Staffing Models & Staffing Plans  


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What are Staffing Models?

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 Plans?

Staffing plans are similar in format to staffing models. They predict how resource capacity and cost will be needed or the resource capacity ratios that will be implemented with future plans. Many companies use both terms interchangeably.

We deliver staffing models and plans that:

Provide workload measurements for every activity, process, product,
       and customer segment.

Show you the time each job position spends on every activity... and why.
Tell you if you have the right balance of generalists and specialists.
Predict your future staffing needs by the hours of skills you will need.
Provide everything you need to design high performing virtual organizations.

Our staffing models include scenario 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

  1. Data 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.

  2. Databases, Data Models, and Process Metrics 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.

  3. 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.

  4. Staffing Model Tools Working closely with you and your managers, we create staffing models, predictive staffing plans, and 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.

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 weeks you will be implementing new solutions that:

  Match your workload levels with resource capacities

  Improve productivity

  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.

We 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 traditional approaches.

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

"I've 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."
Jeff Brown Senior Vice President, Chief Processing Officer XL Group

Do You Feel Lost?

Managing an 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 processes.

You will have quantitative time and cost information to make the best decisions about important issues like these:

Which customers and products should have specialists and which should have
       generalists in the production and service operations? What are the cost scenarios
       for each.

Which operations should be centralized and which should be decentralized?
       What are the the cost benefits in resource and process capacity and cost?

Every business beats their competitors when they provide experts to their largest,
       most complex 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 " life cycle performance metrics do you have to watch for small
       trend changes?

Reporting & Forecasting Capacity & Costs

This is an exhibit from Results Navigator, Orient Point's enterprise resource and process management application. These exhibits are from an insurance company's processing center annual resource and process forecast.

This displays the policy forecast for each quarter, the number of Supervising Underwriters required for this forecast, and the total hours of workload for the processing center. Operations managers and HR staffing administrators use this to forecast resource requirements.














This displays the policy forecast for each quarter, the Salary & Benefit cost of the Supervising Underwriters workload. Operations managers, HR and Finance staff use this to prepare the quarterly HR budget.






























This displays the policy forecast for each quarter with the total operating costs, Salary & Benefit plus direct and indirect cost for each policy type. Finance staff use this to prepare the quarterly forecasts, budgets, and budget variance reports. Product managers use it to calculate cost ratios and product profitability.

Staffing Model Exhibit 1

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 opportunities.

Orient Point's staffing models always include product and customer segment models with time and cost metrics.

Premium Segment Process Workload


Staffing Model Exhibit 2

This resource 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) since 2000


Staffing Model Exhibit 3

Managing the 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

Staffing Model Exhibit 4

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.

Underwriting Staffing Model with hours, cost and FTEs

Staffing Model Exhibit 5

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.

.Nationwide bank staffing model

Staffing Model Exhibit 7

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 fabrication activities.







growth rate






knowledge activity %






relationship activity %






transaction activity %






fabrication activity %






management activity %






rules based processes %






sales activity %






sales activity change %






Staffing Model Exhibit 8

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 resources.


The 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.

Your Workforce Management Program will also provide you with:

1)  information about how your organizational performance can be improved
2)  tools that will help you blueprint, implement, and achieve new performance plateaus

Project Phases & Deliverables

Assembling and implementing a Workforce Management Program takes between 4 and 12 weeks.

  1. Staffing Model Design: We work with you and your team to design the staffing models you need

  2. Data Collection: Our systems collect data from your staff as they do their work

  3. Workload Measurements & Staffing Model Preparation: We assemble your workload metrics into data models and prepare your staffing models and predictive staffing plans 

  4. Self 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.

Scenario 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 & ROI

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 Evaluation Pilot

AIM 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 mini Staffing Model.

Call us today at (631) 949-2300

Learn about our no-cost Staffing Model evaluation pilot

Register for a free Staffing Model/Staffing Plan Consultation

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