Tactical resource planner for workforce allocation in telecommunications

Ahmed Mohamed, Hani Hagras, Sid Shakya, Gilbert Owusu

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Scopus citations


Resource planning is one of the most important operational issues for many companies. This is especially crucial for telecommunications companies. Resource planning aims to provide a high quality of service to the customers while trying to keep the cost as low as possible. This is done by trying to utilize the available resources (workforce) as much as possible so that they can match the expected demand for services. Tactical resource planning looks at medium-term planning periods, i.e. weeks to months, and aims to establish coarse-grain resource deployments. This paper focuses on fuzzy based resource planning approach in British Telecom (BT). We will present a hierarchical based fuzzy logic system which calculates the compatibility between resources (technicians) and the allocated tasks, and then matches the most compatible tasks and technicians to each other. The proposed hierarchical fuzzy logic based system in an experimental setting was able to achieve very good results in comparison to the original system, where the proposed system was able to achieve 12.2% improvement in utilization, 34% increase in technician deployment ,10.8% decrement in travel time and 116.2% improvement in number of important tasks being completed. The proposed system is being incorporated in the workforce planning system in BT.

Original languageBritish English
Title of host publicationAutonomous and Intelligent Systems - Third International Conference, AIS 2012, Proceedings
Number of pages8
StatePublished - 2012
Event3rd International Conference on Autonomous and Intelligent Systems, AIS 2012 - Aveiro, Portugal
Duration: 25 Jun 201227 Jun 2012

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume7326 LNAI
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference3rd International Conference on Autonomous and Intelligent Systems, AIS 2012


  • fuzzy logic systems
  • hierarchical fuzzy logic systems
  • tactical resource planning and telecommunications


Dive into the research topics of 'Tactical resource planner for workforce allocation in telecommunications'. Together they form a unique fingerprint.

Cite this