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1.1.1 Global Parameters
CSRsCap
Used to calculate the capacity for System 2 transactions on the ‘Workload vs. Capacity over time’ chart on the ‘By Month’ Tab.
Defined on the ‘By Month’ Tab (B15).
CSRsComp
Used to calculate the capacity for System 1 transactions for the ‘Workload vs. Capacity over time’ chart on the ‘By Month’ Tab.
Defined on the ‘By Month’ Tab (B14).
Hrsperday
Used on the first three tabs to convert the effort in hours into effort in days for the comparison to the available staff.
Defined on the ‘Assumptions’ tab (D4).
Overtime
Used on the ‘By Months’ Tab as the assumed utilisation rate to determine the capacity.
Defined on the ‘By Months’ tab (B11).
Workingdays
The table on the bottom shows utilisation rates across System 1 and System 2 for each team based on both tables on the right.
1.1.2.3 3rd Tab: By Months:
This tab has three sections (top down): System 1 & System 2 combined, System 1 only, System 2 only.
The charts are based on the respective table above it. The top table is a summary of the System 1 only and the System 2 only tables.
The capacity in all charts is based on the parameters in the framed box on the left. The grey shaded parameters can be entered and
changed on this sheet. The one parameter with the white background references to the universal parameter on the last tab
(‘Assumptions’).
For the respective System 1 and System 2 sections, there is a Pivot table each, which needs to be updated, when the data on the
‘Input – Task Times and Volumes’ tab is changed.
The initial (January) Backlogs are also taken from the ‘Input – Task Times and Volumes’ Tab. From February the Backlogs are
calculated from the capacity, the incoming workload and the backlog of the last period.
1.1.2.4 4th Tab: Input – Task Times and Volumes
This tab holds the input data on the processes with tasks, performing resource types, task times and volumes.
The tab contains two major tables: System 1 on the left and System 2 on the right.
Within each of these tables there are ‘Fold out’ columns containing the detailed data for the split across Teams and the distribution
over a year.
All of the Pivot Tables on the previous tabs are based on the two tables on this tab.
1.1.2.5 5th Tab: Resources – actual
This tab contains the input on the actual numbers of staff in all the teams and across System 1 and System 2. Columns D – M are
being used from the various other tabs and take into account the assumption on how many working days there are in a year and
overtime.
1.1.2.6 6th Tab: Assumptions:
This tab contains the general assumptions for the entire spreadsheet.
Productive time per Employee per day. This Parameter has been named ‘hrsperday’.
Actual Working days vs. Business days in a year. This takes into account annual leave, sick, leave, training, meetings, etc. This
appropriate FTE counts on the ‘Resources – actual’ tab. Overtime can also be set for individual team. This is done on the ‘Resources –
actual’ tab in row three above the resources per team.
FTE
20.0
Grand Total 164.6 Calculated FTE (days)\
15.0 Actual FTE #
10.0
5.0
0.0
Manager TeamLeader role 2 role 3 Total
Resource Type
Utilisation
104%
25.0
role 3 0.0 20.0 Calculated FTE (days)\ Grand Total 27.4 32.8
Grand Total 171.1 15.0 Actual FTE #
10.0
5.0
0.0
er er 2 4 3 t al
ag ad le le le To
an Le ro ro ro
nd
M am ra
Te G Utilisation
Resource Type
83%
Overall
Utilisation
92%
9.0
8.0
7.0
6.0
5.0 Calculated FTE (days)\
3.0
2.0
1.0
0.0
Utilisation
Team 1 Team 2 Team 3 Team 4 Team 5 Team 6 103%
Team
14.0
12.0
10.0
8.0 Calculated FTE (days)\
Actual FTE #
6.0
4.0
2.0 Utilisation
0.0 83%
Team 1 Team 2 Team 3 Team 4 Team 5 Team 6
Team
Team Utilisations
Team 1 80%
Team 2 109%
Team 3 104%
Team 4 87%
Team 5 108%
Team 6 74%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Incoming Workload 2130.3 923.1 923.1 2130.3 852.1 2130.3 2130.3 923.1 923.1 2130.3 923.1 923.1
Capacity 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6 1472.6
Backlog 145.1 802.7 253.2 0.0 657.6 37.1 694.8 1352.4 802.9 253.4 911.1 361.6
For Capacity:
Utilisation: 99% Workload vs. Capacity over time
Workload in
businessdays 2500.0
(from
Assumptions) 0.84
Overtime 0% 2000.0
# role2 - System
1 45
1500.0 Backlog
# role2 - System Incoming Workload
2 40
Capacity
1000.0
500.0
0.0
1 2 3 4 5 6 7 8 9 10 11 12
Months
Incoming Workload 1070.8 464.0 464.0 1070.8 428.3 1070.8 1070.8 464.0 464.0 1070.8 464.0 464.0
Capacity 779.6 779.6 779.6 779.6 779.6 779.6 779.6 779.6 779.6 779.6 779.6 779.6
Backlog 329.6 620.8 305.2 0.0 291.2 0.0 291.2 582.4 266.8 0.0 291.2 0.0
1400.0
1200.0
1000.0 Backlog
Incoming Workload
800.0
Capacity
600.0
400.0
200.0
0.0
1 2 3 4 5 6 7 8 9 10 11 12
Months
Incoming Workload 1059.4 459.1 459.1 1059.4 423.8 1059.4 1059.4 459.1 459.1 1059.4 459.1 459.1
Capacity 693.0 693.0 693.0 693.0 693.0 693.0 693.0 693.0 693.0 693.0 693.0 693.0
Backlog 145.1 511.5 277.6 43.7 410.2 141.0 507.4 873.8 639.9 406.0 772.5 538.6
1200.0
1000.0
800.0
Backlog
400.0
200.0
0.0
1 2 3 4 5 6 7 8 9 10 11 12
Months
System 1
Time
Teams
required Volume Volume
Processes-Subprocesses Resource Type Time Per Trxns Volume per day per day Team 1 Team 2
1. Process Process level
Time
required
Time Time Time Time Current for
req Sep req Oct req Nov req Dec Backlog Backlog Processes/Subprocesses Resource Type
1. Process Process level
103.7 239.4 103.7 103.7 20.0 1.7 1 Sub process role 1
5.7 13.1 5.7 5.7 20.0 105.0 2 Sub process role 1
2.1 5.0 2.1 2.1 20.0 5.7 3 Sub process TeamLeader
0.0 0.0 0.0 0.0 20.0 0.0 2. Process Process level
0.7 1.7 0.7 0.7 20.0 2.5 1 Sub process role 2
0.2 0.6 0.2 0.2 20.0 0.8 2 Sub process role 2
0.0 0.0 0.0 0.0 20.0 3.3 3 Sub process
0.0 0.0 0.0 0.0 20.0 3.3 4 Sub process
0.0 0.0 0.0 0.0 20.0 0.0 3. Process Process level
2.4 5.6 2.4 2.4 20.0 3.7 1 Sub process role 2
1.5 3.6 1.5 1.5 20.0 2.3 2 Sub process role 2
15.3 35.4 15.3 15.3 20.0 2.5 3 Sub process role 2
6.1 14.1 6.1 6.1 20.0 1.0 4 Sub process role 2
0.0 0.0 0.0 0.0 20.0 0.0 4. Process Process level
Volume Volume Volume Volume Volume Volume requ. requ. requ. requ.
Time Per Trxns Volume per day Team 1 Team 2 Team 3 Team 4 Team 5 Team 6 Team 1 Team 2 Team 3 Team 4
5 83 ok 13.8 13.8 13.8 13.8 13.8 13.8 1.2 1.2 1.2 1.2
315 6.5 ok 1.1 1.1 1.1 1.1 1.1 1.1 5.7 5.7 5.7 5.7
13 2.5 ok 0.4 0.4 0.4 0.4 0.4 0.4 0.1 0.1 0.1 0.1
0 0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
23.5 0.5 ok 0.1 0.1 0.1 0.1 0.1 0.1 0.0 0.0 0.0 0.0
12.5 0.5 ok 0.1 0.1 0.1 0.1 0.1 0.1 0.0 0.0 0.0 0.0
0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
15 7 ok 1.2 1.2 1.2 1.2 1.2 1.2 0.3 0.3 0.3 0.3
7 7 ok 1.2 1.2 1.2 1.2 1.2 1.2 0.1 0.1 0.1 0.1
5 62.25 ok 10.4 10.4 10.4 10.4 10.4 10.4 0.9 0.9 0.9 0.9
4 62.25 ok 10.4 10.4 10.4 10.4 10.4 10.4 0.7 0.7 0.7 0.7
0 0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
30 0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
7 0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Time Time
requ. requ. Time
Team 5 Team 6 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec req Jan
12.00 1.5 0.65 0.65 1.5 0.6 1.5 1.5 0.65 0.65 1.5 0.65 0.65
1.2 1.2 ok 2593.8 1124.0 1124.0 2593.8 1037.5 2593.8 2593.8 1124.0 1124.0 2593.8 1124.0 1124.0 34.6
5.7 5.7 ok 203.1 88.0 88.0 203.1 81.3 203.1 203.1 88.0 88.0 203.1 88.0 88.0 170.6
0.1 0.1 ok 78.1 33.9 33.9 78.1 31.3 78.1 78.1 33.9 33.9 78.1 33.9 33.9 2.7
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 ok 15.6 6.8 6.8 15.6 6.3 15.6 15.6 6.8 6.8 15.6 6.8 6.8 1.0
0.0 0.0 ok 15.6 6.8 6.8 15.6 6.3 15.6 15.6 6.8 6.8 15.6 6.8 6.8 0.5
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.3 0.3 ok 218.8 94.8 94.8 218.8 87.5 218.8 218.8 94.8 94.8 218.8 94.8 94.8 8.8
0.1 0.1 ok 218.8 94.8 94.8 218.8 87.5 218.8 218.8 94.8 94.8 218.8 94.8 94.8 4.1
0.9 0.9 ok 1945.3 843.0 843.0 1945.3 778.1 1945.3 1945.3 843.0 843.0 1945.3 843.0 843.0 25.9
0.7 0.7 ok 1945.3 843.0 843.0 1945.3 778.1 1945.3 1945.3 843.0 843.0 1945.3 843.0 843.0 20.8
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
0.0 0.0 ok 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
15.0 15.0 34.6 13.8 34.6 34.6 15.0 15.0 34.6 15.0 15.0 6.9 10.0 0.8
73.9 73.9 170.6 68.3 170.6 170.6 73.9 73.9 170.6 73.9 73.9 34.1 10.0 52.5
1.2 1.2 2.7 1.1 2.7 2.7 1.2 1.2 2.7 1.2 1.2 0.5 10.0 2.2
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 0.0
0.4 0.4 1.0 0.4 1.0 1.0 0.4 0.4 1.0 0.4 0.4 0.2 10.0 3.9
0.2 0.2 0.5 0.2 0.5 0.5 0.2 0.2 0.5 0.2 0.2 0.1 10.0 2.1
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 0.0
3.8 3.8 8.8 3.5 8.8 8.8 3.8 3.8 8.8 3.8 3.8 1.8 10.0 2.5
1.8 1.8 4.1 1.6 4.1 4.1 1.8 1.8 4.1 1.8 1.8 0.8 10.0 1.2
11.2 11.2 25.9 10.4 25.9 25.9 11.2 11.2 25.9 11.2 11.2 5.2 10.0 0.8
9.0 9.0 20.8 8.3 20.8 20.8 9.0 9.0 20.8 9.0 9.0 4.2 10.0 0.7
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 0.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 5.0
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 1.2
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 10.0 0.0
TOTAL 110 69.1 38.7 30.3 ok 11.5 11.5 11.5 11.5 11.5 11.5