%BMP%Automatic generation of human resource scheduling strategies for IT service team. (08-May-2009)
This idea states an approach to automatic generate some strategies for scheduling team members. With some info provided by managers and engineers, these strategies can help managers to know how many more (or less) engineers are needed for current loading. Our idea provides quantized, objective and adaptive scheduling information for managers and can be implemented with any related software tools.
%BMP%Automatic generation of human resource scheduling strategies for IT service team.
Overview:
We provide an example to explain how our idea works in section C. In section A and B, elements and algorithms are presented.
A. Element Definition:
1. Engineer : Represented as Ei , where i is the index for some engineer in team. This element means the person who solves clients' requests.
2. Request : Represented as Ri , where i is the index of request in some request database system. One request could be solving bugs or implementing features. This is submitted by clients to service team.
3. Professional skill level : Represented as L
profession
. This describes engineer's ability to solve requests. For each engineer Ei , this value is assigned by team manager. The higher the value is, the more professional the engineer is.
4. Difficulty level : Represented as Ldifficulty . This describes that how difficult one request is. This value is assigned by some engineer who takes some request. The higher the value is, the more difficult the request is.
5. Severity Level : Represented as Lseverity . This describes that how fast one request should be served. This value is assigned by clients. The lower the level is, the faster the corresponding request should be served. Values ranges from 1 to N
severity . In real world, sometimes difficult requests may not be necessary to be
solved in short time, vice versa. So severity and difficulty are two different attributes for one request. Furthermore, it is mapped to some constants of days. The mappings are assigned by team manager. For example, if Nseverity is 3. Then
the mapping between severity and days could be as follows:
Severity 1 must be resolved in 3 days Severity 2 must be resolved in 6 days.
Severity 3 must be resolved in 9 days.
6. Total number of engineers : Represented as Nengineer .
7. Total number of requests : Represented as Nrequest .
8.Maximum profession skill level : Represented as N
profession
. Note that N
profession
equals
to Ndifficulty .
9. Maximum request difficulty level : Represented as Ndifficulty .
10. Maximum request severity level : Represented as Nseverity .
11. Working Days : How many days for all engineers to go one round. This value is assigned by team manager.
12. Expected Days : How many days for all requests to be finished. This value is assigned by team manager.
13. Goal : This describes how many profession skill levels can be provided during Working days .
14. Loading : This describes how many unsolved requests and corresponding difficulties till now.
15. Strategy : This describes how many more or less engineers should be arranged or decreased during Expected Days .
1
B. Process to generate Strategy : Step 1. Compute Goal = (Σ Ei 's L
)/(Working days ), i is from 1 to Nengineer .
Step 2. Compute Loading = (Σ Ri 's Ldifficulty ), i is from 1 to Nrequest .
Step 3. Compute Loading'= Loading - Goal * (Expected days...
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