Workforce Planning Critical Capabilities

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Make sure you have a Capacity and Resource Program Manager that is responsible for the workforce management team and systems, staff modeling and capacity planning, and contact/workload forecasting with the goal of meeting business service levels in supported departments without exceeding (or falling short of) staffing requirements, making use of analysis and by providing data-driven hiring recommendations to meet staffing needs over time.  



Ready to use prioritized Workforce Planning requirements, to:

  • Develop a more data informed, forward looking and strategically aligned approach to workforce planning, capable of dealing with the demands of a fast shifting marketplace.
  • Apply workforce data to make an impact.
  • Work with business partners to bring together other businesses and/or workforce partners in a collaborative approach to meeting shared needs.
  • Identify economic considerations that have particular relevance to your organization and its provision of programs and services.
  • Embed data into decision making about people.
  • Build a culture that engages workers fully, and identify areas in the business where attrition is especially high.
  • Communicate with employees about data collection.
  • Adjust your workforce for future business needs.
  • Help future proof your people and business by cultivating broader skills.
  • Ensure that your workforce planning, management and improvement are effective.



The Art of Service has identified and prioritized Workforce Planning critical capabilities and use cases to assess and use. Leaders can select those results that best align with their business needs before implementing a solution.

The Art of Service's Critical Capabilities evaluates and prioritizes hundreds of results to help with the outcome selection process.

This Critical Capabilities guide will enable leaders to shortlist hundreds of appropriate results fast, because they are uniquely ready-to-use prioritized, starting with the 'Must Have' category; the most urgent and critical priorities.

This Guide will help you plan and manage your Workforce Planning roadmap.

Table Of Contents 

About The Art of Service 

Workforce Planning Critical Capabilities, Meaningful Metrics And Their Prioritization 


Prioritization Of Requirements 

The Prioritization Categories Are: 

  • Must Have 
  • Should Have 
  • Ought to Have 
  • Might Have 
  • Could Have 

Use In New Product/Service/Process Development  


The Critical Workforce Planning Capabilities And Their Priorities: 

  • Priority - Must Have # 
  • Priority - Should Have #
  • Priority - Ought to Have # 
  • Priority - Might Have # 
  • Priority - Could Have # 



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