Driving employee engagement by measuring HR service delivery - MSCI
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Transcript of Driving employee engagement by measuring HR service delivery - MSCI
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DRIVING EMPLOYEE ENGAGEMENT BY MEASURING HR SERVICE DELIVERYKevin Mendonsa
Executive Director - HR Technology, Finance Technology & Employee Services
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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
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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
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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
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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
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SAMPLE PERFORMANCE MEASURES
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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)