Service Delivery
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Quantifying the Customer Experience
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Hewitt has a lovely article in their Hewitt Magazine Online entitled “The Science of Customer Experience.” ((Volume 9 Issue 2. Retrieved from www.hewitt.com on December 18, 2006.)) While I’m…
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The Most Critical Jobs
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Why is it that the jobs that are really important are always the ones that are overlooked? Either they are overlooked, pushed aside, or when times get tough, are…
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Employee Self Service – Lessons From Web Design
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Information Architects put out a list of their top 50 websites and what factors made them successful. I particularly like IA’s tagline of “Interface Design is Brand Design.” As…
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Employee Self Service – Lessons From eCommerce
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HR service delivery usually encompasses a combination of on-site representation (face to face) and call centers for phone communications. However, more and more our self service sites are also…
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Does Recruiting Software Make HR More Effective?
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Alana Post recently wrote some biting criticism of HR technology, most specifically recruiting software. ((Since the post has been removed, I won’t go into specifics other than to say…
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A Primer on HR Transformation
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I ran across what may be the nicest summary of HR transformation I’ve seen in quite some time. Deloitte describes the history and future of (global) HR transformation as…
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HRO: Profits, or Business Model?
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Jason asks if we can just get past the HRO profit (loss) thing. I think he’s right. What’s important in the equation is not if the HRO’s are making…
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Hewitt’s Lessons Learned
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From time to time companies exhibit moments of organizational maturity not often enough seen in the market. This week’s moment comes to us courtesy of Hewitt Associates’ Mike Wright,…
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100% Claims Audits Revisited
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Nearly one year ago, Double Dubs graciously asked me to be a regular contributor on this most amazing blog of his. I think all of us can agree that…
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TCO in the Context of Risk
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Many regular readers of SystematicHR know that I conducted a Total Cost of Ownership study to determine the cost of benefits administration. The results were released last December. Double…
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Relationship Management – Measuring Satisfaction
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How do you know when an outsourcing initiative has been successful? At what point can you sit back, look at all that has been done and actually congratulate yourselves…
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So You’ve Been Retained: Part 1
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Who are you? With the recent glut of HRO and other outsourcing deals, it’s obvious that some employees are going to be invited to stick around, and others will…
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How Much Can Outsourcing Really Save?
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I set this article aside some time ago with the intention of commenting on it at some point. Now is as good a time as any. The story, “Survey:…
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Relationship Management IV – Project Management
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So you’ve outsourced HRIS, or payroll, or H&W benefits administration, or applicant tracking, or any one of numerous HR functions and now your job is finished, right? Well most…
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Relationship Management III – The Culture of Accommodation
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Last week we saw what happens when service providers fail to actively manage client expectations. Client satisfaction suffers, and ultimately the relationship can become at risk.We explored the notion…
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Relationship Management II – Managing Expectations
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Last week I wrote, in part, about outsourced service providers’ client satisfaction programs which monitor how satisfied clients are with performance. At any given point in time, there are…
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Relationship Management – Part I
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Back in January, Double Dubs posted an article titled Vendor or Client – Who’s Fault Is It? The question is not an academic one, as companies spend a combined…
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More on Portals
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Blogger over at Systematic Viewpoints has been writing about PeopleSoft portals and his implementation experiences lately. Of particular interest is his/er organization’s struggle with the HR portal versus the…
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Arinso Service Center diagram
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Arinso has a very nice whitepaper on service centers. They segregate the strategy and the service center organizations in a very nice visual. I just thought this was a…
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IBM HR Transformation for HRO
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I have written about this before, but IBM has put out a nice white paper on how an organization should prepare for HRO and how to set pre/post implementation…