Title :
On Optimising Resource Planning in BT plc with FOS
Author :
Owusu, Gilbert ; Voudouris, Christos ; Kern, Mathias ; Garyfalos, Anargyros ; Anim-Ansah, George ; Virginas, Botond
Abstract :
The need to move from reactive to proactive resource planning has been highlighted by industry analysts, academia and enterprises. Proactive resource planning provides business users with a view of future jobs, which in turn will help them to plan their workforce utilisation appropriately in order to reduce costs and improve customer satisfaction. This paper presents the application of FOS, an integrated service management system, for managing the resources of BT. FOS incorporates applications for reliable workload forecasting, optimised workforce planning, as well as advance tools for visualising and communicating the outputs to end users
Keywords :
cost reduction; customer satisfaction; demand forecasting; operations research; optimisation; resource allocation; service industries; BT plc; FOS; business users; cost reduction; customer satisfaction; enterprises; field optimisation suite; industry analyst; integrated service management system; optimised workforce planning; optimising resource planning; proactive resource planning; reliable workload forecasting; workforce utilisation; Capacity planning; Costs; Customer satisfaction; Demand forecasting; Enterprise resource planning; Intserv networks; Programmable control; Research and development; Resource management; Visualization; Demand management; capacity planning; optimisation; service information technology;
Conference_Titel :
Service Systems and Service Management, 2006 International Conference on
Conference_Location :
Troyes
Print_ISBN :
1-4244-0450-9
Electronic_ISBN :
1-4244-0451-7
DOI :
10.1109/ICSSSM.2006.320520
