Resource Requirement Validation in a Service Sector
February 4, 2023
Resource Requirement Validation in a Service Sector
Veronica Kerr |
BPOCapacity Validation Study
Resource Requirement Validation in a Service Sector
Key Points
- Overtime and idle time both exist
- Shift of the allocation activity to be the first step of the process
Client's Challenge
- Visualizing operations in complete detail
- Process intricacies cannot be mathematically quantified
- Resource requirement
- Identification of process bottlenecks
PMI's Approach
- Data collection and Analysis of Data
- Random data used for arrivals, line item size, etc. to replicate
the actual system - All process intricacies put in
- Building, verification, and analysis of baseline model results;
Bottleneck identification - Visualization of job Queue time
- Overtime record
Findings & Recommendation
- Turn Around Time misses recorded for further analysis
- Agent's time in the state obtained to understand utilization
- New allocation strategy tested on the model
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