Case Study of Manpower Planning for Clerical Operations
本文研究一家处理合同文书工作的机构在面临突发大工作量时，如何通过基于电子表格的决策支持模型评估加班和增加临时工等方案，发现这些措施无法在一年内消除积压，从而推动管理层寻找替代方案。
This paper presents a case study of short term manpower planning in an agency which processed contract clerical work. The problem originated when the agency was presented with an unexpectedly large batch of work and a backlog quickly developed. Management took the obvious action of increasing staff numbers but this had little effect on the throughput of work. The situation deteriorated and a rapid response was required from management. This meant that only models that were readily accessible for use by management could be considered. A decision support approach was adopted and a spreadsheet based model developed. This was effectively a time based simulation of the situation, but it gave management the flexibility to evaluate alternative solutions, unaided. The model proved to be a highly successful tool. It demonstrated that simply increasing temporary staff or working overtime were insufficient to remove the backlog of work within a year. This encouraged management to search for alternative solutions.