Active Learning Assignment 3-HR Planning - Markov Analysis PDF

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Applying Markov analysis into practices....

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Huy Nguyen N01325988

Human Resources Management

Planning Supply and Demand for a Call Centre at Canadian Pacific and International Bank – 2% Due Date: By end of day Sunday, October 4th Canadian Pacific and International Bank is a leading financial institution with assets over $150 billion and operations across Canada and in 33 countries. Today, its over 25,000 employees provide personal, commercial, corporate and investment banking services to individuals and businesses around the world. The bank has several call centres which offer exceptional customer services providing advice on banking products, services and benefits. This year, the call centre has 5,200,00 clients. Due to a new project, the call centre expects an additional 1,500,000 clients in the next year. Currently their inbound call centre in Toronto is in the process of conducting an HR planning exercise to plan for this increase in clients. They have estimated employee movements throughout the organization and have mapped the following information onto a Markov Matrix.

1. Complete the Markov Matrix by outlining employee movement projections and the supply estimates for each level for next year. (Review Figure 4.3 in Chapter 4 with the explanation of the Markov Matrix) 20202021 Projections A. Shift Manager (n=6) B. Department supervisor (n=18) C. Team Leader (n=105) D. Customer Service Representative (n=590) Projected Supply 2021: (n= 719)

A. Shift Manager 70%

B. Department Supervisor 5%

C. Team Leader 0%

D. Customer Service Rep. 0%

Exit

n= 4 13%

n= 0 82%

n= 0 3%

n= 0 0%

n= 2 2%

n= 2 5%

n= 15 10%

n= 1 72%

n= 0 5%

n= 0 8%

n= 5 0%

n= 11 0%

n= 76 22%

n= 5 54%

n= 8 24%

n= 0

n= 0

n= 130

n= 319

n= 141

n=11

n=26

n=207

n=324

n=151

25%

2. What trends in the predicted workforce movement should be highlighted as potentially problematic if you consider the case details presented above? Given the projection and the case above, I believe that the rapid increase in the team leaders as well as the significanct decrease in the number of customer service representative would cause trouble to the organization in the year of 2021.

Huy Nguyen N01325988

Human Resources Management

3. How would you address this problem? According to the situation given, in the year of 2021, the organization is projected to receive additionally 1,500,000 clients. This number is almost 30% as much as the number of clients the company has for this year. A decline in customer service representatives by 141 people is likely to result in a drastical shortage of workforce, hence, insufficient services provided to clients. On top of that, it is not logical that while the entry positions are less occupied, the team leader positions rise by slightly over a hundred. This will, in turn, cost the organization a lot of money in terms of labour cost....