Ying Tat Leung, Human Resources in Information-Intensive Service Providers

At #hsse2012 Ying Tat Leung asks how many people to hire for service enterprises, particularly for information-intensive service providers (e.g. consultants, billable services professionals).

Two types of analysis:  Gap/glut planning (when resource supply is smaller / larger than service demand); and resource action (calculate ways to get resolve gap or glut).

Two types of solution computation: Priority-based (heuristics on business rules), and optimization (lowest cost with linear programming).

Looking for an approach to systematically generate organizational designs, so that managers can choose from them.  Potential for emergence of some designs not previously considered.

Organization design as grouping of organizational roles.  Entity types in an organization can be found in a business architecture model.  An organization design can be obtained by clustering organizational roles based on their attributes and relationships with other entities in a business architecture model.

Example with a hypothetical insurance provider, domain selected due to standard industry architecture with Insurance Application Architecture, (Jürgen Huschens and Marilies Rumpold-Preining 2006) Handbook on Architectures of Information Systems http://dx.doi.org/10.1007/3-540-26661-5_28.  Job roles from Occupation Information Network, http://www.onetcenter.org/ .

Compares (a) Center of Competency approach vs. (b) Replication approach, the only differences are travel costs.

Problem is similar to production planning, but more challenging, as humans are more difficult because humans can learn. At best, can use these models as starting point. Can’t forget strategic aspects of human resources.

Noticed earlier IBM research reports: 2009 RJ10442 Ying Tat Leung, Jesse Bockstedt, Wolfgang König, “Staffing at Multiple Locations for a Multi-Skill Service Provider” at http://domino.research.ibm.com/library/CyberDig.nsf/1e4115aea78b6e7c85256b360066f0d4/c92f2abd67f211ce85257551005348bf!OpenDocument ; 2010 RJ10478 Ying Tat Leung; Susanne M. Glissmann, “A Clustering Approach to Organization Design of Knowledge-Intensive Service Providers” at http://domino.research.ibm.com/library/cyberdig.nsf/papers/58C6B1D509E8DCA68525780000603960 .

Also found co-authored paper, 2011 RJ10491 Uday Apte; Uday Karmarkar; Cheryl Kieliszewski; Ying Tat Leung, “Exploring the Representation of Complex Processes in Information Intensive Services” at http://domino.research.ibm.com/library/cyberdig.nsf/papers/0EE95510073634D98525794800576C15