BA&O - Whitepaper
Work Force Management
A model-based approach to achieving targeted performance improvements
Service providers’ work force management practices and the terms and conditions of their agreements with organized labor together have far reaching implications for operational performance, profitability and competitiveness, as well as labor compensation and benefits.
Having the means to rapidly model and evaluate these inter-dependencies can facilitate fact-based insights into a plethora of contract and management challenges. Examples include:
What level of productivity increases may reasonably be required of tenured field technicians to offset an across-the-board pay increase ?
To what extent and under what conditions can paid-time-off be increased while maintaining satisfactory service levels?
By how much could mean-time-to-clear (MTTC) change if over-time work were assigned according to different, i.e., more flexible, work rules ?
What should targets be for key performance metrics such as troubles cleared per tech per day, and how should these targets vary over time and across different skill or experience levels ?
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