Consistent, Superlative Employee Experience

Transcription

1 Consistent, Superlative Employee Experience A Multi-Process HR Outsourcing Case Study Automotive Industry

2 Journey from Efficiency to Experience Delivering consistent, superlative experience to employees & candidates PAN India Established in 1945, the client has grown into market leader whose triple bottom line ethic is driving industry trends towards technological innovation, social responsibility, and constantly improving customer satisfaction. Apart from being India's premier utility vehicle (UV) company it is the top-selling tractor company in the world. Summary Apart from this client is one of the most trusted employer brands in its sector. The company is rated as Best Employer by market surveys, and attrition rates are as per industry standards. When you are at such a stage, as a CHRO you find yourself at cross roads : continue with the Status quo or challenge it to create something better. Client is one of the largest vehicle manufacturers by production in India and the largest manufacturer of tractors across the world Deal scope is about permanent and 3000 other than permanent employees at across 150 locations in India for 11 Business Units. One of its kind and Wholesome deal End to end employee life cycle (Hire to Retire). One of the largest HR Transactions with commercials crossing million USD It was this spirit to challenge the status quo and create a better workplace for employees that laid the foundation of this relationship between PeopleStrong and the Client. Need to Transform Human Resources The Business need was to deliver consistent HR experience to all stakeholders and users and at the same time enrich the role of the HR Team The Problem Statement The client s expectation from the PeopleStrong was consistency of processes, efficient & effective execution and integrated strategic service delivery. The most important outcome expected was consistent and one India employee experience, for which process consolidation & standardization, optimum resource utilization, minimizing redundant process and development of technology interface was also required. All these objectives once achieved were to support the client in two areas: Redefine and enrich the BHR role to play a Business Partner role Centralize domain expertise areas and build capability Consistent, Superlative Em-

3 Accolades The Relationship was awarded Program of the Year 2014 at HRO Today APAC Summit, Singapore. HR Transformation - The PeopleStrong Way Key Results Integration of existing processes and activities under one service umbrella The drift for the HR team from staff room to the board room Statistical approach of managing business operations Consistency and predictability of business delivery Service Delivery excellence through a one-stop-shop with employee self-service, transaction processing and on-line MIS availability Enhanced cost effectiveness Focus on design and implementation activities The Implementation was structured around creating a process framework, governance mechanism, quality audits and facilitating change management. For each of the HR Sub Processes a team structure was defined, with process standardization and centralization in place. Every step of process implementation was closely coupled with technology for optimum results. For recruitment, technology and automation was leverage for quick turn around and real time availability of information. Efficient Sourcing Management was ensured with Standardization of Source Mix for all locations with 50% contribution of Paid Channels and 50% Non-Paid Channels. Standardization of offer templates, CTC templates, Background Verification checks was also done. Centralized resume database, JD repository and CTQ s (Critical to Quality ) parameters definition for all open positions help in increasing the efficiency of recruitment process. Candidate feedback collected from all candidates appearing for interview to improve candidate experience. An HR shared services engine was established, that standardized and centralized the employee life cycle processes like joining, onboarding, document management, transfer, confirmation, separation etc. Centralized database management was done on PeopleStrong HCM Platform for automation and increasing the efficiency of all the above HR processes. The highlight of the solution was establishing of Employee Query Resolution management system. With 3 modes of support i.e. phone, web and mail an engine was set up to resolve the queries of the employees. MIS and reports were also predefined to monitor and improve the overall process.

4 Solution Framework Business Impact Consistency Effectiveness & Performance Central Administration of HR Operations Training PMS HR Helpdesk Recruitment Process Standardization and elimination of Non Value Adding and Redundant Steps : 11 Processes and 76 Sub processes New Role definition for HRBP Efficiency Centralized administration with decentralized process strategic locations Leveraging ERP : Alt Recruit(ATS) - Employee Referral Portal, Recruiter Portal, Business Portal, Candidate Portal, SAP Integration for all HR Processes Maker Checker concept implemented in in-scope HR Processes HR: Employee Ratio improved from 1:54 to 1:68 Process Health Meter SLA and Reverse SLA scorecard with weekly, monthly operating review with HR Adoption rate - 63% in Ist year YTD Request 99.3% 98% of Level 1 requests around Policies & Benefits resolved within SLA 94% reduction in open requests from by end of third quarter (includes data management and MIS) 91% of SAP requests completed within SLA 95% of Experience and Relieving Letters handed over to employees on Last Working Day ( excluding cases where NDC initiated is less than 7 days )

5 Business Impact (Contd..) 96% PMS requests resolved within 18 working hours from the request of the query 91% Mid-Year Review (PMS) completed within time. Behavioral Training calendar 94.4%, Functional training 79% Compliance Governance Charter Sponsor, Strategic, Tactical, Operational Industry best practices implementation Policy Benchmarking & Gap Analysis every Quarter Integrated Strategic Service Delivery Consistent and One India Employee Experience Servicing permanent and other than permanent employees at across 150 locations in India for 11 Business Units. Setting of One Stop Query Resolution System Helpdesk reaching to a 97% First Call Resolution ( FCR ) rate Decreased Touch time - Average speed of answering 03:49 minutes Auto replies and triggers to maintain employee connect Over unique requests, handled for employees in a span of 6 months at average 250 requests per day Insights Business Intelligence Quarterly projects on Key Business Metrics Decision Support System Cost Leadership HR Strategic Bandwidth Release : Man hours per month Consolidation, Standardization, Redundancy and NVA activity removal Testimonial The entire journey of moving towards Shared Services for HR for us along with PeopleStrong is of great strategic importance for us.. The automobile industry runs on a cyclical process and its very important that HR keeps pace with the ups and downs of business. With this relationship our HR team has got heir bandwidth released to more engagement and business partner related activities. Needless to say that we have already started ost benefit through optimization and further automation for the various processes. The engagement started with the deep diving into our existing process and revamping them into more efficient processes, followed by change management and training and role change for our existing team. Change management process itself was very critical in the roll-out since the scoping included high touch point processes like Recruitment, Performance management system administration and also training administration. We conducted road shows, workshops, called up external experts with sponsorship from the CEO as well for smooth penetration. PeopleStrong has been able to demonstrate HR thought leadership in revamping the processes. Their transitions team s ability to understand our culture in a very short time and implementing relevant process has really been a delight for HR, employees and the executive team at the Organization. Rajeshwar Tripathi Chief People Officer, Mahindra AFS

6 RPO MPHRO TECHNOLOGY PeopleStrong HR Services Pvt. Ltd. (PeopleStrong, the company) is a leading platform-based mphro (Multi-process HR Outsourcing) and technology company, headquartered at Gurgaon, India. It specializes in HR shared services, recruitment process outsourcing (RPO), payroll & compliance management, and cloud-based HR technology solutions. Since its establishment in 2005, the company has built a unique combination of domain expertise, operational excellence, and innovative technology to deliver optimum level of services to its customers. Through its platform-based HR solutions, PeopleStrong facilitates the customers to achieve higher gain margins, efficient business functions, increased productivity levels, better return on investment (ROI), and happier employees. PeopleStrong has clients across diverse industry sectors. The company is one of the first platform-based integrated HRO/RPO companies in India to be successfully assessed on Statement on Standards for Attestation Engagements (SSAE) No. 16 for reporting on controls by Auditing Standards Board of the American Institute of Certified Public Accountants. PeopleStrong launched the first HR command centre in the Asia-Pacific region in 2013 to empower business leaders to move from hindsight to foresight to insights, building predictability in hiring, productivity, utilization and attrition, thus correctly aligning HR to the business. PeopleStrong HR Services ltd. Corporate Office A-10, Infocity, Sector-34 Gurgaon (Delhi NCR) Haryana Bengaluru Delhi Gurgaon Mumbai