2016 APQC and SCOTTMADDEN HUMAN RESOURCES SHARED SERVICES ... Report - HRSSO.pdf · . UNDERSTANDING...

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2016 APQC and

SCOTTMADDEN

HUMAN RESOURCES

SHARED SERVICES

PARTICIPANT REPORT

PREPARED EXCLUSIVELY

FOR

SAMPLE REPORT

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TABLE OF CONTENTS

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EXECUTIVE SUMMARY

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DEMOGRAPHICS

OVERALL SHARED

SERVICES ORGANIZATION

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UNDERSTANDING THE TABLES

The tables on the following pages show how your organization compares to all

companies that participated in the study for each performance measure.

105303 Total customers (employees + retirees) per total HR headcount

XXXXX XXXXX XXXXX XXXXX XXXXX

105304 Total company employees per HRIS headcount


11573 Total company employees per continuous improvement headcount


11643 Total company employees per HR business partner headcount


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MEASURE DATA TABLES

105303 Total customers (employees + retirees) per total HR headcount

105304 Total company employees per HRIS headcount

105305 Total company employees per talent acquisition CoE headcount

105306 Total company employees per talent management CoE headcount

105307 Total company employees per compensation CoE headcount

105308 Total company employees per benefits CoE headcount

105309 Total company employees per employee and labor relations CoE headcount

N/R N/R N/R N/R N/R

105310 Total company employees per continuous improvement headcount

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

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MEASURE DATA TABLES

105380 Total company employees per HR business partner headcount

N/R N/R N/R N/R N/R

105381 Total company employees per HR generalist headcount

N/R N/R N/R N/R N/R

105382 Total compnay employees per HR administrator headcount

N/R N/R N/R N/R N/R

105383 Total company employees per field HR headcount

N/R N/R N/R N/R N/R

105396 Total company employees per Tier 1 headcount

105397 Total company employees per Tier 2 headcount

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

PRIMARY NORTH

AMERICAN CENTER

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The tables on the following pages show how your organization compares to all

companies that participated in the study for each performance measure.

105397 Number of transactions per service center employee


105385 Number of calls/inquiries per service center employee


105386 Number of employees served per service center employee


105387 Number of retirees served per service center employee


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MEASURE DATA TABLES

105353

HR service center employee turnover for North American Shared Services Center

105354

Average speed to answer for North American Shared Services Center

105355

First contact resolution for North American Shared Services Center

N/R N/R N/R N/R N/R

105356

Portal hits per 1,000 employees for North American Shared Services Center

N/R N/R N/R N/R N/R

105358 Total service center cost per customer (employees + retirees)

N/R N/R N/R N/R N/R

105360

Total requisitions per North American Shared Services Center recruiting/staffing specialist headcount

105361

Total hires handled per North American Shared Services Center recruiting/staffing specialist headcount

105359

Total company employees per North American Shared recruiting/staffing service center specialist headcount

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

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MEASURE DATA TABLES

105362

Total company employees per North American Shared Services Center workforce administration specialist headcount

105363

Total company employees per North American Shared Services Center training administration specialist headcount

N/R N/R N/R N/R N/R

105364

Total company employees per North American Shared Services Center leave of absence administration specialist headcount

105365

Total company employees per North American Shared Services Center employee relations specialist headcount

N/R N/R N/R N/R N/R

105384 Number of transactions per service center employee

105385 Number of calls/inquiries per service center employee

105386

Number of employees served per service center employee

105387

Number of retirees served per service center employee N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

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MEASURE DATA TABLES

105388

Self-service transaction volume per employee

105389

Self-service inquiry per employee N/R N/R N/R N/R N/R

105390 Tier 1 employees per Tier 1 manager/supervisors

105391

Transaction volume per Tier 1 employee

105392 Call/inquiry volume per Tier 1 employee

105393 Tier 2 employees per Tier 2 manager/supervisors

105394 Transaction volume per Tier 2 employee

105395 Call/inquiry volume per Tier 2 employee

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

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MEASURE DATA TABLES

105398

Total service center in-house cost per transaction N/R N/R N/R N/R N/R

105399

Total service center in-house cost per volume unit N/R N/R N/R N/R N/R

105400

Total service center cost (in-house + outsourced) per employee served N/R N/R N/R N/R N/R

ALL SERVICE CENTERS BY

REGION

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US & Canada XXXXX XXXXX XXXXX XXXXX XXXXX

Europe XXXXX XXXXX XXXXX XXXXX XXXXX

Asia-Pacific XXXXX XXXXX XXXXX XXXXX XXXXX

Africa & Middle East XXXXX XXXXX XXXXX XXXXX XXXXX

Central & South America


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MEASURE DATA TABLES

US & Canada

Europe N/R N/R N/R N/R N/R

Asia-Pacific N/R N/R N/R N/R N/R

Africa & Middle East

N/R N/R N/R N/R N/R

Central & South

America N/R N/R N/R N/R N/R

N/R N/R N/R N/R N/R

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MEASURE DATA TABLES

US & Canada N/R N/R N/R N/R N/R




N/R N/R N/R N/R N/R

Central & South


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MEASURE DATA TABLES

US & Canada




N/R N/R N/R N/R N/R

Central & South


N/R N/R N/R N/R N/R

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MEASURE DATA TABLES

US & Canada N/R N/R N/R N/R N/R




N/R N/R N/R N/R N/R

Central & South


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MEASURE DATA TABLES

US & Canada




N/R N/R N/R N/R N/R

Central & South


N/R N/R N/R N/R N/R

PEER GROUP

COMPARISONS

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PEER GROUP COMPARISONS

QUALITATIVE RESPONSE

RATES

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Does your HR shared services operation serve multiple geographic regions or multiple countries through the use of one or more shared services centers?

Yes XXXX XXXX

XXXX

No XXXX

XXXX

XXXX

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QUALITATIVE RESPONSE RATES

Does your HR shared services operation serve multiple geographic regions or multiple countries through the use of one or more shared services centers?

Yes

No

Which of the following geographic models is used for your global HR shared services organization? (Select only one)

Site/country-specific center run locally

Site/country-specific centers with global management and integration

Regional centers, but run locally

Regional centers, with global management and integration

Single global center

Other (please describe)

Within your organization, how many years has your HR shared services organization been in existence? (Select only one)

Less than one year

At least one but less than three years

At least three years but less than five years

At least five years but less than ten years

Ten or more years

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Does your shared services organization have defined centers of expertise as part of your HR delivery model? (These individuals are subject matter experts involved with program design and are typically considered "Tier 3" in a tiered model.)

Yes

No

Which best describes the governance model for your HR shared services organization? (Select only one)

HR SSO reports to corporate HR/lead HR executive

HR SSO reports to lead of multi-function SSO

HR SSO has a matrix reporting relationship to HR and multi-function SSO

HR SSO reports to another non-HR executive


Is a tiered approach used as part of the service center staffing model at any of your shared services centers within your shared services organization (e.g., Tier 1, Tier 2; tiers are typically used to segment services by the nature of the services provided to customers)? (Select only one)

Yes

No

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Which best describes your organization’s use of an employee portal as an interface to self-service applications and frequently-asked questions and/or knowledgebase content? (Select only one)

Do not leverage a portal

Static, non-personalized content

Some personalization of content without system integration

Personalized content with limited system integration (i.e., integration with HRIS, but not all other applications)

Personalized content with full-system integration (i.e., pages rendered in single system with content from various systems; single sign-on employed)

Do you offer the following: Manager self-service?

Yes

No

Do you offer the following: Employee self-service?

Yes

No

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Which of the following can managers complete through self-service? (Select all that apply)

Employee status management (e.g., promotions, transfers, position changes, terminations, etc.)

Performance management activities

Pay approvals (e.g., pay rate changes, etc.)

Reporting (e.g., ability to select and run reports on organization)

Employee- initiated approvals (e.g., leave requests, training requests, etc.)


Which of the following can employees complete through self-service? (Select all that apply)

Personal data changes (e.g., address, marital status, etc.)

Payroll requests/changes (e.g., W4 updates, W2 request, direct deposit sign-up/changes)

Benefits transactions (e.g., enrollment, life event changes)

Training (e.g., registration, evaluation, updates to training records)

Personal development plans


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Where does your most recent overall satisfaction measure fall in terms of the percent of customers satisfied for the North American center referenced above?

Greater than 90%

80% to 90%

70% to 79%

Less than 70%

Do no measure

Please choose the option that best describes the organizational alignment of the CoE: Talent acquisition

Co-Located/Centralized

Multiple Location/Decentralized

Please choose the option that best describes the organizational alignment of the CoE: Talent management



Please choose the option that best describes the organizational alignment of the CoE: Compensation



Please choose the option that best describes the organizational alignment of the CoE: Benefits



Please choose the option that best describes the organizational alignment of the CoE: Employee and labor relations



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Please choose the option that best describes the organizational alignment of the CoE: Other



AFTERWORD

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AFTERWORD

APPENDIX

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GLOSSARY

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PARTICIPATING COMPANY LIST

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2016 APQC and SCOTTMADDEN HUMAN RESOURCES SHARED SERVICES ... Report - HRSSO.pdf · . UNDERSTANDING...

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