Oak Ridge was asked by the FBI's Criminal Justice Information Services (CJIS) Division to study the staffing requirements of the entire division. Increasing automation of the division was greatly affecting the staffing requirements. On the one hand, certain functions no longer had to performed manually. On the other hand, the increased efficiency and addition of new services caused missing information in criminal history records to become more critical, requiring staff to locate and enter the data much more quickly than before. These changes meant that the old set of staffing requirements were no longer appropriate.
The Oak Ridge team adopted a process perspective for business process reengineering, with an enterprise-level approach to ensure that processes were allowed to cross traditional subdivision lines. The team identified 26 customer services grouped into three categories:
The team then estimated the required staffing levels for each category, with breakdowns within the categories and across organizational units.
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