With tools like the SAP Shared Service Framework for HR (SSF-HR), the representative’s desktop turns from clutter to cleanness; from a process perspective, the shared services representative feels like he is working with one consistent application rather than the multiple applications and processes described in my previous blogs about the evolution of shared service delivery and cobbled-together systems . All of the necessary background updates are facilitated by the intelligent service delivery infrastructure. As an SAP customer, you have probably already implemented SAP ERP HCM. With SSF-HR, you are able to take advantage of the foundation that you have built and repurpose it as an environment that supports shared services.
The example that I review in this video is one that my team and I have observed at customer sites where SSF-HR is in place. What we found is that the Shared Service Framework for HR reduces the overall number of tools that are needed. This simplifies the process, facilitates the provision of great customer service, reduces training effort, saves time and reduces overall costs.
The net effect is that rather than the 10 minutes needed to complete the first scenario, only 4 are necessary with this one. For the same annual transaction count of 300,000, the blended salary cost at 4 minutes per transaction is $365K / year (using the same assumption of a blended annual salary cost of $38K). This potential savings is well over half, or $548K/year compared to the previous total of $914K/year.
- Cost savings
Simplification of delivery environment – eliminate the hodgepodge
- Ease of use and training
- Better oversight of services center operations providing consistent and high quality service
In addition to the benefits to the services center, the employee is happy to be part of a company that respects his time and helps to resolve his requests in a personalized and expeditious way. This particular employee is able to get back quickly to spend time with his wife and new child. For more information, check out the E-Book for the Shared Service Framework. And look for an announcement of the latest enhancements for the Shared Service Framework for HR which are part of the EhP6-based HR renewal program (Feature Pack 2.0) that are available today.
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