IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-540-75504-3_3.html
   My bibliography  Save this book chapter

Strategic Resource Planning

In: Service Chain Management

Author

Listed:
  • Gilbert Owusu

    (British Telecommunications plc)

  • G. Anim-Ansah

    (British Telecommunications plc)

  • M. Kern

    (British Telecommunications plc)

Abstract

One of the cornerstones of successful organisations has been the optimal use of their workforce. Two types of resources characterise service organisations: front and back office resources. These resources are defined by their capability (i. e., skills), location and availability. Front office resources handle incoming demand whilst the back office resources execute the services related to the demand. Planning of such resources can be carried out at one of three levels: strategic, tactical and operational; referring to long-, medium-, and short-, term planning respectively. The three levels for planning may overlap or may be distinct. Either way there is a flow of information from strategic to tactical and from tactical to operational. The loop is then closed by flow of information from operational back to strategic (see Fig. 3.1). In this context, strategic planning provides information on the overall balance of customer demand with available resource capacity. Tactical planning suggests a coarsegrain allocation of resources to tasks with no consideration given to when those tasks must be executed. And operational planning represents the allocation of specific resources to specific tasks; detailing the specific times of execution. The level of detail required for planning increases as one moves in time from strategic to operational. For strategic planning it is sufficient to analyse resource requirements based on the number of resources and their levels of productivity. On the other hand, for operational planning it is imperative that details such as starting location, preferred working location, scheduled hours, and availability for overtime are identified for accurate deployment to be realised.

Suggested Citation

  • Gilbert Owusu & G. Anim-Ansah & M. Kern, 2008. "Strategic Resource Planning," Springer Books, in: Christos Voudouris & David Lesaint & Gilbert Owusu (ed.), Service Chain Management, chapter 3, pages 35-49, Springer.
    • Handle: RePEc:spr:sprchp:978-3-540-75504-3_3
    DOI: 10.1007/978-3-540-75504-3_3
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-540-75504-3_3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.