Tactical Resource Planner for Workforce Allocation in Telecommunications

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Abstract

Resource planning is one of the most important operational issues for many companies. This is especially crucial for telecommunications companies. Resource planning aims to provide a high quality of service to the customers while trying to keep the cost as low as possible. This is done by trying to utilize the available resources (workforce) as much as possible so that they can match the expected demand for services. Tactical resource planning looks at medium-term planning periods, i.e. weeks to months, and aims to establish coarse-grain resource deployments. This paper focuses on fuzzy based resource planning approach in British Telecom (BT). We will present a hierarchical based fuzzy logic system which calculates the compatibility between resources (technicians) and the allocated tasks, and then matches the most compatible tasks and technicians to each other. The proposed hierarchical fuzzy logic based system in an experimental setting was able to achieve very good results in comparison to the original system, where the proposed system was able to achieve 12.2% improvement in utilization, 34% increase in technician deployment ,10.8% decrement in travel time and 116.2% improvement in number of important tasks being completed. The proposed system is being incorporated in the workforce planning system in BT.