CASE STUDY: WESTPAC BANKING CORPORATION - FTE CALCULATOR
Resultex was engaged by Westpac Banking Corporation for one year, to project manage a challenging IT initiative. The project aimed to implement a sophisticated queue modelling application that retail Branch Managers would use to optimise staffing levels based on forecasted customer arrival rates.
Key challenges included:
- data source rework and QA
- collection of missing and hard to find data sets to support the statistical model
- time study activities
- complex statistical engine development with the vendor to create accurate intraday staff FTE forecasts for all Westpac NZ retail branches
- nationwide Branch Manager training.
The roll out comprised of server builds, statistical model development, data capture, acceptance testing, intranet implementation, training material development and nationwide implementation of 30 training workshops and 540 in-branch sessions.
The project was delivered on time and under budget providing Westpac with a powerful management tool.