Please read the \"planning supply and demand for a call centre at CPIB\" and ans
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Please read the "planning supply and demand for a call centre at CPIB" and answer discussion question.
CASE STUDY Canadian Pacific and International Bank Planning Supply and Demand for a Call Centre at CPIB* Canadian Pacific and International Bank (CPIB) is a premier Canadian financial institution with assets over $150 billion and operations across Canada and in 33 countries. Today, its more than 25.000 employees provide personal, commercial, corporate, and investment banking services to individuals and businesses around the world. More details on the bank were given at the end of Chapter 1 The bank has several call centres that offer exceptional customer services providing advice on banking products, services, and benefits. Currently their inbound call centre in Halifax, Nova Scotia, is in the process of conducting an HR planning exercise. They have estimated employee movements throughout the organization and have mapped this information onto the following Markov matrix: A. Shift Manager (n 6) 0.70 0.05 0.00 0.00 0.25 0.13 0.82 0.03 0.00 0.02 B. Department Supervisor (n 18) 0.05 0.10 0.72 0.05 0.08 C. Team Leader (n 105) 0.00 0.00 0.22 0.54 0.24 D. Customer Service Representative (n 590) Case revised from J. Bulmash, N. Chhinzer, and E. Speers, Strategic Planning for Human Resources, Toronto, ON: McGraw-Hill Ryerson, 2010Explanation / Answer
As given, the movement probabilities are as following:
On the basis of these probabilities, we have calculated the absolute number of movement and finally calculated the total which is the status at the end of the year.
The changes in different levels are shown in the following table.
As per this calculation, there will be a substantial reduction in the Workforce in level D (Customer Service Representative). This will directly affect the company's efficiency in call centers and hence may also affect its reputation.
Adjusting the Retirement in the Markov Matrix
The growth in demand is 15 / 52 = 28.84%
Based on this growth estimate, we assume that the required employee growth will also be 28.84% (i.e. all are direct employees). On the basis of this assumption, the following table shows Shortage/ (Excess) workforce at different levels.
According to this calculation, another 446 customer service representatives will be required to meet the demand. This requirement can be converted from the excess workforce of the other three level, or fresh recruitment can also be initiated.
Movement probabilities n A B C D Exit Total A 6 0.70 0.05 0.00 0.00 0.25 1.00 B 18 0.13 0.82 0.03 0.00 0.02 1.00 C 105 0.05 0.10 0.72 0.05 0.08 1.00 D 590 0.00 0.00 0.22 0.54 0.24 1.00Related Questions
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