Question

Question: Evaluate the employee demand for the next year using ratio analysis technique.

Scenario

Canadian Pacific and International Bank (CPIB) is a premier Canadian financial institution with assets over $150 billion and operations across Canada and in 33 countries. Today, it is 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 service providing expert advice on banking products and services. Currently, their inbound call center in Halifax, N.S. is in the process of conducting an HR planning exercise. They have estimated employee movements throughout the organization and have mapped this information onto the following Markov matrix:

In addition, the HR department suggests that three percent of the workforce this year will be retiring next year. These departures are expected to be experienced proportionately at all levels in the organization. These are not included in the exit estimates.

This year, the call center had 5,200,000 clients. Due to a new project, the call center expects an additional 1,500,000 clients in the next year. No changes are anticipated in the distribution of the workforce between now and the end of the year.

Answer 1

Given that As given the movement probabilities areas following movement probabilities On the basis of these probabilities we have calculated the absolute number of movement and finally calculated the total which is the status at the end of the year movement number (as per probability) The change in different level are \r\n There will be a substantial reduction in work force in level (D) This will directly affect the company efficiency in call center and hence may also effect it reputation Adjusting the retirement in the mark OV matrix growth in demand 15/52 = 28084 % Based on this growth estimate we assume that required employee growth will be 28.84 % as direct employee \r\n According to this calculation another 446 customer service reprehensive will be required to meet the demand The excess work force of other three level (or) Fresh recruitment can also be initiated