Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Ivey Publishing
Version: 2013-05-01
Length: 10 pages
Data source: Field research
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Abstract
The associate project manager for the Indian branch of SAP Labs, a multinational enterprise that provides software and software-related services, has been meeting with his manager to discuss ways to estimate staff requirements across shifts for the company's provisioning team. The team works three shifts, 24 hours a day, seven days a week and services multiple types of requests in the form of tasks, which have one of seven priorities assigned to them. Service level agreements with customers require that the initial reaction time of the team meet specific requirements, which differ across priorities. Employing service agents involves costs for the organization. The project managers must identify a shift schedule that minimizes the number of staff used in a service setting while meeting the service level agreement expectations.
Location:
Size:
Large
Other setting(s):
2013
Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Ivey Publishing
Version: 2013-05-10
Length: 21 pages
Data source: Field research
About
Abstract
The associate project manager for the Indian branch of SAP Labs, a multinational enterprise that provides software and software-related services, has been meeting with his manager to discuss ways to estimate staff requirements across shifts for the company's provisioning team. The team works three shifts, 24 hours a day, seven days a week and services multiple types of requests in the form of tasks, which have one of seven priorities assigned to them. Service level agreements with customers require that the initial reaction time of the team meet specific requirements, which differ across priorities. Employing service agents involves costs for the organization. The project managers must identify a shift schedule that minimizes the number of staff used in a service setting while meeting the service level agreement expectations.
Settings
Location:
Size:
Large
Other setting(s):
2013
Related
Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Ivey Publishing
Version: 2013-05-10
Length: 21 pages
Data source: Field research