Staffing for Results : A Guide to Working Smarter

Figures v Acknowledgments vii Introduction ix Keys to Success 1(20) Work Is Changing 3(1) Staff Time-A Limited Resource 4(2) Decisions Require Data 6(1) What Is Workload Analysis? 7(5) Issues to Address 12(1) Communicating Effectively 13(3) Forming an Advisory Group 16(1) Do It Only if You Will Use It 17(3) Using This Book 20(1) Design Your Project 21(21) Required Planning 22(6) Understanding Project Management 28(8) Defining Your Workload Analysis Project 36(6) Basic Numeric Analysis 42(19) Using Existing Output Data 43(2) Establishing Baseline Measurements 45(1) Developing Data on Effort 46(6) Establishing the Link between Effort and Output 52(5) Comparing Baseline Measures 57(4) Basic Process Analysis 61(16) Choosing to Analyze Process 62(1) Deciding What You Need to Know 63(3) Analyzing the Data 66(11) Beyond the Basics 77(17) Analyzing Numeric Measures 78(8) Detailed Process Analysis 86(8) Act on What You Learn 94(17) Communicating the Results 95(4) Dealing with Change and Resistance 99(6) Implementation 105(3) The Cycle of Improvement 108(3) Instructions and Workforms 111(15) Workload Analysis Project Overview 112(5) Estimate of Productive Work Hours Available 117(3) Determining Who Does What 120(2) Standard Terms in Our Library for Tasks and Steps 122(4) General Instructions for Analysis of Staff Time 126(5) Analysis of Staff Time: Work Unit Estimate of Time Spent on Activities 127(2) Analysis of Staff Time: Individual Estimate of Time Spent on Activities 129(2) General Instructions for Recording Staff Tasks 131(8) Recording Staff Tasks: Self-Report Log 132(3) Recording Staff Tasks: Direct observation Log 135(4) General Instructions for Analysis of a Task 139(18) Analysis of a Task: Observation 140(2) Self Report 142(3) Time Spent on an Input-Driven Task 145(3) Time Spent on a Demand-Driven Task 148(3) Time Spent on Public Desks 151(3) Workflow Chart 154(3) Index 157