Escolar Documentos
Profissional Documentos
Cultura Documentos
Danielle Collier
Catarina Levita Schallenbach
December/2017 1
Methodology
HR
Centers of HR Shared
Business
Excellence Services /
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Survey
• 9 questions
• Understand HRSS structures
Companies
• 45 minute interviews
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Interview
• Deep dive into
Employee Experience,
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Tech and HR HRSS
Organization Industries
Executives
2
Presentation Overview
1. Areas of Evolution
1. The Model
2. The Focus of HRSS Centers
3. Process and Technology
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AREAS OF EVOLUTION
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HRSS: Three Areas of Evolution
Center What are the main drivers of HRSS 46% of companies are currently
going through a large HRSS /
Operations change!
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HRSS: Model Evolution
Benefits 85%
39% of companies have 31%
Reporting 85% HRBPs and Managers access
26%
reports through self-service. 23%
Job Leaves 82%
18% 15%
74% 10% 8% 8% 8% 8%
Payroll
Recruiting 74%
Unemployment 69%
Compensation 69%
Relocation 64% Other Countries
Performance Management 59% Canada Belgium France Netherlands
Employee Relations 49% Germany Brazil Hong Kong Panama
Onboarding 46%
Japan Costa Rica Korea Slovakia
T&D/Learning 46%
Australia Czech Republic Malaysia Spain
• 39% of the companies are • 21% of the companies are • 15% of the companies have
Tailored
GBS
Outsourcing
focusing on tailoring their inside a Global Business their HRSS fully outsourced
services to employees Services (GBS) model • Variety of industries
• Focus on customizing • Variety of industries • Half are focusing on
services (even companies • Most of them are tailoring efficiency and cost
that do not have complex services to employees reduction, the other half in
HRSS model) • Most of them provide many tailoring services
HR functions • Some are leveraging their
vendors Artificial Intelligence
(AI) capabilities
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HRSS Center Evolution
Moments
that
matter Employee =
Personas Customer
Driving
self-
service
User
journeys
Employees Seamless
Consumer
grade Material
experiences Design personalized /
thinking relevant to me
Trends
Best-in-Class
customer service
• Head of employee Challenges of change – 50% of
companies
highlighted
onboarding and
experience candidate
• Self-service kiosks experience as areas
of focus
• Direct access
Trends
Best-in-Class
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HRSS: Process and Technology
Global Support
are in the cloud
• 100% of the Global v. Local have global processes
• Companies mapped
already giving some
centers one specific
executives mentioned processes globally and global process
that a move to the then localized them responsibility
cloud is important
Success
HRIS Workday SAP PeopleSoft
Factors
53% 10% 10% 7%
Other HRIS:
20%
Other
Case Management ServiceNow SalesForce
systems
23% 13% 36%
No system:
28%
Tech Capabilities
Self-service
Automation Chat Mobile Robotics Chat Bots
portal
87% 46% 41% 21% 13% 8%
Systems
• Walk Me • Understand the • Simplify IT landscape as
Best-in-Class
Insights
Challenges
• HR data warehouses appropriate use of AI, much as possible – one
robots, and automation cloud system for core HR
Processes • Planning resources: where processes
to invest • Diverse team to look into
• Mapping opportunities to
• Data entry processes
automate
• Customization • Maintenance of robots
• Road-map to all
technology improvements • Be agile
• Protecting data
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The HR Organization
The systems are like the roof on your house - you don’t want to spend
money until it starts leaking. Our system is the foundation of the house -
we need to DRIVE profit not just keep the roof on.
HRBPs HRSS
• Face to the business • Execution
• Client relationships • Transactional Work
• Strategy • Employee Experience
You want to be co-developing because you don’t want a policy you can’t
execute in real life
GBS environment
Vendor management
Overview Model Evolution Center Evolution Process Evolution HR Organization 26
The Future HRSS Workforce:
Skills & Capabilities
Customer Focus/Service
Problem Solving/Analytical
Orientation/Employee Tech Orientation
Skills/Root Cause Analysis
Experience • Use HRSS as a
56% 49%
starting point for
33%
junior employees
• Breadth and depth
of HR knowledge
Process Execution Continuous Improvement Agility/Adaptability/"Flex”
Change in Technology
Outsourcing Push/Pull
GBS
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Thank you!
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APPENDIX
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Tech Capabilities: Terminology
Terminology
Automation Uses software to carry out tasks which humans usually do
when using computer programs
Robotics A type of automation, uses a software robot to execute
integrated tasks into existing processes
Artificial Intelligence Learn how humans perform tasks when using a computer
(AI) program, allowing software robots to perform more
intelligently than the options above. I.e.: chat bots
Source: https://blog.robotiq.com/whats-the-difference-between-automation-and-robotics 32
Participating Companies
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