Resource Requirement Validation in a Service Sector

January 31, 2024

Resource Requirement Validation in a Service Sector


mbawankar |

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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