schedule accuracy is one that we've really struggled with in recent years. We need to get to a place where we're seeing a lot more consistency, and knowing that the schedules that we're spitting out are what employees are actually working to. And if they're not, why not? And actually getting that data and insight to understand why not, so we can feed it back" - The Midcounties Co-operative
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The stories of Nando’s and The Midcounties Co-operative show that workforce management is about more than just technology — it’s about people. By choosing a system that prioritises the employee experience, both companies are not only improving efficiency but also creating workplaces where employees feel more valued and empowered. For any business looking to embark on a similar journey, the key lessons are clear: involve your employees, embrace change, and choose technology that makes life easier for everyone.
