DRIVING EMPLOYEE ENGAGEMENT BY MEASURING HR SERVICE DELIVERYKevin Mendonsa
Executive Director - HR Technology, Finance Technology & Employee Services
AGENDA
• Why Employee Engagement matters
• Why tracking service issues is critical
• Selecting the right platform for HR and employees
• Agile implementation for Rapid ROI
• Driving Decisions using Data & Analytics
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BASIC FACTS ON EMPLOYEE ENGAGEMENT
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What is engagement?The extent to which employees commit – both rationally and emotionally – to something or someone in their organization, how hard they work, and how long they stay as a result of that commitment.
Why care?Firms that focus on engagement have achieved significant improvement in…
Employee motivation and commitment Growth and productivity Overall business success
WHY TRACKING SERVICE ISSUES IS CRITICAL?• You cannot MANAGE what you cannot MEASURE.
• Employee issues are typically “EMOTIONAL” i.e. Payroll, Benefits, Compensation, Employee Relations etc…..understanding them is critical
• Knowing the “WHAT”, “WHERE” and “WHY” of employee issues are critical in understanding the challenges, concerns and needs of our employees
• Allows HR and business leaders to use “DATA AND ANALYTICS” to drive improvements specific to locations and/or company wide
• Delivering services in COMPLIANCE WITH SLAs also sets a standard for how they service their “customers” – internal & external
• MEASURE the success/failure of global transformation efforts
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WHAT IS THE RIGHT PLATFORM FOR HR?
• Built with a FOCUS ON USER EXPERIENCE for HR, employees & business
• INTUITIVE eliminating extensive training and change management
• Operates the way HR does and puts HR in charge…BUILT BY HR FOR HR
• Is Software as a Service (SaaS) with SINGLE CODE BASE for all customers
• Enables robust and comprehensive DASHBOARDS AND REPORTING
• Easy to IMPLEMENT, CONFIGURE and INTEGRATE within HR
• CAPTURES KEY DATA along the life cycle of a transaction
• Actively MANAGES SERVICE LEVEL AGREEMENTS (SLAs)
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AGILE IMPLEMENTATION FOR RAPID ROI
• PRE-PREPARATION is critical to shorten the implementation timeline─ Hierarchy of Issues─ Service Level Agreements─ Routing matrices─ Security Roles based on responsibility
• Use an AGILE ITERATIVE methodology vs. the traditional waterfall approach
• Keep it SIMPLE and leverage “Out of the Box” configurations as much as possible reducing complexity, cost and time
• Get it 85% right and leverage CONTINUOUS IMPROVEMENT for the remainder 15%....change is a constant
• Run a PILOT with global HR to test drive before deploying to the enterprise which accelerates adoption and makes change management easier
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PROTOTYPE 1 TEST
Configure
FEEDBACK
Configure
PROTOTYPE 2
Configure GO LIVE!
PROTOTYPE 3
DRIVING DECISIONS BY DATA & ANALYTICS ISSUE VOLUMES
Location, Region Issue Type, Channel Resources
ISSUE RESOLUTION First call/First day resolution stats Durations, Cycle time, Aged cases SLA Management
TRANSACTION ACCURACY Rework / Reopening Customer satisfaction surveys Customer feedback for identifying continuous improvement targets
ESCALATION TRACKING Between tiers Increase the successful execution of transactions in the lowest possible tier 7
SAMPLE VOLUME MEASURES
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July August September
152 178
331
175127
183
540
635 645
Volumes by Region
Americas APAC EMEAI
June July August September0
200
400
600
800
1000
1200
1400
0.01.02.03.04.05.06.07.08.09.0
Volumes - Response time (days)
Avg. Response time
Recruiting
Exit Proce
ssing
Personnel A
dmin
New Hires
Letter Requests
Benefits
Learning
Vendor Management
Payroll
Relo Immigration
HR Systems
Other
Time A
ttendance
Compensation
Report Requests
Policies
Employee Relations
632
499
390 384341
295191
132 126 85 84 84 56 54 47 8 3
Issue type distribution
Mumbai
London
Budapest
Geneva
Frankfurt
Paris
JohannesburgMila
nDubai
Stockholm
0200400600800
10001200
0.0
0.5
1.0
1.5
2.0
2.5
1.51.2
1.0
2.2
0.50.1
0.60.3 0.3
0.1
Issues by Location & Avg. per Employee
Issue/Emp
SAMPLE PERFORMANCE MEASURES
9
June (since 22nd)
July August September to date
0
200
400
600
800
1000
1200
0.700.750.800.850.900.951.001.051.101.15
445
916 943
68408
890 999
75
1.091.03
0.940.91
ISSUE VOLUMES & CYCLE TIME
Issues Opened Issues ClosedResolution Cycle Time (days)
1988; 88%
50; 2%114; 5%52; 2%28; 1%26; 1%
ISSUE RESOLUTION (days)
1 day2 days3-7 days8-14 days15-30 days>30 days
0
50
100
150
200
250
300
350
400
450
0
2
4
6
8
10
12
14
391 329 292 166 154 148 117 70 58 48 48 23 22 33
7
2
13
3 2
4
21
01
5
0 0
Avg. Response time (days) by Owner
Count Avg. Response (days)