No matter how effective your Forecasting or Scheduling at some point either incoming calls will outnumber the number of staff you have available to answer the calls, or too many staff will be scheduled resulting in staff sitting around unproductively. It might be inaccuracies in the forecast or scheduling staff non-adherence. Either way it has to be managed and this is where the “Real-Time Management” function adds value. In addition the Real-Time team are the eyes and ears of the whole planning process, they close the loop and if used effectively will allow continuous learning throughout the whole planning process.
Typical Real-Time Management Tasks
- Monitors service delivery and schedule adherence in real-time
- Identifies service hotspots and takes remedial actions as required
- Provides detailed analysis/insight of service performance to feed future planning processes and to inform performance management within the operation
- Inputs on the day changes to schedules and manage impacts to service (e.g. absence)
