13 Jan The critical path.

Assessment Instructions

Create an 8–10 page staff augmentation plan.

Note: The assessments in this course build upon each other. They should be completed in sequence.

Preparation

Read the following scenario. It will be used as a basis for this and other assessments in the course.

Search the Internet and the Capella Library for current (within three years) professional or trade magazines and reputable business publications for information on staff augmentation.

Scenario

Galaxy Center Solutions (Galaxy) is a North Dakota-based call center services company with 200 employees. It offers customer care solutions for clients seeking phone support for their products or services. North Dakota was chosen as the original location for the call center 10 years ago for its relatively educated and inexpensive work force.

The company has recently signed a new contract with a large firm that will require 100 additional call center operators. This effectively doubles the current staff, who are assigned to established clients.

Galaxy will be providing 24/7 customer support.

The services contract commences in 120 days, at which time you must be fully staffed.

Call center operator training takes approximately three weeks.

Your job as the director of operations is to create a staffing plan that focuses on the particulars of rapid placement. The duration of the project is 120 days. It commences immediately and ends when the last employee starts his or her assignment.

Deliverable

Create a plan to address the staffing needs for serving the new customer. At minimum, include the following:

Develop a hiring plan. Consider the following items and any others that you believe are relevant:

Human resource needs (numbers needed as well as the skills, knowledge, and abilities required for positions).

Attracting or sourcing talent.

Applicant evaluation process.

Vetting.

Compensation.

Develop an onboarding plan for new employees.

Discuss areas that are anticipated to be the greatest challenge to the plan and how you would address those challenges.

Develop a project schedule. Use Microsoft Project or similar scheduling program to create the schedule. Include:

Tasks—the level of detail should be down to the third level. For example: hiring to onboarding to training.

Milestones, delivery dates, and durations.

A list of required resources for deliverables where appropriate. Resources can include documentation or human resources needed to complete the project.

The critical path. In other words, identify parts of the project may be more time consuming and possibly place the project at risk.

Provide a 1–2 page narrative to accompany your schedule that describes and justifies your projections.

Additional Requirements

Written communication: Written communication is free of errors that detract from the overall message.

APA formatting: Use current APA style and formatting guidelines.

Length: 8–10 pages, plus the project schedule.

References: Include at least five citations from professional sources.

Font and font size: Times New Roman, 12 point.