Decision Models for Workforce and Technology Planning in Services
Gang Li, Joy M. Field, Hongxun Jiang, Tian He, Youming Pang

TL;DR
This paper compares hierarchical, joint, and integrated decision models for aligning technology and workforce planning in service companies, finding the integrated model offers the lowest cost and the joint model is a practical alternative.
Contribution
It introduces and evaluates joint and integrated models for strategic workforce and technology planning, highlighting their cost benefits over traditional hierarchical approaches.
Findings
Integrated model achieves the lowest total cost.
Joint model is nearly as effective and easier to implement.
Strategic alignment improves resource utilization and reduces costs.
Abstract
Today's service companies operate in a technology-oriented and knowledge-intensive environment while recruiting and training individuals from an increasingly diverse population. One of the resulting challenges is ensuring strategic alignment between their two key resources - technology and workforce - through the resource planning and allocation processes. The traditional hierarchical decision approach to resource planning and allocation considers only technology planning as a strategic-level decision, with workforce recruiting and training planning as a subsequent tactical-level decision. However, two other decision approaches - joint and integrated - elevate workforce planning to the same strategic level as technology planning. Thus we investigate the impact of strategically aligning technology and workforce decisions through the comparison of joint and integrated models to each other…
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