Scanim Case Study 1 Essay Example
Case No. 1: Scanim Call Center:
Prepared by: Richard Marx
Prepared for:
____ College – Spring 2013
Strategic Human Resources Planning
TABLE OF CONTENTS
Table of Contents 2
Executive Summary and Introduction 3
Questions 4 -11
Conclusion 12
Appendix A: Demand Forecasting Techniques Implementation Plan 13
Endnotes 14
Bibliography 14
EXECUTIVE SUMMARY
This paper, prepared by the Ontario HR Manager for Scanim, argues the company is ready to start the new Inbound Service and Warranty Claims Contract for Chrysler Corporation. Scanim management’s recognizes they have to boost their workforce by 100 inbound operators. However, a disruption in service to existing customers will not be tolerated. Furthermore, call center operating costs must remain as low as possible during and after the personnel changes.
In order to take on the additional workload, the HR Manager wanted to ensure the call center’s operational readiness. Thus, he wanted to assess their ability to determine HR Demand, as well as ascertain HR Supply and do more for succession management. Two methods for forecasting HR Demand, namely the quantitative method of regression and the qualitative envelope/scenario method will be examined. This will be followed by completing a Markov Model to determine HR Supply. Three developmental opportunities within succession management will follow next, namely job rotations, formal training and development, and mentoring and coaching. Finally, this paper will look at movement analysis as another method to ascertain HR Supply.
INTRODUCTION
As the Ontario HR Manager for Scanim, we are looking forward to starting our new Inbound Service and Warranty Claims Contract for Chrysler Corporation. We want to ensure, however, that we will not disrupt service to our existing customers.
Prepared by: Richard Marx
Prepared for:
____ College – Spring 2013
Strategic Human Resources Planning
TABLE OF CONTENTS
Table of Contents 2
Executive Summary and Introduction 3
Questions 4 -11
Conclusion 12
Appendix A: Demand Forecasting Techniques Implementation Plan 13
Endnotes 14
Bibliography 14
EXECUTIVE SUMMARY
This paper, prepared by the Ontario HR Manager for Scanim, argues the company is ready to start the new Inbound Service and Warranty Claims Contract for Chrysler Corporation. Scanim management’s recognizes they have to boost their workforce by 100 inbound operators. However, a disruption in service to existing customers will not be tolerated. Furthermore, call center operating costs must remain as low as possible during and after the personnel changes.
In order to take on the additional workload, the HR Manager wanted to ensure the call center’s operational readiness. Thus, he wanted to assess their ability to determine HR Demand, as well as ascertain HR Supply and do more for succession management. Two methods for forecasting HR Demand, namely the quantitative method of regression and the qualitative envelope/scenario method will be examined. This will be followed by completing a Markov Model to determine HR Supply. Three developmental opportunities within succession management will follow next, namely job rotations, formal training and development, and mentoring and coaching. Finally, this paper will look at movement analysis as another method to ascertain HR Supply.
INTRODUCTION
As the Ontario HR Manager for Scanim, we are looking forward to starting our new Inbound Service and Warranty Claims Contract for Chrysler Corporation. We want to ensure, however, that we will not disrupt service to our existing customers.