A Two Stage Optimisation System for Resource Management in BT

Abstract

Resource management is a three step process of job demand forecasting, resource planning and resource distribution. Job demand forecasting is data intensive and requires sophisticated algorithms. Resource planning and distribution are complex processes, usually involving the analyses of large amounts of information. The complexity increases when more than one objective is being evaluated and the number of variables to consider is huge. Clearly the amount of effort and time required for accurately managing resources warrant an automated approach, especially for large customer service organisations such as BT. This paper describes a two stage optimisation system which is part of the ARMS architecture for automating resource management in BT. The paper focuses on a hybrid resource planning and distribution system that is underpinned by constraint-based and multi-objective optimisation methods. We have developed Collaborator, a resource distribution system which sits on top of Dynamic Planner, a resource planning system. By using this novel integrated approach, BT aims to optimise resource deployment through increased workforce utilisation and mobility and ultimately to substantially reduce its operational costs.