The associate project manager for the Indian division of SAP Labs, a multinational enterprise that provides software and software, related services, has been meeting with his supervisor to talk about approaches to estimate staff conditions across shifts for the company's provisioning team. The team works three shifts, twenty-four hours a day, seven days a week and services multiple kinds of requests in the type of tasks, which have one of the seven precedence assigned to them.
Service level agreements with customers require the first reaction time of the group meet special requirements, which differ across priorities. Employing service agents involves prices for the organization. A shift schedule that minimizes the variety of staff used in a service setting while meeting the service level agreement expectations must be identified by the project managers. Author Ajith J. Kumar is affiliated with T.A. Pai Management Institute.
SAP Labs Staff Requirements case study solution
PUBLICATION DATE: May 14, 2013 PRODUCT #: W13191-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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