An Example, Part 1
A health insurance company was implementing new IT platforms to support customer service efforts. In fact, the organization was moving from having five separate platforms to having two common ones. Clearly, this change would have a major impact on the numbers and types of IT staff that would be needed, and the company decided to use workforce planning as the tool to identify and address these staffing implications.
This health insurance company chose to implement the issue-oriented approach described in Chapter 4, but added an interesting twist. A specific workforce planning process was indeed developed and implemented to address the staffing issues raised by the platform change. Clearly, as a part of this effort, it was necessary ...
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