Workforce planning for Global Network Delivery Model

A steep competition in IT services and customers´ demand for high quality of service makes IT service providers to investigate new ways of delivering services. To gain competitive advantage, Tata Consultancy Services Limited proposes Global Network Delivery Model (GNDM) to deliver services seamlessly and uniformly for global customers from multiple delivery locations such as India, China, Europe, North America and Latin America. This paper focuses on workforce planning for multiple locations while aiming to meet time-based Service Level Agreement (SLA) for each location. Based on workload and time-based SLA, we propose a mathematical model to determine optimal work-force size for each location and each shift. A real-life IT service process is considered to evaluate the performance of the proposed model. The proposed model is compared with current practice and benefits explained.