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Customer Case Study     BRIDGEi2i helps a large shared services organization become efficient through better workforce    ...
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BRIDGEi2i Case Study - Optimal workforce capacity planning

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BRIDGEi2i helps a large shared services organization become efficient through better workforce capacity planning.

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BRIDGEi2i Case Study - Optimal workforce capacity planning

  1. 1. Customer Case Study BRIDGEi2i helps a large shared services organization become efficient through better workforce capacity planning. Business Challenge The shared services business supports risk advisory consultants globally through processing of various transactional activities. The process was prone to significant volume fluctuations. As part of the long term planning, the business wanted a robust analytical estimation of workforce capacity that factors in variation of volume across days while ensuring shared services team can meet its SLA commitments. Such a solution was also expected to meet other operative constraints around technology, & skills required. BRIDGEi2i Solution BRIDGEi2i modelled the workflow and built a tool based on queue simulation model to analyse various drivers of capacity requirement with its impact on delivery outcomes. Process Segmentation  Segmentation of processes based on pattern, variation & volume of requests  For every segment estimate underlying distribution of volume, TAT, absenteeism etc. Business Workflow Modeling Process Simulation Production Planning Build optimization model to Statistical simulation of various scenarios Modeling of the workflow and recommend capacity levels for various based on distribution characteristics of calculation of key metrics levels of SLA commitment for the various levers across segments group. Business Impact This tool, allowed them to reduce workforce required and make shared service centre more efficient. It provides guideline to balance capacity requirement with volume variability & SLA commitment creating a sustainable capacity and production planning model for the organization. About BRIDGEi2i BRIDGEi2i is an analytics solutions company partnering with businesses globally, helping them achieve accelerated outcome harnessing the power of data. BRIDGEi2i helps companies to BRIDGE the gap between INFORMATION, INSIGHT and IMPACT in their journey to institutionalize data driven decisions across the enterprise.For more details contact us: enquiries@bridgei2i.com Information Insight Impact© BRIDGEi2i Analytics Solutions

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