I´m trying to make a feasibility study, but, when it comes time to determine savings with the project, I stuck. Here´s why:
- We are a contact center enterprise
- We would like to implent a Workforce Management System. One of its funcionalities is to controle schedule adherence, what means that I can know how much % every agent deviate from their day schedule. This controle can make more productive as I reduce waste of time.
- Our plannin department does not have any reference of how much our operations are off the schedule. So, I don´t any reference as well to determine the estimated saving related to this subject.
My question is: what is the best approach for this situation? Saving Changes...
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Elizabeth HarrinDirector| RebelsGuideToPM.comLondon, England, United Kingdom
One of the first things to do is to baseline current performance. If you can't work out how much benefit workforce management systems will give to you then you can't really justify investing in it. Can you spend some time on a research and analysis phase prior to putting together your feasibility study?
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Bruno, you probably are talking about a running operation, not a project. If it is a feasibility study conducted for a project, Elizabeth's comments are very valid and can even be further evaluated. For a running operation, why should you be conducting a feasibility? Naturally, there must be a problem you want to resolve, some change you want to bring in your operational process. If so, your feasibility will definitely result in a project and for that you do not have to get confused with running operations. Let the operation run on its pace, while you develop your business case. Understand the problem clearly and evaluate it for alternatives. For cost benefit analysis, it is not always the dollar value which matters, consider the indirect and intangible costs as well. You have to establish a performance baseline ultimately, with which you can measure the progress of the project when it is executed. At this stage you need not worry much about that, you will come to that once the project is chartered and approved. Saving Changes...
Thanks for all the replies! Actually, Suhail, i´m talking about a project, not about a running operation. The project would deliver savings in the performance of that operation when implemented.
Elizabeth, we decided to put this idea on hold as we realize that the sponsor would not engage in this initiative right now. There is a whole new operation in our call centre being implemented at this moment and there will be no budget for this.
But, if I have no way to get this baseline, it means that a project cannot go on? Saving Changes...
