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CLA Headcount Increase Justification

CLA Headcount Increase Justification. Headcount requested : 21 CEs for CLA due to new business in Mexico and Argentina. New Business: This is all new business, all deals have closed, contracts are signed. New product installation and Services implementation currently underway. Mexico

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CLA Headcount Increase Justification

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  1. CLA Headcount Increase Justification Headcount requested: 21 CEs for CLA due to new business in Mexico and Argentina. New Business: This is all new business, all deals have closed, contracts are signed. New product installation and Services implementation currently underway. • Mexico • 1242 NCR ATMs for BBVA Bancomer • 600 New Tidel 3600 ATMs for Cardtronics - Initial Tidel deployment in CLA Area • 410 NCR ATMS for Banco Mercantile del Norte (BANORTE) • 240 ATMs among several other banks • 1000 POS units at Soriana, HEB, Liverpool, and several smaller retailers • Argentina • ATM SLM Winback at Banco Galicia including new product sales to replace Diebold ATMs • 3 years SLM Services for 260 NCR ATMs, 330 Diebold ATMS, 549 Deposit terminals Financial Metrics: • $3.02M in new revenue • CLA services revenue is above plan through Q2 by $1.7M • Additional salary expense required is $388K Additional Justification: New resources planned at targeted productivity of 3.5 WO/CE/Day. This request includes workload absorption of 6.5 FTEs within the existing workforce.

  2. CLA Headcount Increase Justification Operational Metrics • Closed Calls/per CE/Per Day are at 3.3 vs target of 3.5 • January/Feb average WOs/Day was 3.1 due to South America summer vacation, a normal business cycle. • Store Automation represents 17.4% of service actions. • Mexico Travel and Repair averages 52 minutes greater than CLA plan due to geographic dispersion and product mix; WO productivity 25% below CLA average due to lack of high density, low complexity products • CLA Resolution SLA and Utilization on plan YTD

  3. Decision Criteria & Process Request to Increase Headcount Process Map and Assessment Methodology • Financial Metrics • Request due to SLA/Workload Only • Check Metrics – sea of green – confirm costs covered • in Outlook by CFO • Red zones – identify cost reductions in other areas • Request due to Growth – New Revenue • Requires Yield assessment – currently 50% - • recommend driving to 70% • This means 30% cost constraint • Note – need future refinement by product line • Operational Metrics • Request due to SLA/Workload Only • Check Metrics – sea of green – move to Financials • Red zones – capacity review by CS Operations • and generates root cause action plan by Area • Request due to Growth – New Revenue • Check Metrics – sea of green – move to Financials • Red zones – capacity review by CS Operations • and generates root cause action plan by Area Approval/Rejection of adjusted numbers confirmed back by HR to Area.

  4. Key Metrics Summary – Q2 2007 Note: CE Headcount number includes Outsourced FTEs not included in Plan. CLA productivity includes 113 Outsource FTEs. Actual CLA CE headcount per Peoplesoft reporting is 415 versus plan 417 Reported Total CLA HC YTD of 519 versus approved plan of 528 does not include the Outsourced CE FTEs included in the CE number (528 CEs vs 519 Total Headcount) Prior Year CE data also includes Outsourced CE FTEs not included in plan (515 CEs vs 509 HC)

  5. Metrics Trending – CLA 13 Months

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