capacity planning n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Capacity Planning PowerPoint Presentation
Download Presentation
Capacity Planning

Loading in 2 Seconds...

play fullscreen
1 / 62

Capacity Planning - PowerPoint PPT Presentation


  • 310 Views
  • Uploaded on

Capacity Planning. Forecasting What is a forecast Purpose of long term forecasting Forecasting and re-forecasting Forecasting File Cap Plan Overview What is a Cap Plan Cap Plan Summary Opportunity/Risk Hiring Schedules Attrition Schedules. Capacity Planning. WFM Timeline.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Capacity Planning' - cooper-delaney


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
capacity planning
Capacity Planning

Forecasting

  • What is a forecast
  • Purpose of long term forecasting
  • Forecasting and re-forecasting
  • Forecasting File

Cap Plan Overview

  • What is a Cap Plan
  • Cap Plan Summary
  • Opportunity/Risk
  • Hiring Schedules
  • Attrition Schedules
capacity planning1
Capacity Planning

WFM Timeline

12 - 18 Months

30 - 45 days

6 Months

4 - 6 weeks

Day of

Reviewed day after

Capacity Plan is created

Financial Plan is adjusted to match Capacity Plan

Short-term forecast is created and discussions with cap planners take place

Scheduling of agents is completed

Creation of the DPs takes place

TCC executes the plan

MIS data is recorded

Financial Plan Comparison

capacity planning forecasting basics
Capacity Planning-Forecasting Basics

Forecasting

  • What is a Forecast?
  • It is what iswhat is expected to happen based on previous history.
  • What is the purpose of Forecasting?
  • To ensure that business service level objectives are met.
  • To predict call workload and estimate the staff required to answer those calls.
  • To prepare the corporation for the upcoming period of action.
  • To provide out business with a plan of action for the month and/or year.
capacity planning forecasting basics1
Capacity Planning-Forecasting Basics

Forecasting

  • What are the reasons to forecast/re-forecast?
  • Normal day-to-day operations
  • New business
  • Marketing Initiatives
  • Change in operating hours
  • Economic state
  • Increase/Decrease in contact rate
  • Attrition
  • Higher/Lower Volume and Handletime
  • Increase in LOA hours
  • Any of the above factors can trigger a change in call volume. If volume is lower or higher than expected, then adjustments to the forecast are made.
capacity planning forecasting basics2
Capacity Planning-Forecasting Basics

Forecasting Spreadsheet

  • The Forecast Spreadsheet is used to contain historical information needed to create an accurate forecast.
  • Historical information needed:
    • Active Accounts
    • Contact Rate
    • VRU Details
    • Call Volume details
    • Projects
capacity planning forecasting basics3
Capacity Planning-Forecasting Basics

Forecasting Spreadsheet

  • Example of Essbase pull
capacity planning2
Capacity Planning

Capacity Plan

  • What is a Capacity Plan?
  • The process of planning, analyzing, sizing, and optimizing resource utilization to satisfy workload demand in a timely manner and at a reasonable cost.
  • Why are Capacity Plans created?
  • To ensure that business service level objectives are met.
  • To track and manage hiring, site growth and sharing of resources to maximize company assets and minimize expense.
capacity planning3
Capacity Planning

Capacity Plan

  • When are Capacity Plans created?
  • Cap Plans for the upcoming year are completed in 3rd Quarter and updated as necessary
  • When are Capacity Plans updated?
  • Cap Plans are updated monthly with the prior month’s results, actual hiring, attrition, headcount, and workspaces
  • Revisions to the Forecast for the remainder of the year are also updated monthly
  • Who reviews the Capacity Plan once it is updated?
  • The Business Directors each month in the second or third week
  • Reviewed by each of the Regional Directors and updated to the Business Performance website
capacity planning4
Capacity Planning

Understanding the Capacity Plan

  • Capacity Plans contain detailed information about:
    • Volumes
    • AHT
    • Assumptions
    • Hiring
    • Attrition
    • LOAs
    • Headcount
    • Facilities
  • Where are the Capacity Plans stored?
    • The Business Performance website:
    • http://bpg.cards.citicorp.com/CapacityPlanning/IndexCapPlan.html
capacity planning5
Capacity Planning

Capacity Plan Components

  • The primary components that are included in the Capacity Plan are:
  • Hiring Summary: A weekly and monthly overview of the annual hiring forecast by site and function.
  • Hiring Details: Used to record, track, and forecast weekly hiring and training attrition by site.
  • Attrition Summary: Overview of attrition for the Business
  • Attrition Details: Used to record, track, and forecast attrition by site at a weekly or monthly view.
  • Headcount Details: Used to track, at a given site, a 12-month view of headcount and productive staff available to take handle the workload.
  • Volume Details: Call volumes, drivers and incremental projects used to track and forecast monthly requirements.
capacity planning6
Capacity Planning

Capacity Plan Summary and Reports

  • What reports and/or areas of focus help to make up the Capacity Plan Summary?
  • Volume Details: This takes a look at the projected volume for the entire portfolio and calculates the combined weighted AHT for the function by month. It includes a learning curve base handle time for new hires as well as additional handle time for sales.
  • Incremental Project File: Forecasts the existing cardmember activities (ECM) that can potentially drive NIVR & Rep Offered Volume
  • Workspace Utilization Analysis: Used to evaluate any opportunity or risk the organization has with workstations for the group at a given site given the assumptions booked in the Capacity Plan
capacity planning capacity plan model
Capacity Planning-Capacity Plan Model

Capacity Plan - Table of Contents

capacity planning capacity plan model1
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • The Cap Plan Summary pulls together on one page, each of the individual components of the Cap Plan
capacity planning capacity plan model2
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Top Tier
capacity planning capacity plan model3
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Cards
capacity planning capacity plan model4
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Average Actives – The average number of active accounts. This number is obtained from either Finance or MIS. Average actives are used as a driver to forecast future calls offered.
  • Calls Offered – The Actual/Forecast number of calls offered during the period.
  • VRU By Pass – The number of calls routed out of the VRU. These are included in the Calls Offered total.
capacity planning capacity plan model5
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Base AHT – The number of seconds it takes for an agent to take a call
  • LC – Learning Curve; The number of seconds over the base AHT it takes for a newly hired employee to complete a call
  • Leveraging Impact – The number seconds over the base AHT it takes for a contingent employee to complete a call
  • Combined Weighted AHT – Average Handletime for all employees in the function for the period. AHT is the average length of calls and is measured in seconds
capacity planning capacity plan model6
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Base FTE Required – The number of agents required to support call volume. It is obtained from eWFM, and is calculated using the following metrics: Offered Volume, Handletime, Shrinkage, Occupancy and the # hours available in the month.
  • Staffing Strategy – Represents the business strategy to be over or under staffed to best utilize available resources for the servicing of cardholders. Also helps to address the fluctuations in volume and provide the required service level
  • Total Required – The total number of agents required to provide the required Service Level to our Cardmembers. It is the sum of the Base FTE and Staffing Strategy
capacity planning capacity plan model7
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Total Exit the Business – The total number of Associates that left the function during the period
  • Exit the Business – Those employees that terminate their employment, either voluntary or involuntary
  • Training – Associates that terminate their employment during training
  • Transfers – Associates that are transferring to another department within the company. When typically speaking to attrition, transfers are not considered as attrition
capacity planning capacity plan model8
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • New Hires Graduated – The number of new hires that graduated and hit the floor during the month
  • Total Productive FTE’s – The total number of productive staff available to take calls
  • Base Position – The total number of Associates within the group that are available to assist Cardmembers. It is calculated as the Total Productive Staff minus the Total Required Staff.
capacity planning capacity plan model9
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Support From – Represents the FTE equivalent of calls handled by other groups
  • Support To – Represents the FTE equivalent of support provided to other groups
  • Net Position – Represents the total number of associates across all groups that are available to assist cardholders. It is calculated as the base position plus support from, minus support to, plus overtime minus VTO
  • Net Position w/o Staffing Strategy – Indicates what the net position would be excluding the staffing strategy from the Total Required. The number is carried forward to the Opportunities and Risks
capacity planning capacity plan model10
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Metrics – The actual/forecast operating results for the period
  • ASA – Average length of time in seconds to answer a call
  • Service Level – The % of calls answered within a set number of seconds
  • Occupancy – The % of time the Associates are using AHT compared to the total time they are signed onto the phone.
  • Availability – The % of time the Associates are signed onto the phone compared to the total scheduled/paid hours
  • Shrinkage – The inverse of Availability. Calculated as 1 minus the Availability %
  • Paid Hours – Total number of business days in the month times 8 hours
  • Productivity – The Total Calls Offered/Productive FTE
capacity planning capacity plan model11
Capacity Planning-Capacity Plan Model

Capacity Plan - Summary

  • Driver Impacts of FTE – The FTE change that results from a 1 second, or 1 % change in each of the drivers
capacity planning capacity plan model12
Capacity Planning-Capacity Plan Model

Capacity Plan - Availability

  • Availability – Summary of previous year actuals and current year forecast
capacity planning capacity plan model13
Capacity Planning-Capacity Plan Model

Capacity Plan - Opportunities and Risk

  • What is the Capacity Opportunities/Risks?
  • A detailed schedule, by business unit, what the upcoming areas of opportunities/risks are for the department. The Capacity Opportunities/Risk report is completed monthly in conjunction with the updates made to the forecast.
  • What are the main components to view on the capacity O/R report?
  • Working Base Position
  • Working Net Position
  • Opportunity/(Risk) Position
  • Potential Management Items
capacity planning capacity plan model14
Capacity Planning-Capacity Plan Model

Capacity Plan - Opportunities and Risk

  • Summarizes any opportunities/risks that may impact the business.
capacity planning capacity plan model15
Capacity Planning-Capacity Plan Model

Capacity Plan - Plan vs. Current

  • The Plan vs. Current report compares the current full year forecast versus what was initially projected for Plan the previous year.
capacity planning capacity plan model16
Capacity Planning-Capacity Plan Model

Capacity Plan - Prior vs. Current

  • The Prior vs. Current report compares the current full year forecast versus what was projected the month before.
capacity planning capacity plan model17
Capacity Planning-Capacity Plan Model

Capacity Plan – Volume Detail

  • The Volume Detail is a summary by business by site of key call metrics.
capacity planning capacity plan model18
Capacity Planning-Capacity Plan Model

Capacity Plan – Projects

  • Forecasts activities that can potentially drive volume.
  • Information is collected from project managers
  • Assumptions made based on historical programs
  • Types of activities could include plastics, conversions, CIT, Privacy notifications
capacity planning capacity plan model19
Capacity Planning–Capacity Plan Model

Capacity Plan Hiring Schedules

  • The Hiring section of the Capacity Plan is designed to give an overview of the annual hiring forecast by Site and by Function. It consists of 2 primary pages:
    • The weekly hiring page
    • The Hiring Summary
  • The hiring schedule can change frequently, for any of the following reasons:
    • Increase/decrease in monthly Base Contact Rate
    • Marketing initiatives
    • Attrition
    • Handle Time changes
    • LOA increase
    • Transfers to other departments
    • Hiring changes have to be reflected in RPS and notifications sent to the Training and Scheduling departments.
capacity planning capacity plan model20
Capacity Planning-Capacity Plan Model

Capacity Plan – Weekly Hiring

  • Training Date – The start date is the 1st day of training, usually a Monday and generally consists of Orientation.
  • Available Date – The 1st day of production. May differ by business based on the length of training.
  • Requested – The number of associates requested to be hired
  • Started – The number of associates that actually started the class.
  • Graduated – The number of associates that completed the class and will join production.
capacity planning capacity plan model21
Capacity Planning-Capacity Plan Model

Capacity Plan – Weekly Hiring

  • The monthly roll-up table is also included on the weekly hiring sheet.
  • Internal and External hiring is separated out, due to the variations in the length of the class.
  • The totals feed to the Staff Count page, that uses the weekly totals to calculate the appropriate FTE lift depending on the week of graduation.
  • Actual graduating counts should be input as soon as the information is available.
capacity planning capacity plan model22
Capacity Planning-Capacity Plan Model

Capacity Plan – Combined Hiring

  • The combined hiring page is a weekly view all sites combined.
capacity planning capacity plan model23
Capacity Planning-Capacity Plan Model

Capacity Plan – Hiring Summary

  • A 12 month overview of all hiring by site.
capacity planning capacity plan model24
Capacity Planning-Capacity Plan Model

Capacity Plan Attrition Summary

  • The Attrition summaries are used to record, track and forecast attrition for the business unit.
  • The Attrition summary consist of two tables:
    • Weekly attrition
    • Monthly rollup
  • Attrition should be updated in the cap plan for the month at the beginning of the following month on the Actual Attrition page. This number feeds to the Attrition Summary pages.
  • The attrition data is pulled from the Headcount Database located on the Capacity Plan2 drive.
capacity planning capacity plan model25
Capacity Planning-Capacity Plan Model

Capacity Plan – Attrition Actual

  • Actual number of agents that have exited the business should be entered here for the month, at the beginning of the following month.
  • This information is fed to Weekly Attrition summary.
capacity planning capacity plan model26
Capacity Planning-Capacity Plan Model

Capacity Plan – Attrition by Site

  • Exit the Business Actuals – The cell refers to the Actual Attrition page.
  • Exit the Business Forecast – Annualized attrition rate assumption on the staff count pages, multiplied by the prior months headcount, and adjusted for the number of weeks in the month.
  • Transfers Actuals – Manually entered at the beginning of the following month.
  • Transfers Forecast – Applies a standard annualized rate, varies by business based on trends, to the projected headcount to determine the number of projected transfers.
capacity planning capacity plan model27
Capacity Planning-Capacity Plan Model

Capacity Plan – Attrition by Site

  • The monthly table summarized by month the total exits.
  • Exit the Business % Forecast - Exit the business attrites / Total prior month headcount * 12.
  • The Exit the Business % is shown on the Staff count pages to forecast the attrites by month.
  • The Transfers % is calculated the same way.
capacity planning capacity plan model28
Capacity Planning-Capacity Plan Model

Capacity Plan – Attrition Summary

  • A 12 month overview of all Attrition by site.
capacity planning capacity plan model29
Capacity Planning-Capacity Plan Model

Capacity Plan Staff Count Schedules

  • The Staff Count Schedules page is used to track, by site, a 12 month view of headcount and productive staff available to take phone calls. It is used to track actual and forecast of Exempt, Non-Exempt and support employees.
  • The Staff Count Schedule consists of three sections:
    • Headcount Summary
    • Graduating Lift
    • Attrition Lift
capacity planning capacity plan model30
Capacity Planning-Capacity Plan Model

Capacity Plan Staff Count Schedules

The Headcount Summary consists of several components, that are used to calculate the productive FTE by month.

The Graduating Lift section calculates the FTE equivalent of how much time during the month, graduating staff will be productive, or available to answer phone calls.

The Attrition Lift calculates the FTE equivalent of how much time an agent was available to answer calls during the month, prior to leaving.

If an agent is graduates and becomes productive in the middle of the month, they can not be counted as a full FTE for the month, because they were only available part of the month. The same holds true for an agent that exits the business.

capacity planning capacity plan model31
Capacity Planning-Capacity Plan Model

Capacity Plan – Staff by Site

  • Non-Exempt Hiring – Pulled in from the Hiring schedule.
  • Non-Exempt Attrition – Pulled in from the Attrition schedule.
  • Exit the Business – Staff leaving the company.
  • Training – Staff exiting the business during initial new hire training.
  • Non-Exempt transfers – Staff transferring within or out of the phones.
  • Attrition % - Annualized attrition based on current trend. (Current month attrition/Prior month non-exempt staff)*12.
capacity planning capacity plan model32
Capacity Planning-Capacity Plan Model

Capacity Plan – Staff by Site

  • Non-Exempt Staff on Payroll – Staff available to take phone calls, plus staff in training.
  • Support Staff – Support staff functions, or non-phone staff.
  • LOA/DIS – Staff on leave of absence or disability. Forecast is based on an assumption based on trends.
  • Exempt Staff – Officials by band level.
  • Ratios – The number of staff to UM’s, UM to OM, and OM to Director.
  • Total Headcount – Non-Exempt + Support Staff + LOA/DIS + Exempt.
capacity planning capacity plan model33
Capacity Planning-Capacity Plan Model

Capacity Plan – Staff by Site

  • Productive FTE Lift – Full time staff + PT staff converted to FTE. Lift occurs when phone agents enter or exit the lines.
  • PT Headcount – Non-exempt part time headcount on payroll it subtracted in order for the FTE equivalent to be calculated.
  • PT FTE – Calculates the FTE equivalent for PT. 1 PT headcount would convert to .667 FTE.
  • Loans – Reduction in FTE due to loans to other departments.
capacity planning capacity plan model34
Capacity Planning-Capacity Plan Model

Capacity Plan – Graduating Lift

  • Graduating FTE Lift – Calculates amount of time the graduating staff will be available to answer the phones.
  • If an agent graduates in the 1st week of the month, they would equate to 1 FTE.
  • If an agent graduates toward the end of the month, they would calculate to be available only .29% of the month, depending on the number of weeks in the month, or .29 FTE.
capacity planning capacity plan model35
Capacity Planning-Capacity Plan Model

Capacity Plan – Attrition Lift

  • Attrition FTE Lift – Calculates amount of time the agent was available to answer the phones prior to leaving the business.
  • If an agent leaves in the 1st week of the month, they would equate to 0 FTE, because the would not have taken phone calls.
  • If an agent leaves toward the end of the month, they would calculate to be available .71% of the month, depending on the number of weeks in the month, or .71 of an FTE.
capacity planning capacity plan model36
Capacity Planning-Capacity Plan Model

Capacity Plan – Team Ratios

  • Staff - # productive agents assigned to the site, either historically, or forecasted.
  • # Teams – 20/1 ratio – The number of staff / 20.
  • # Teams allocated – The actual # of staff / actual teams assigned.
capacity planning capacity plan model37
Capacity Planning-Capacity Plan Model

Capacity Plan – Walkdown Monthly

  • Summary of prior month’s performance as compared to plan.
  • Primarily used as reference while reviewing with business.
capacity planning capacity plan model38
Capacity Planning-Capacity Plan Model

Capacity Plan – Walkdown Detail

  • Detailed comparison of Actuals vs. Forecast vs. Plan.
capacity planning capacity plan model39
Capacity Planning-Capacity Plan Model

Capacity Plan – Historical Data

  • Summary by month by year of historical call metrics.
capacity planning capacity plan model40
Capacity Planning-Capacity Plan Model

Capacity Plan – Forecast Data

  • Projected Availability and metrics forecast.
capacity planning capacity plan model41
Capacity Planning-Capacity Plan Model

Capacity Plan – Change Control

  • Notes page to reflect any changes made and the date they were made.
capacity planning7
Capacity Planning

Capacity Plan Workstation Utilization

  • The Workstation Utilization Summary is used to evaluate any opportunity or risk the business has with workstations at a given site. It is also used when making hiring decisions.
  • The Capacity planners are responsible to verify seat counts with individual contacts for each business at each site.
  • Both productive workstations, meaning the workstation has a PC, and nonproductive workstations, meaning the station does not have a PC, need to be accounted for in the Capacity Plan.
  • Stackable schedules are also reflected on the page. A stackable schedules file is received from the SFE group, that calculates the number of non-overlapping weekly schedules that can share the same workstation. The file is located on the Business Performance Drive and is updated monthly.
capacity planning capacity plan model42
Capacity Planning-Capacity Plan Model

Capacity Plan – Stacking Ratios

  • Productive headcount w/LOA’s – Calculated from the staffing page and includes Full-time graduated + Part-time graduated + LOA staff for each site.
  • Phone Workspaces Available – Obtained from the point of contact for each business at each site.
  • Current Stackable Schedules – The current number of schedules that can share a workspace.
  • Possible Stackable Schedules – The number of current schedules, that can have another schedule stacked with it, but does not currently.
capacity planning capacity plan model43
Capacity Planning-Capacity Plan Model

Capacity Plan – Workstation Detail

  • Detailed analysis by site of the available workstations for each month.
capacity planning8
Capacity Planning

Capacity Plan – Learning Curve

  • What is a Learning Curve?
  • It is the amount of time over the base AHT it takes for a newly hired employee to complete a call.
  • The learning curve percentage level indicates the percent of the base handle time that the new hire is expected to achieve.
  • Why is a Learning Curve used?
  • To calculate the calls per FTE that each new hire can take in a week, taking into account the total handle time expected to handle the call.
  • The learning curve is added to the base handle time to forecast for requirements each month.
  • Learning Curve models are computed for each site, and a division total.
capacity planning capacity plan model44
Capacity Planning-Capacity Plan Model

Capacity Plan – Learning Curve Model

  • Calculation Assumptions
    • Availability & Occupancy assumptions from the Capacity Plan.
    • Annualized Attrition Assumption built from historical tenure statistics.
    • Most attrition in Customer Service occurs within the first 3 months.
  • Monthly Summary
    • Summarizes Learning Curve impact to base handle time.
    • Illustrates the full year impact of the Learning Curve on a monthly basis.
capacity planning capacity plan model45
Capacity Planning-Capacity Plan Model

Capacity Plan – Learning Curve Model

  • Learning Curve Data & FTE Distribution
    • Shows the distribution of the new hire classes moving along the learning curve week after week.
    • Used to determine where in the learning curve a new hire class is.
capacity planning capacity plan model46
Capacity Planning-Capacity Plan Model

Capacity Plan – Learning Curve Model

  • Call Volumes
    • Computes the volumes that the team of new hires can take in a particular week.
    • Uses the # of new hires left in the week times the average calls per rep.
  • Percent of Volumes
    • Computes the percentage of total volume that each new hire team can handle.
capacity planning capacity plan model47
Capacity Planning-Capacity Plan Model

Capacity Plan – Learning Curve Model

  • AHT Impact
    • Computes the learning curve impact to the average handle time.
  • Weekly Summary
    • Base Handle Time, Overall Handle Time, and Learning Curve Impact to Handle Time.
capacity planning capacity plan model48
Capacity Planning-Capacity Plan Model

Capacity Plan – Combined Headcount

  • Quick look at the combined headcount by site.