Deskless workers are employees who do not have a fixed office desk or workstation and typically work in roles that require mobility or direct interaction with customers and equipment. They are prevalent in industries such as retail, hospitality, manufacturing, healthcare, and logistics, where tasks involve physical presence, on-site operations, or customer-facing activities.
Why are deskless workers relevant to operations?
Deskless workers are crucial to operational success as they perform essential tasks that drive the core functions of many businesses. Their roles often include direct customer service, on-the-floor production, or field-based operations. Ensuring deskless workers are effectively managed and equipped with the necessary tools and information is vital for maintaining business efficiency, optimising processes, managing quality, and achieving organisational performance goals. Operations teams must focus on supporting these workers by providing access to real-time information, clear communication channels, and continuous training to enhance productivity and service quality.
Examples of deskless workers in operations
Here are some real-world examples of deskless workers in different industries:
- Retail: Sales associates and store managers who assist customers, manage inventory, and ensure smooth store operations.
- Hospitality: Hotel staff, such as housekeepers and front desk personnel, who interact directly with guests to provide services and maintain facilities.
- Manufacturing: Assembly line workers and quality control inspectors who are involved in the production process and ensure products meet standards.
- Healthcare: Nurses and medical technicians who provide patient care and operate medical equipment in hospitals and clinics.
- Logistics: Delivery drivers and warehouse staff who manage the flow of goods and ensure timely deliveries.
Best practices for deskless workers
Implementing effective strategies for managing deskless workers can significantly enhance operational efficiency. Best practices include:
- Communication: Establish clear communication channels, such as mobile apps, to deliver real-time updates and instructions.
- Training and development: Provide continuous learning opportunities through e-learning platforms or on-the-job training to improve skills and knowledge.
- Technology integration: Equip workers with mobile devices or apps that provide access to essential information and streamline work processes.
- Performance monitoring: Use performance metrics and feedback systems to track worker productivity and identify areas for improvement.
- Health and safety: Ensure compliance with health and safety regulations by conducting regular training and assessments.
Benefits of deskless workers
Deskless workers bring several benefits to operations, including increased flexibility, improved customer service, and enhanced productivity. By being present on the ground, they can quickly respond to customer needs, adapt to changing situations, and contribute to a more dynamic and responsive business environment.
Common challenges for deskless workers
- Communication barriers: Difficulty in relaying information quickly and efficiently without a fixed workstation.
- Access to information: Limited access to digital resources or company databases while on the move.
- Training limitations: Challenges in providing consistent and effective training without disrupting daily operations.
- Safety concerns: Higher risk of workplace injuries due to the nature of physical tasks.
What do deskless workers mean for frontline teams?
For frontline teams, deskless workers are integral as they are the primary touchpoints with customers and the execution force of most operational plans. In sectors like retail and hospitality, they embody the brand and directly influence customer satisfaction. Ensuring they have access to the right tools, training, and support not only boosts their performance but also enhances the overall customer experience. Moreover, empowering these workers with decision-making capabilities can lead to faster problem resolution and greater operational agility.
How do deskless workers impact operational efficiency?
Deskless workers significantly influence operational efficiency through their direct involvement in service delivery and production. Their ability to perform tasks efficiently and respond to real-time challenges affects the speed and quality of operations. By streamlining communication and providing resources that facilitate their work, businesses can reduce downtime, minimise errors, and optimise workflow. This, in turn, leads to improved productivity and better utilisation of resources.
Deskless workers and technology
Technology plays a crucial role in supporting deskless workers by providing them with tools for communication, information access, and task management. Mobile apps, wearable devices, and cloud-based platforms enable these workers to receive updates, access training materials, and report issues from anywhere, enhancing their ability to perform tasks efficiently and stay connected with the rest of the organisation.
What are common communication tools for deskless workers?
Common tools include mobile communication apps, instant messaging services, and company intranet platforms that allow workers to receive updates and communicate with team members and management in real-time.
How can training be delivered to deskless workers?
Training for deskless workers can be effectively delivered through mobile learning platforms, short instructional videos, and on-the-job coaching sessions that fit into their daily routines without requiring extended time away from their roles.
What are the health and safety considerations for deskless workers?
Health and safety considerations include regular risk assessments, providing personal protective equipment (PPE), and ensuring workers are trained to handle equipment safely and respond to emergencies effectively.
How Ocasta can help with deskless workers
Ocasta’s frontline performance platform offers powerful tools for managing deskless workers efficiently. Through its internal comms app, teams can receive targeted updates and instructions quickly. The frontline training platform provides accessible learning resources to enhance skills and knowledge. For operational compliance, the operational compliance software ensures that safety and quality standards are consistently met. These tools help deskless workers stay informed, trained, and compliant, enhancing their ability to perform effectively in various environments.
Key takeaways
- Deskless workers are essential for industries requiring mobility and direct customer interaction.
- Effective management includes clear communication, continuous training, and technology integration.
- Operational benefits include increased flexibility, improved customer service, and enhanced productivity.
- Challenges include communication barriers, access to information, and safety concerns.
- Technology supports deskless workers by providing tools for communication, information access, and task management.
What are other names for deskless workers?
Alternative terms for deskless workers include mobile workers, frontline workers, field employees, and non-desk employees.