Professional Documents
Culture Documents
HRM8050 Sec1
Strategic Human Resources Planning
TABLE OF CONTENTS
Table of Contents
Questions
4 -11
Conclusion
12
13
Endnotes
14
Bibliography
14
EXECUTIVE SUMMARY
This paper, prepared by the Ontario HR Manager for Scanim, argues the company is
ready to start the new Inbound Service and Warranty Claims Contract for Chrysler
Corporation. Scanim managements recognizes they have to boost their workforce by
100 inbound operators. However, a disruption in service to existing customers will not
be tolerated. Furthermore, call center operating costs must remain as low as possible
during and after the personnel changes.
In order to take on the additional workload, the HR Manager wanted to ensure the call
centers operational readiness. Thus, he wanted to assess their ability to determine HR
Demand, as well as ascertain HR Supply and do more for succession management.
Two methods for forecasting HR Demand, namely the quantitative method of regression
and the qualitative envelope/scenario method will be examined. This will be followed
by completing a Markov Model to determine HR Supply. Three developmental
opportunities within succession management will follow next, namely job rotations,
formal training and development, and mentoring and coaching. Finally, this paper will
look at movement analysis as another method to ascertain HR Supply.
INTRODUCTION
As the Ontario HR Manager for Scanim, we are looking forward to starting our new
Inbound Service and Warranty Claims Contract for Chrysler Corporation. We want to
ensure, however, that we will not disrupt service to our existing customers.
Nevertheless, this report argues that we are ready for the challenge. The expansion of
our operation by 100 operators poses some operational hurdles. We have to ensure
that our expanded operations will not reduce service quality to existing clients. In
addition, we will have to hire externally to fulfill most of our personnel needs. And our
call center manager assures me we will have enough trained inbound operators to
ensure the optimal trade-off between maintaining customer service levels and low call
center operating costs.
In order to prepare for the additional workload, we will look at two methods for
forecasting HR Demand. The first is the quantitative method of regression and the
second is the qualitative envelope/ scenario method. Secondly we discuss how a
Markov Model can help us to complete a forecast of our internal HR Supply. Then we
look at three 3 developmental opportunities as part of our new succession management
program. Finally, well look another HR Supply method known as movement analysis.
Chrysler auto sales are now worth $60 Billion dollars and the size of the ISWCT has
more than doubled. Secondly, the normal scenario projects out five years from now
where our HR demand forecast for Scanim has remained the same. This assumes that
Chrysler maintains sales at $30 Billion per year. If there would be any personnel
increase, they would only represent a 5 to 10% increase. Finally, the Pessimistic
scenario projects Chrysler will go bankrupt 3 years from now. Auto sales in this scenario
have evaporated 100% leading to the entire disbanding of the Inbound Service and
Warranty Claims Team. The optimistic and pessimistic scenarios presented above, and
their matching staffing tables, demarcate the four corners of the envelope starting from
now and extending to 3 or 5 years from now. The normal scenario plots the midpoint
along the envelope. Each of three distinct scenarios generates its very own staffing
table based on each forecast.
Figure 1: ISWCT Workforce Scenario Forecasts
Markov Model
Year 2014
Year 2013
Manager
Coach
Superviso
r
Bilingual
CSR
CSR
Initial
Staffing
Level
Manager
Coach/
Supervisor
Bilingual
CSR
CSR
Exit
2(.80)
1(.10)
1(0.10)
15
1(.05)
11(.75)
3(.15)
85
Predicted
End of
Year
Staffing
Level
2(.02)
66(.78)
17(.2)
14
66
21
The above table shows the incumbent Manager will remain in his/ her present position
at the end of the year. Only two of the current Coach Supervisors will remain in their
positions. One will leave the organization and one will be promoted from a Bilingual
CSR role. Eleven of the Bilingual CSRs will remain in their position, three will leave
(based on a probability of 15% which is less than the standard 20% turnover rate for
CSRs).6 One new Bilingual CSR will be created from a CSR promotion. Finally, Sixtysix CSRs will remain in their present positions, seventeen will leave the organization
(based on the industry CSR turnover rate of 20%) and two will be promoted into a
Bilingual CSR Role.
PROS
CONS
Employees require more time to learn their new jobs and may produce more errors
while they learn.
The work completed by a trained employee is of greater quality and quantity than
that of a new worker.
Older employees must assume additional work and stress in order to orient, train
and socialize the new arrivals.
Staff may be rotated away from a task they particularly enjoy or perform well such
that newcomers cannot possibly perform the same tasks as well.
post-secondary institutions to prepare our employees for their new roles as inbound
service and warranty claims operators.
PROS
Employees will learn together the same information at the same time.
Training programs conceived for adult learners will incorporate methods to suit
multiple learning styles.
Formal education programs enable employees to acquire specific skill sets and
complete specific and measurable tasks needed to do their work.
Formal training can take place in-house in the form of courses or through on-the-job
learning.
CONS
Some external courses may prove quite expensive if they require an overnight stay
at a hotel out of town.
It can be difficult to assess the expertise of external trainers and their training
courses, and there is no guarantee the knowledge they convey will be of particular
value.
Employees learn at different learning speeds and those who are slower learners
progress at a compromised rate.
Not all the learners start at the same knowledge or skill level. There is a risk that
those starting from the absolute beginning may be lost from the start and will not be
able to keep up for the duration of the training session.
10
Furthermore, there is a positive correlation between the percent of time coaching CSRs
and CSR retention.10 Our 4 coaching supervisors should thus, coach and support our
CSRs to boost their confidence and self esteem for higher productivity, greater
customer satisfaction and problem resolution. The investment in mentoring and
coaching outweigh the costs.
PROS
complaints;
Improved job satisfaction and motivation, improved organizational commitment,
CONS
Fees paid to external coaches and mentors and establishing their credibility.
Ensuring trust and confidentiality between the mentor/coach and protg.
Potential conflicts of interest may impair the full transfer of knowledge and wisdom to
the protg.
Both mentor and coach will use work time and consume training materials in order to
coach junior employees
11
need to keep in mind that the organizational structure of the ISWCT is relatively flat, and
will afford very few career advancement opportunities as compared to more hierarchical
organizations. Thus, very few CSRs will be recruited, trained and employed into the
Bilingual CSR, Coach Supervisor and Manager Positions. Figure 2 illustrates below
our call centers Personnel Funnel in which the greatest movement of personnel will
occur at the front-line CSR level.
The personnel supply at this level will be entirely external. The diagram also graphically
depicts the high level of turnover for our CSRs and that very few advance to the top
position within call center. I as the HR Manager and in collaboration with the ISWCT
Manager will set our HR supply mix to be purely external, meaning that we will hire
almost entirely externally for our CSR positions. However, as we move into the higher
level positions, we will start to fill them through our internal HR Supply and will thus
promote and hire from within.
Source:
Strategic Human Resources Study for the Canadian Customer Contact Centre Industry, 2003, p. 63.
CONCLUSION
In this paper, we made the case that we are getting ready to begin our new Inbound
Service and Warranty Claims Contract for Chrysler Corporation. To ensure we can
12
increase our workforce by 100 operators, we examined both regression and the
scenario/envelope techniques to forecast future requirements for HR demand. The
Markov model we created will help us prepare for individual movement between jobs in
our call center. The model relies on historical data to calculate transitional probabilities
to predict how long employees will remain in their jobs, will be promoted, or will depart
our company. This model can help us keep track of our open positions as well as track
career progression. Movement analysis enables us to identify where our vacant
positions are and who will fill them. We then looked at some developmental
opportunities to help us with our new succession management plan.
Finally we have to ensure that our new team contains enough trained inbound operators
to ensure the optimal balance between maintaining high service levels to our Chrysler
customers and low call center operating costs. And we hope to transition from being
primarily a cost center to a profit center by earning increasingly more revenue through
up-selling extended warranties and other products and services.
13
Person
Responsible
Key Action
Steps
Achieve
Optimistic
Scenario in which
in Chrysler auto
Sales are $60
Billion dollars 5
years from now
and Scanims
Inbound Service
and Warranty
Claims Team has
more than
doubled.
Scanim HR
Manager
Ontario
Scanim +
Inbound
service and
warranty Claim
Team
Manager,
Supervisors,
Bilingual
CSRs, and
CSRs Coach
Potential
Problems/
Hazards/
Risks
Problem/ Risk
Rating
Problem/ Risk
Control
Measures
Time Frame,
Monitor and
Review
1. Operator
absenteeism
1. Agent
absenteeism is
likely.
2. Staff attrition
2. Staff attrition
is likely.
1.Reduce
absenteeism
with return-towork
interviews
to help
supervisors
better
understand
employee
absences and
how they can
be avoided.
Offer intensive
training for new
operators for the
first 3-4 months.
Provide job
rotation
opportunities for
operators
between 24-36
months on the
job to avoid
burnout
and to promote
job growth.
3. Declining
agent
engagement
given
repetitive and
monotonous
work.
3. Declining
agent
engagement is
likely.
4. Call
Centers flat
organizational
structure with
limited career
prospects
4. Flat
structures with
limited career
prospects are
certain.
2. Reduce
attrition by
hiring people
who see call
center work as
a career
option.
5. Mandatory
cost-cutting in
call center
operations
especially if
there is a
downturn in
Chrysler auto
sales.
5. Mandatory
staff reduction
if there is a
downturn in
sales is likely.
3. Institute an
operator of
the month
recognition
program.
4. Create a
more tiered
contact centre
with more job
levels to allow
for both
mobility and
succession
planning
i.e. creation of
a specialized
Level 2 CSR
position.
Other
Measures:
Performance
Management
improves
agent and
supervisor
productivity
and reduces
the cost per
transaction .
Surveying
customer
employee
feedback to
improve
performance.
Coaching to
reduce costs,
increases
productivity,
and increases
first call
resolution
(FCR) and
customer
satisfaction.
Track operators
in the first 6
months so that
Management
can monitor their
performance and
identify best
performers.
Commit to
continuous
improvement
until the end of
the 5 year
inbound service
and warranty
claims contract
(60 months
from now).
14
ENDNOTES
Monica Belcourt, McBey Kenneth, Ying Hong, and Margaret Yap, Strategic Human
Resources Planning, (Toronto, ON.: Nelson Education Ltd., 2013), 143.
1
2
3
Ibid., 144.
Ibid., 148.
Five things I learned from January car sales numbers. Last modified June 23, 2013,
http://www.theglobeandmail.com/globe-drive/driving-it-home/five-things-i-learned-fromjanuary-car-sales-numbers/article8352815/.
4
Hermann Schwind, Hari Das, and Terry Wagar, Canadian Human Resource
Management: A Strategic Approach. 9th Ed., (Toronto, Ontario: McGraw-Hill Ryerson, 2010),
106.
5
Strategic Human Resources Study for the Canadian Customer Contact Centre
Industry. Last modified June 6 23, 2013, http://www.iccs-isac.org/en/pubs/ HRDCCALL.pdf,
iii.
6
Monica Belcourt, McBey Kenneth, Ying Hong, and Margaret Yap, Strategic Human
Resources Planning, (Toronto, ON.: Nelson Education Ltd., 2013), 214.
7
Strategic Human Resources Study for the Canadian Customer Contact Centre
Industry. Last modified June 6 23, 2013, http://www.iccs-isac.org/en/pubs/ HRDCCALL.pdf,
108.
8
Mentoring at the Call Center Consulting Group. Last Modified June 23, 2013,
http://thecccg.com/mentoring.htm
9
Strategic Human Resources Study for the Canadian Customer Contact Centre
Industry. Last modified June 6 23, 2013, http://www.iccs-isac.org/en/pubs/ HRDCCALL.pdf,
iii.
10
Monica Belcourt, McBey Kenneth, Ying Hong, and Margaret Yap, Strategic Human
Resources Planning, (Toronto, ON.: Nelson Education Ltd., 2013), 177.
11
Monica Belcourt, McBey Kenneth, Ying Hong, and Margaret Yap, Strategic Human
Resources Planning, (Toronto, ON.: Nelson Education Ltd., 2013), 180.
12
BIBLIOGRAPHY
Belcourt, Monica, McBey Kenneth, Ying Hong, and Margaret Yap. Strategic Human
Resources Planning. Toronto, ON.: Nelson Education Ltd., 2013.
The Call Center Consulting Group, Mentoring at the Call Center Consulting Group.
Last modified June 23, 2013. http://thecccg.com/mentoring.htm.
DMG Consulting LLC., Call Center Supervisor Best Practices Last modified June 23,
2013. http://www.dmgconsult.com/files/CallCenterSupervisor_BestPractices
_White_Paper Final.pdf.
Globe and Mail, "Five things I learned from January car sales numbers." Last modified
June 23, 2013. http://www.theglobeandmail.com/globe-drive/driving-it-home/fivethings-i-learned-from-january-car-sales-numbers/article8352815/.
Institute for Citizen-Centred Service Network , "Strategic Human Resources Study for
the Canadian Customer Contact Centre Industry." Last modified June 23, 2013.
http://www.iccs-isac.org/en/pubs/HRDCCALL.pdf.
Schwind, Hermann., Hari Das, and Teri H. Wagar. Canadian Human Resource
Management: A strategic Approach, Ninth edition. Toronto: McGraw-Hill, 2010.