The video featured in this blog illustrates an example of a typical scenario in the life of an HR shared services representative, who uses a hodgepodge of systems to accomplish their work (see my previous “Evolution of Shared Service Delivery in HR” blog for background). This example reflects our experience visiting several customer sites and observing shared services representatives at work.
The representative typically navigates through a screen (or two!) full of windows, which include the applications that can be seen in the picture, below. Each window represents a needed element in the service delivery chain. A challenge for the service representative is to manage this hodgepodge of tools and still provide high-quality service.
In the example that we will discuss today, the representative receives a call from an employee reporting the birth of a child. The time dimension is shown along the bottom of the picture, below and the applications are listed down the left side.
In this example, the representative uses separate systems to verify identity, create the ticket, copy/paste data to and from the various systems, consult current documents, knowledge base, & policy – 3 minutes have already gone by. Then they need to communicate with the employee via email, update the ticket and switch to SAP HR to update the record. Finally, time needs to be factored in for preparing reports for SLA compliance and post-mortem analysis. When we measure the elapsed time at customer sites, in this example 10 minutes have gone by.
When this is multiplied out, 10 minutes times an average of 300,000 transactions/year would result in salary costs of $914K / year (assuming an average blended salary of $38K/year — Source: Career Builder.com ). Tune in next week to see how organizations can apply technology to cut these costs by more than half!! In the meantime, if you are interested in more information, please check out the E-Book for the Shared Service Framework.
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