Certification Program in Basics of WFM Capacity Planning 

WFM Capacity Planning course is business cases based learning from Basic to advanced level,
319 Enrolled
1 hour 20 minutes

About Course

Capacity planning is the process of determining the production capacity needed by an organization to meet changing demands for its products. In the context of capacity planning, design capacity is the maximum amount of work that an organization is capable of completing in a given period. Effective capacity is the maximum amount of work that an organization is capable of completing in a given period due to constraints such as quality problems, delays, material handling, etc.

The phrase is also used in business computing and information technology as a synonym for capacity management. IT capacity planning involves estimating the storage, computer hardware, software, and connection infrastructure resources required over some future period of time. A common concern of enterprises is whether the required resources are in place to handle an increase in users or the number of interactions. Capacity management is concerned and adding central processing units (CPUs), memory, and storage to a physical or virtual server. This has been the traditional and vertical way of scaling up web applications, however, IT capacity planning has been developed with the goal of forecasting the requirements for this vertical scaling approach.

A discrepancy between the capacity of an organization and the demands of its customers results in inefficiency, either in under-utilized resources or unfulfilled customer demand. The goal of capacity planning is to minimize this discrepancy. Demand for an organization’s capacity varies based on changes in production output, such as increasing or decreasing the production quantity of an existing product or producing new products. Better utilization of existing capacity can be accomplished through improvements in overall equipment effectiveness (OEE). Capacity can be increased through introducing new techniques, equipment, and materials, increasing the number of workers or machines, increasing the number of shifts, or acquiring additional production facilities.

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What Will You Learn?

  • GWFM Course offers peer learning and practical sessions with business cases :
  • 1)Understand Fundamentals of Capacity Planning
  • 2)Understanding the Business Requirement for long term and short term
  • 3)Prediction of Key Metrics like Call Volume, AHT, Shrinkage, Attrition & Productivity
  • 4)HC Strategy and planning methods
  • 5) Learn and practice Talent Capability Building
  • 6)Map the availability of HC in Various Stages including GIG Talents
  • 7)Managing Overstaffing / Understaffing / Raising Service Order
  • 8)Factors Impacting Capacity
  • 9)Tracking of Key Planning Metrics
  • 10)Aligning Operations Plan with Financial Planning
  • 11) Learn the best practices in Capacity planning and tool
  • 12) Peer Learning with other WFM Planners and Experts - exchange views and thoughts followed by Q&A

Material Includes

  • Tutorial Booklets
  • Instruction Videos


  • No experience or pre-knowledge required
  • Any computer and/or laptop (both Window and Mac OS)
  • No special software is needed, just a connection to the Internet


  • Any WFM / Resource Management / HR / Operation Professionals

Course Content

Getting started with Basics of WFM Capacity Planning  course
Getting started with Basics of WFM Capacity Planning  course

  • Overview of Capacity Planning




3984 Students
24 Courses


Total 76 Ratings

Reviews (76)

  1. RS

    Rohit Sharma

    6 days ago
    Yeah it was overall a good product
  2. TS

    Twinkle Soni

    1 week ago
  3. SK

    Sandeep Kumar

    3 weeks ago
  4. AK

    Ashok Kumar

    4 weeks ago
    This course is good, however we can add some exercise as well
  5. NK
    Happy learning
  6. BH

    Brendan Herman

    7 months ago
    All the inputs were relevant, same approach as I was taught by senior planners in BPO
  7. PP

    Prem Prakash

    7 months ago
    Awesome !
  8. PK

    Parvesh Kumar

    8 months ago
  9. PK

    Parvesh Kumar

    8 months ago
  10. NH
  11. Dheeraj Singh

    Dheeraj Singh

    8 months ago
  12. AG

    Aston Gonsalves

    8 months ago
    Overall Good
  13. Sanjeev Deshwal

    Sanjeev Deshwal

    8 months ago
  14. BK


    8 months ago
  15. RS

    Ritesh shikokar

    8 months ago
  16. JS

    Jeet Singh

    8 months ago
    Have learn so many good things from the course this was very use full and help me increase my skills
  17. MS

    megha soni

    8 months ago
  18. SS

    Simran Stiphan

    8 months ago
  19. Kuber Singh

    Kuber Singh

    8 months ago
  20. KA

    Kishore Annadurai

    8 months ago
    Thank u

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