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Method and System for Optimizing Technology Focused Organizational Design Disclosure Number: IPCOM000239924D
Publication Date: 2014-Dec-15
Document File: 4 page(s) / 200K

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The Prior Art Database


A method and system is disclosed for optimizing technology focused organizational design.

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Method and System for Optimizing Technology Focused Organizational Design

Information Technology (IT) service delivery becomes an increasingly challenging business as customers demand improved quality of service while providers are driven

to reduce the cost of delivery. Existing solutions typically use ad hoc approaches based on resource pool construction guidelines such as minimum and maximum number of customers and service agents for each resource pool, which is non prescriptive and is difficult to design. There always exists a scope for improving organizational design by recommending changes that can minimize service fragmentation and have less disruption to the regular business operations.

Disclosed is a method and system for optimizing technology focused organizational design. The method and system utilizes an optimization technique that recommends organizational design changes which consolidates customer services into technology focused groups. The optimization technique minimizes the service fragmentation , while having less disruption to normal business operations, thereby minimizing the knowledge transfer needed for the service agents to work for different customers . Technology focused organizational design objectives are quantified and modeled both as implicit preference values and as explicit performance indicators so that the optimization model can be created to guide the organizational design.

In accordance with the method and system, the technology focused organizational design is created by following a sequence of steps including (1) quantifying business objectives as performance indicators, (2) modeling optimization objectives through preference values, (3) building an inner optimization routine based on the preference values, (4) constructing an outer optimization routine using the performance indicators to guide the preference value update, and (5) optimizing the organizational design using a cascaded process including both inner and outer optimization routines .

Additionally, the focused organizational design is created based on specific criteria such as, but not limited to, considering complexity of accounts (different service level commitments (SLCs), different workload complexity, and different technologies), reducing account fragmentation (per account: fewer delivery centers, closer delivery centers and per delivery center: fewer accounts, closer accounts). The focused organizational design also considers increasing the account affinity within the same delivery center, assign full time equivalents (FTEs) at the delivery center level but not the pool level and having less disturbances for delivery centers (using same FTE capacity per delivery center, moving account workload around but not adding new accounts, taking advantage of current cross training and reduce the need for new training).

The optimization technique that provides organizational design modifies initial preference values of existing middle lo...