Enabling consistent employee experience through HR Shared Services

Enabling consistent employee experience through HR Shared Services

Enable Consistent Great Employee Experience The Client is an American multinational technology company headquartered in Redmond, Washington, that develops, manufactures, licenses, supports and sells computer software, consumer electronics and personal computers and services. It is also one of the world's most valuable companies. The Client is headquartered in Hyderabad, India. It currently has offices in 9 locations across India. Increasingly, the company has become a key IT partner of the Indian government and industry, supporting and fueling growth of the local IT industry through its partner enablement programs. Since its entry into India, Client has focused on three key objectives: To become a key IT partner of the Indian government and the local IT industry To support and fuel growth of the local IT industry through its partner enablement programs To use the Client Potential program to enhance education, jobs and opportunities and foster innovation through relevant, affordable access to computing. The Client employs about 6,500 people in India and has six business units representing the complete product portfolio The Business need of the client was to enable consistent, great employee experience. There was felt a need to achieve Service Delivery excellence through a one-stop-shop, integrating existing processes and policies through best practices implementation and achieve higher productivity, process efficiency and economies of scale. Problem Statement Summary: The client was expanding and was planning to transform its HR service delivery by means of consolidation and creating a consistent employee experience. PeopleStrong partnered with the client to build, operate and transfer through a high level process consulting Objective of the engagement was to: - Identify the value added and non value added steps in the processes - Find out the interlinkages & dependencies - Identify the process cycle time, cut off timelines, error & rework, quality & metrics reporting Different service vendors for different BUs and location, resulting in sporadic employee services Mixed responses from employees, with low level of satisfaction Processes and Policies to be followed were not defined and streamlined Low level of tracking, high turnaround time. HR Transformation - The PeopleStrong Way Enabling consistent employee experience through HR Shared Services 2

The PeopleStrong Solution The As-is information gathering phase was an extensive activity which involved over 100 one-on-one interactions with key stakeholders of 6 business units. It involved understanding the current areas of operations and current norms and protocols. It helped in identifying the existing gaps under process gaps, shared services gap, technology gaps etc. The data collated was classified amongst 10 process areas and further broken down into 19 sub processes. The next level Process Re-engineering / Design level Solution providing involved identifying key sub-process, services and implementing a technology integration. In this project the key sub-processes identified were - Inclusion, Exclusion, Transfer and Employment Category Change. Identifying operational protocols, templates and process level timelines in addition to stakeholders & responsibility matrix was also conducted. Some key service areas identified were helpdesk services (Interface contact details SLAs), document control and publication. The last step involved technology integration using data exchange. The Implementation phase started with operational sustenance and control which involved focus group implementation, linkages with internal and external processes with the SSC, analyzing operational gaps and fixing followed by final global rollout. The next step was risk mitigation strategy, employee services / contact center review & reporting and quality audit and process enhancements. The inter-process linkages include knowledge base exchange, training & ops readiness and overall project management. In totality, the PeopleStrong solution created value by: Business Needs: Single entity that provides Helpdesk, Transactional HR services to all the business units Quality and other key performance indicators (SLA and Productivity ratios) With the goal of cost leadership, improving satisfaction and adding value to the organization Convergence of Operational functions and the ones that use the HR tools Implementation of HRMS tools/ ERP On-line Real-time Management Reporting & Dashboards Applying lean principles to develop the future state maps Analyzing all activities for waste, value addition and non-value addition Determining why there should be any more variation in activities than called for by the business unit requirement Determining how the remaining, real variation in customer demand can be smoothed internally to stabilize processes Finally determining how overburden on people from whatever cause can be steadily eliminated Project Scope: Employee Relations Benefits Administration Query Resolution Enabling consistent employee experience through HR Shared Services 3

On-boarding First-level Grievance handling On-boarding of new hires Alignment with ERP system New Employee orientation participation & coordination People Processes & Compliance Controls Reporting on HRMS related tools Exit process management Objective of the design project: Key Results: Enriching employee experience- One stop shop for all HR needs Enhanced processes to provide EASE to employees HR focus on strategy and value addition - Scientific assessment of the current state of process/ technology and resource allocation. - Techno- functional mix in the new platform - The overall design & implementation framework - Operational model Value Creation achieved: - For HR: Generalists and COES relieved of administrative work so they can focus on the helping the business - For Employees: Easier to get HR questions answered and work done - Cost Savings: Keep a check on HR manpower and other cost Business Impact: - Employee SAT at 83% from - Reduced client SPOC involvement at 3%. - Vendor service level average at 92%, with 3 vendors meeting SLA at 100%. - One-point helpdesk, with query register and forget. - Real time tracking using PeopleStrong technology platform - Streamlined process work flow and improved data and content accuracy - Automated redundant tasks, eliminated errors and rework to 100%. - Provided higher quality services (accuracy, consistency, access, timeliness, relevance to individual, etc.) Efficient HR process delivery by robust and consistent data management and standardized & efficient processes in place Strong governance & continual improvement Scalability of processes Creation of an effective shared services capability which streamlines and standardizes data and processes. Building a foundation for HR to provide the integrated process management capabilities that set an organization apart from its peers. Enabling consistent employee experience through HR Shared Services 4

- Provided a single channel for interacting with employees - Empowered the workforce with self-service, enhancing employee services, and keeping employees more fully informed enhancing employee relationship Enabling consistent employee experience through HR Shared Services 5