Are you frustrated
because your past efforts to improve staff productivity and organizational
effectiveness have taken too long, cost too much and produced questionable results?
Our staffing models will
help you achieve your
organizational performance goals, improve productivity and create new
capacity for growth.
Within months you will
new solutions that:
Match your workload levels with resource capacities
Increase customer retention
Balance generalist and
specialist job positions based on customer needs
Design expert centers and networks to produce high value innovative
services at low costs
Expand and optimize your shared services
We're experts at
building staffing models in complex operations, especially insurance and banking
operations. We'll show you how your staffing models will
solve your toughest problems before you engage us.
invented AIM-Activity Information Modeling®,
a revolutionary new business data modeling methodology
that produces staffing model databases in a
fraction of the time and with statistical accuracy that is well beyond the best
Our staffing models
deliver two critical types of information:
1) Measurements of how your resource
capacity is consumed now by products, processes, and customers
2) Process performance standards for
analyzing productivity and forecasting future events
Staffing and process
management models are among the most powerful management tools. They predict the
future, what work will occur and how it will be completed. And they control the
organizational performance results that will be achieved.
"AIM is a
unique and valuable tool for us. It delivers new information needed to make
better decisions and achieve our goals."
Larry Agoglia, Managing Director & COO Citigroup Private Bank
engaged Orient Point Consulting since 2001 at Chubb and now at XL Insurance.
I've always been able to solve my problems and achieve my goals by using their
activity information models as my core information for analysis and planning."
Chief Processing Officer XL Group
organization without accurate staffing models is like sailing the ocean without
a map and compass, leaving you lost and unable to achieve your goals.
Reorganizations, re-engineering, changes to product features and volumes, new technologies, and the many other
operational changes that routinely occur require staffing models to help you
make these changes successful.
Our staffing models provide the information you need to determine the best
organization and process structures for your customer segments, products, and
You will have quantitative time and cost information to make the best decisions
about important issues like these:
customers and products
should have specialists and which should have generalists in the
production and service operations? What are
the cost scenarios for each.
operations should be
centralized and which should be decentralized? What are the the cost
benefits in resource and process capacity
business beats their competitors when they provide experts to their largest,
customers, and product experts for the most
complex products. But experts are expensive! What
are the cost benefits of your expert center
vs. expert network options?
What 3 early
warning product life cycle performance metrics do you have to watch for small
What are Staffing
Staffing models are
management tools that precisely measure work activity, analyze how employee time
(resource capacity) is consumed, and determine how many labor hours
are needed for future scenarios. These tools provide both a broad and in-depth picture of work activity time and
cost, but most importantly... why they occur and how
performance can be improved.
What are Staffing
Staffing plans are similar
in format to staffing models. They predict how time will be needed when
differing scenarios are forecast such as changes to product volumes. Many companies use both terms interchangeably.
We deliver staffing
models and plans that:
þ Provide workload measurements for
every activity, process, product, and customer segment.
þ Show you the time each job position
spends on every activity... and why.
þ Tell you if you have the right balance of
generalists and specialists.
þ Predict your future
staffing needs by the hours of skills you will need.
þ Provide everything you need
to design high performing virtual organizations.
Our staffing models include
planning models so you can play "what if" and perfect your organization on paper
before you actually change anyone's job responsibilities. This is critically
important when creating shared services, adopting virtual organization designs,
and outsourcing or insourcing.
We know why your
staffing models have failed
If your processes produce and
deliver complex services you've probably struggled to create staffing models.
Chances are good that your models and tools have frustrated your organization
more than they've helped.
Complex, responsive, and
non-linear service operations, like insurance, banking, and healthcare, require
a lot of quantitative data about work and process metrics. Qualitative data,
from observations and surveys are of no value.
The amount of data that's needed
for basic accuracy far exceeds what can manually be collected. For instance, the
data set for a ten person customer service department must be about 10,000 data
points to provide a 98% confidence factor. A person can manually collect about
200 data points per day so collecting the 10,000 points will take at least fifty
full days of dedicated data collection. You don't have the manpower nor the
expertise to collect the data you need.
Statistical data collection and
calculation methods must be used with the quantitative data. The old fashioned
stop watch method that your grandfather used to time simple linear factory
processes will not work for non-linear processes, and often produces misleading
metrics. To be useable, this large amount of quantitative data must be organized
in a relational database and data models that have been designed for your needs.
The data tables that are extracted
from your database, to build your staffing models, must include causal data and
parameters. You have to know what causes the time and performance
characteristics of activities and processes so you can set performance standards
and improve performance.
We deliver the
critical staffing model components
Collection Systems We collect your data with specially built Internet
systems that collect every type of data in an operation; transactional
processes, responsive processes, and relationship processes that occur both
in and outside of the office.
Databases and Data Models We create staffing and process relational
databases. These provide you with your activity and process metrics and also
causal data so performance improvements can be made.
Staffing and Process Data Expertise We lead you through an analysis of
your staffing and process data. You have never seen this kind of data before
and you need our expertise to help your learn how to use it to manage and
improve your performance.
Staffing Model Tools Working closely with you and your managers, we
create staffing models, predictive staffing plans, and other workforce
management tools that are customized for your needs and goals. These
tools and models will be the foundation of your permanent staffing and
process performance management program that you'll use for managing budgets
and performance, and achieving your growth goals.
Staffing Model Exhibit
The essential staffing
model components are standards and volumes. Standards are the standard
performance times for processes and activities. Throughput volumes are the
number of times the processes occur. This chart is from the policy holder
services departments of a state workers compensation insurance fund. It depicts
the monthly workload level for each premium segment. It is important that
staffing models calculate process and
resource metrics for products and customer segments. Using the general average of
all products and customer segments will fail to explain performance variations
and will hide performance improvement
Orient Point's staffing models
always include product and customer segment models with time and cost metrics.
Segment Process Workload
Staffing Model Exhibit
forecasting tool is used by an American P&C insurance company to determine its
resource needs in over 20 locations.
Orient Point has
been assembling this company's resource, cost, and performance models (AIMetrics)
Staffing Model Exhibit
resource and process performance in a service organization has two facets: 1)
resource capacity management 2) process workload management of both work that
will occur and work that will be completed. This is the workload and resource
capacity forecast report for each day of a future month. It helps managers
schedule adequate capacity for the expected workloads and/or shift work to
periods where there will be adequate resource capacity.
This exhibit is
from branch departments with over 50 unique financial products, 9 customer
segments, and over 200 unique processes... each with it's own very unique
standard time. Tools like this are essential for basic management processes such
as scheduling resources and work.
The report below displays the actual workload that occurred, the workload that
was completed, and the resource capacity that was consumed (all employees,
temps, leased staff, and vendors that actually worked and were paid).
A report like this makes it very easy for managers to learn from their
experience. They spend all of their time analyzing and learning rather than
spending most of their time to gather the data and prepare the report.
Reports like this provide regional and divisional level managers with easy means
to monitor that:
1) the resource capacity that is needed is available and being properly deployed
2) department managers are scheduling or shifting work to time periods where
there is resource capacity for it
(Resource & Process Management Suite), Orient Point Consulting LLC
Staffing Model Exhibit
This is a typical Staffing
Model report for an insurance underwriting department. It provides activity hours,
costs and percent of FTE (full time equivalent).
Staffing models should always include cost because decisions should be
cost-based and savings forecasts should include cost.
Staffing Model Exhibit
Medical Center Staffing & Process Management
Staffing models are used to manage staff capacity, work that occurs, work
that is completed, and productivity (work completed/work hours). Large and
complex operations such as medical centers use staffing management tools that forecast
workloads, measure how efficiently staff capacity is being utilized, and report
how well quality of care standards are being met.
This exhibit is from Orient Point's Staffing & Process Management system for medical centers
and large operations.
Staffing Model Exhibit 6
This exhibit is from a nationwide bank.
It tells them how much time is spent on all activities in each city and how each
city varies from the national average. It is one of over 60 reports in their
national Staffing Model that they use to understand and maintain the skills they
need to precisely meet each city's unique customer service skill requirements.
Their AIM Staffing models helped them improve customer service and retention
while cutting their training costs.
Staffing Model Exhibit
Revenue Growth Staffing Model Report
Managing staff, workloads, and process performance to achieve revenue growth
requires staffing and process management tools that employ sophisticated
metadata. For instance, understanding the activities that create innovative
products and services, and increasing the capacity for product innovations, will
increase sales in customer segments that are value-based.
This exhibit is from a company that doubled its revenue growth rate from 4.5%
to 9% with staffing model tools that increased the time spent on knowledge and
relationship activities while decreasing the time spent on transaction and
knowledge activity %
relationship activity %
transaction activity %
fabrication activity %
management activity %
rules based processes %
sales activity %
sales activity change %
Staffing Model Exhibit
Resource Capacity Forecast & Used
Staffing models forecast the amount of resource
capacity that is needed for the expected workload. Resource capacity that has
been used and the capacity gap is later calculated with the actual resource
capacity and workload that was experienced. These calculations enable managers
to 1) achieve service performance goals 2) optimize costs 3) fully utilize
AIM-Activity Information Modeling Workforce Management Program
Our Workforce Management Programs
calculates workload and required resources, provides the time, cost and
incidence metrics of every activity, process, and product, with the precise
costs for each. Other data is often included such as
"re-work", the time spent re-doing or correcting transactions because the first transaction
failed. We can include any data dimension you need in your program.
Since 1998 we've delivered
hundreds of staffing models and we've seen an incredibly wide array of problems
and opportunities. We access all of this knowledge and experience to tailor a
program that meet your specific needs yet is succinct and lean.
Management Program will also provide you with:
1) information about how your organizational performance can
2) tools that will help you blueprint, implement, and achieve new
Project Phases & Deliverables
Workforce Management Program
takes between 4 and 12 weeks.
Staffing Model Design:
We work with you and your team to design the staffing models you need
systems collect data from your staff as they do their work
Measurements & Staffing Model
Preparation: We assemble your workload metrics into data models and prepare
your staffing models and predictive staffing plans
Sufficiency: We train your managers and help them implement their programs. Then
review how they're doing the first month and at periodic future intervals.
Planning & Predictive Staffing Models
The last files you receive
are specially designed to help you analyze how changes to operational components such as
processes and job scope will change your workloads. By entering different
scenarios such as product volume and productivity rates the staffing model worksheets
will predict the staffing requirements and the labor costs for that scenario.
You can play the
best "what if" you have ever imagined..
Project Value, Savings
Our client's discover
new ways to reduce their staffing and process costs. They discover opportunities
to realign parts of their
organization with their strategic goals by changing the mix of specialists and
generalists. They also begin improving their productivity and quality with new
process and organization performance metrics.
Finally: our best clients
predict problems and solve them before they occur. They predict future staffing costs and
conduct scenario planning, playing "what if" on paper (data models) with various
scenarios until the optimal costs and performance are achieved.
Our No-cost 5 Day
increases your operating knowledge and your abilities to achieve new results by
magnitudes. It took us years to invent, develop and assemble Activity
Information Modeling. It starts where the operations research
text books end. It incorporates advanced applied statistics and a set of
Internet systems to build the data models.
We want you to see how AIM will work
in your organization, what it will deliver, and how you will achieve new
results. We offer
a No-cost Evaluation Pilot to observe our methodology and experience our technologies. This pilot usually spans 5 days and delivers a
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