Delivering high quality service during the service encounter is central to competitive advantage in service organisations.
Achieving high service quality, while controlling costs, is a major challenge for service managers.
About Time focus on addressing these challenges. We link service process operational variables to service quality metrics to provide guidelines for service resource allocation.
This approach enables the service operations manager to take specific actions toward service quality improvement, in light of the costs involved.
The advantage of this approach is the development of robust optimisation models, which can automate gap analyses to help organisations identify capacity shortages or overages in a given territory at a given time for a given demand type.
Our solution approach facilitates decision-making on how best to close the gap between forecasted demand and current workforce capacity. In doing so, ClickSoftware considers many factors when determining optimal staffing levels, including defining the optimal skill mix, training programs, temporary and/or permanent relocations, vacations/non-availability, subcontractor usage, overtime usage and expected demand backlog.