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 really going to stick by my guns in the proclamation that they are an outsourcing company and no longer a pure consulting company, their outsourcing experience…
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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 the first to go. I’ve been meaning to write about this for a couple of weeks. Recently a friend of mine head that his job was…
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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 you think about your self service sites, understanding that driving adoption and branding at the same time is a key factor in overall success. IA puts…
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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 playing a role in the service delivery mix. When we’re talking about on-line customer service as it applies to employee and manager self service, we need…
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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 that her post was extremely interesting to me and I’ll try to hit the high points without revealing anything she may have decided to keep private.)) …
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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 follows: The First Generation of global HR Transformation began to take shape in the mid-1990s, gradually evolving from HR strategy presentations to full-blown transformation initiatives and…
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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 money or not (and chances are that none of them are), but how the financials are affecting the shaping of their businesses. Instead of focusing on…
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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, global HRO sales co-leader, during his presentation last month at the Conference Board’s 2006 Human Resource Outsourcing Conference in Chicago. Thank you (again) to Jessica Marquez…
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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 what he has built here is impressive. He has created a reference tool for HR professionals (both in and out of the technology space) to come…
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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 Dubs commented on it here, and it is how I originally came to find his great blog. Generally, TCO is a means at getting at hidden…
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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 on a successful implementation, transition and effective and stable ongoing processing environment. I think back to the system person I dealt with on a 401(k) conversion…
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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 be given the pink slip. With over 100 HRO deals out there (defined as fully outsourcing at least 5-6 processes), there have been a fairly large…
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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: Outsourcing saves less than claimed” is based on a survey conducted by TPI. The gist of the story is summed up in the lead: “Outsourcing of…
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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 of you know the answer to that is no. You still have plenty to do as work through data scrubbing, conversion, or ongoing vendor relationship management. …
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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 that client expectations are frequently mishandled during the sales cycle, but this week I’d like to talk about how the ongoing relationship is often set up…
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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 a number of clients who don’t believe their service providers are meeting, let alone exceeding, expectations. What causes dissatisfaction? Of course, it’s easy to say that…
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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 fortune greater than the GDP of many countries in search of the seemingly elusive quality service they and their employees so richly deserve. What is really…
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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 enterprise portal. If you’re on common platforms (PS, SAP, PT) then integration isn’t so bad. Even if they are not on the same platform, I’m not…
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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 very shareable pictoral. Here it is…
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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 expectations. http://www-1.ibm.com/services/us/bcs/pdf/ge510-4016-hr-bto-risk-strategies.pdf This is certainly not new news, but it’s possibly the best documented public paper I’ve seen on the topic. The failure of most HRO…