Headcount model for internal cust. support?

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Article #300

#300

From: Mark Hargrove
Date: Mon, 05 Feb 1990 21:01

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Does anybody have a reasonable staffing/headcount model for figuring out
how many service/support people it takes to properly service a given 
population of desktop computers?  

As a new manager of End User computing (with no previous manager in this
position!), I'm struggling with the best way to empirically show that I
need more than one person to service/support a population of 750 Macs & PC's.
Our Customer Support division has wonderful models for *their* base of
product support engineers and FE's, but they *also* have MTBF and MTTR data
on all the equipment -- I can't get Apple or any of our PC suppliers to 
divulge these magical numbers, so the models which uses these wonderful
numbers aren't useful to me.

Anybody have any ideas?

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Path: arc1-ca.pugleaf.net!utzoo!utgpu!jarvis.csri.toronto.edu!cs.utexas.edu!samsung!caesar.cs.montana.edu!ogicse!decwrl!sgi!shinobu!odin!odin.sgi.com!hargrove
From: hargrove@harlie.corp.sgi.com (Mark Hargrove)
Newsgroups: comp.infosystems
Subject: Headcount model for internal cust. support?
Message-ID: <HARGROVE.90Feb5210131@harlie.corp.sgi.com>
Date: 5 Feb 90 21:01:31 GMT
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