Service Delivery
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Most Admired?
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Hay Group presented the findings from an exclusive HR-specific recalibration of Fortune magazine’s Most Admired Companies rankings, as well as key business practices that distinguish these companies from their competitors. For more than 10 years, Hay Group has partnered with…
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Cycling Concepts and HR: Team Time Trials
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In the team time trial, a group of cyclists (usually 4) will ride as a single unit using the technology of their bikes and ever possible advantage of drafting they can get. Like a well oiled machine, a single rider…
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What Integration Means
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From an applications technology point of view, we’ve all known that integration simply means connecting data from one software component to another. Often we’ve used integration to mean that functional modules within a single suite (such as ERP – Oracle…
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Pet Peeves Translated to HR 2
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When at a door, train, bus, or anything else, people going out exit before anyone else goes in. This is a simple process rule. In the example, it makes good sense. You can’t get in a train if people have…
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HR as Sales
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I often think that senior HR practitioners don’t think about sales as often as they should. Too much of the time, HR thinks that their performance in the delivery of services is enough. Even if those services are the delivery…
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Queueing Theory and HR
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I’ve always been interested in business theory and its possible applications to HR. Unfortunately, many HR practitioners (or business practitioners for that matter) are not well educated in many business theories. Even MBA’s get a minimal schooling in these. One…
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Give Me A “Sexy” UI Any Day
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Jason and I might have to disagree on this one. Can we please stop saying “…and the user interface is sexy”! User interfaces should not be “sexy” nor are they! User interfaces should be clean and simple, presenting only the…
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Evil HR on Social Networking
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Evil HR being the well know Evil HR Lady of course. She and I share something in common – we work for prominent organizations, write a blog, and are anonymous about it. When it comes to social networking and the…
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HR Service Delivery: Question 11
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Are there breakthroughs in other parts of the business that we can use? The first time someone in HR decided to try using the customer service call center as an HR call center, this was the most innovative idea in…
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HR Service Delivery: Question 10
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What do our customers needs look like in the future? Everyone is talking about the aging of the workforce. We treat this on two obvious levels: first, how do benefits need to be shaped to handle this older or retiree…
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HR Service Delivery: Question 9
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What has changed? You may have put in your current call center or service delivery model several years go. Since then, you’ve had 2 major acquisitions, entered several new markets, and your workforce demographics have aged and changed in geography….
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HR Service Delivery: Question 8
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If we changed our service delivery so that it was perfect for every customer, what would that look like? In reality, this is probably a little bit too broad. What it does though is it puts together a list of…
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HR Service Delivery: Question 7
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What is the biggest obstacle to using the product? So you work for a design firm and 80% of your population uses an Apple Mac. Somehow in the procurement process, you forgot to ask your talent management vendor if they…
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HR Service Delivery: Question 6
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Who hates our product? Who loves it? Who is indifferent? Let’s hope everyone loves our approach to HR Service Delivery. More often than not, the large majority of your population will either hate it or be indifferent. While you don’t…
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HR Service Delivery: Question 5
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Are people spending money to alter our tools? Good ‘ol performance management is a nice scenario here. In the old days when we had a staff of people creating spreadsheets, sending them to managers, getting them back for data scrubbing,…
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HR Service Delivery: Question 4
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Can we cut our costs significantly? We’re not talking about simply cutting costs and eliminating services. We’re actually talking about discovering the current levels of service utilization and comparing that against a future service delivery scenario. Let’s say you could…
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HR Service Delivery: Question 3
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Are there any customers for whom support is extraordinarily high or low? Let’s face it, sometimes the support costs for a group of people catches you off guard. When there is more support required than you expected, you know how…
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HR Service Delivery: Question 2
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Which of our customers need vastly more service than others? Sometimes there will be a specific business unit or group of individuals (salespeople or executives for example) who simply require more time and attention. The first question is obviously to…
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Redefining HRO
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Jason Corsello recently posted a great analysis of the state of HRO. His take is that the industry is on it’s 3rd generation of development, and the description of these 3 generations is so priceless that I thought I’d repost…
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Longer Term HRO Viability as Change Management
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I’ve always been fascinated by HRO and it’s been a constant topic here on systematicHR since the beginning. While it certainly would seem to make sense that sharing resources across a variety of organizations would save some money, there’s always…