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In: Resource & Demand Management

One thing I have noticed throughout my career, is an ongoing business assumption that if we add more people to address a particular body of work, then problems will get solved. There are times when this is most definitely true. If there are substantial changes in your business model that result in material increases in work volume (and hopefully sales revenue and profit), it will be hard to cover that work without more people, at least at first. However, before moving to a people solution, I encourage leaders to think of the issue as if you were spending your own savings account on the personnelRead More →

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In: Operations Reporting-Analytics, Resource & Demand Management

A technical support capacity plan, also called a resource model, is used to estimate the required human resources (FTEs) and related costs during a designated, future time period and is often a key input for the annual, budget planning process. In most cases, labor is the largest component of a tech support department’s expenses. Capacity planning is both an art and a science. Even with all of the data in the world there is no way to project the future with 100% certainty, so you must add in your leadership experience and judgment, i.e. the art, to create the best plan possible. We must expectRead More →