Dayforce, a human capital management software firm, has published new research suggesting that frontline operations in all sectors are under ever increasing pressure as organizations adapt to an environment in which daily operations are either relying on workarounds or being managed reactively. The report suggests that “the appearance of stability on the surface masks employees working around system limitations and an increase in rising financial, operational and workforce issues”.
The survey of 5600 global executives, managers and front line employees uncovered an increase in concern over scheduling impacts on compliance, increased costs of overtime and employee well-being. The report stated that 65% of executives and managers indicted shift level disruptions were having a moderate or greater impact on financial or operational performance.
It also reported that 45% of front line managers associated the disruptions with increased overtime costs. Research was also revealed that frontline workers are covering operational deficiencies. Almost 74% always or often resort to manual workarounds, while 90% feel they often or always do extra to cover for open shifts. Top executives and managers are spending too much time in firefighting.
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“Frontline teams operate in conditions and environments that change faster than most systems can keep up with. But work doesn’t stop when systems can’t keep pace, and that gap is costing organizations more than they realize,” said Steve Holdridge, President and COO, Dayforce, Inc. “Every day, managers and workers are forced to step in to fix issues in scheduling, time, and pay just to keep operations running. Those quick fixes keep the business moving, but over time they can drive up costs, increase compliance risk, and put real strain on people. Closing the adaptability gap requires more than better planning. It requires the ability to see and respond to what’s happening in real time.”
There is also an increase in employee stress. Almost nine in 10 frontline employees and managers say stress caused by operational disruptions takes a toll on their health, and 71% say they have at some point thought about quitting because of it. And just 42% of frontline workers say the company leadership understands what they go through day to day, down from 62% in 2024.
Dayforce introduced the concept of “frontline adaptability” in the report, describing it as an organization’s ability to respond to disruptions in real time through connected systems, better visibility, and more flexible workforce strategies. The company argues that businesses capable of adapting quickly are better positioned to reduce avoidable disruptions and improve workforce stability.
