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Tag: HR Help Desk

New Webinar: HR Service Delivery Practices Survey Results

March 19, 2014 The HR Shared Services Institute is running its 2014 HR Service Delivery Practices survey, which is the most comprehensive ongoing study of HR delivery operations practices available anywhere. Dovetail is sponsoring the survey again this year to help provide HR leaders with real-world statistics on how their peers measure productivity, benchmark performance and analyze the FTEs and Costs associated with HR service delivery. We will also be offering a webinar sharing the survey’s findings related specifically to the use of HR Help Desk software and other HR technology.   On Thursday, April 3rd from 12:30 - 1:30pm CDT, Dwane Lay will host the survey's author and president of the HR Shared Services Institute Jim Scully. They will discuss the tools and tactics your peers are using to benchmark performance, foster continuous improvement and track productivity gains in their HR Shared…

Step into the Future of Work, the Workplace and HR Shared Services at LEHRN

February 26, 2014 For the second year in a row, Dovetail is proud to be sponsoring the Leading Edge HR Network’s (LEHRN) annual HR Tech Expo and Conference. The region’s largest showcase of knowledge and products for HR and Human Capital Management is next Thursday, March 6, 2014 in Minneapolis, MN. This year’s conference focuses on the future of work and the workplace. The conference packs 3 “EduTrack” sessions, an opening and closing keynote and time to explore the HR Tech expo, which features over 45 vendors showing off the latest and greatest of HR technology, into one action-packed day. If you’re looking for a short list of HR Case Management vendors, all the big players will be at this expo. We’ll be showing off Dovetail Employee Engagement Suite 10 ( Dovetail EES), which combines HR Case Management, Knowledge Management and an Employee…

Wearable Tech and HR Help Desk

February 24, 2014 The future of HR Shared Service is, almost certainly, already here.  We are barreling along a course of turning our clothes into our mobile workspace, built upon the foundation of Google Glass, smart phones and tablets.  While I, for one, welcome our robot overlords, it's worth thinking about what an HR Help Desk team will look like in a few years, assuming we can extrapolate what has come before.  So here are three examples of what the future might have in store for us all. Google Glass We'll start with the easy one.  Visual recognition of employees, including their history, any open issues (assuming you have it tied into your sweet HR case management system, of course), and how best to proceed.  Sound familiar?  Maybe you recognize this visual?     That's right.  Terminator vision.  You'll know upon meeting someone…

HR Shared Services Center Super Bowl!

January 30, 2014 I imagine a world where HR shared service centers get together to wage friendly battle on a field of green and the profession is cheered by a stadium full of happy employees.  Where the HR help desk teams gather at midfield for the ceremonial merit increase coin flip, led by a CEO who has dragged a table along with him (you know, so everyone can have a seat).  And as teams line up in their classic Tier 1 formation, the fans look on, munching on their wellness program approved kale chips and sipping pure spring water from their HRSSC Super Bowl souvenir cups. I see the teams engaging in a brutal contest of rapid firing questions about FMLA and 401k programs, while the defense furiously responds with automated emails, documented case studies and all the power employment law can muster. …

Centralize Your Decentralized HR Model with HR Case Management

HR Case Management
January 14, 2014 Centralize With HR Case Management As we continue to truck along here at Dovetail by visiting with more and more new clients, patterns have definitely emerged.  Among these patterns is the consistency with which we see various moderations of HR centralization/decentralization.  In this post, we'll concentrate on three common variations of decentralization and how a case management tool can actually accomplish a high degree of centralization, even if the organizational structure doesn’t best lend itself to doing so. Typically, the three most often seen variations of decentralization go like this: 1.)    Lightly Decentralized: HR leaders and practitioners are predominately centrally-located at company headquarters with occasional field HR reps and/or work from home HR reps.  This is common in the retail industry. 2.)    Moderately Decentralized: HR leaders and practitioners are predominately centrally-located at company headquarters, but there are also many HR…

Getting Started with Knowledge Management

January 9, 2014 I'm often asked in implementations the best way to start moving tribal knowledge and expertise into a living repository. What are the steps that need to be taken, and how long should the project last? This is a tough question for anyone working in an HR Shared Services team, where that information is important.  HR Help Desk Knowledge Management is generally handled on an ongoing basis, not as an individual project, though you have to start somewhere. If you are building your HR Service Delivery strategy around collaboration and knowledge sharing, this will be an important element. With that in mind, here would be my suggested approach from a process perspective. I'm excluding thoughts on timing, since that may vary based on your situation. You are better off moving at the pace that is right for your team.   Take…

SLA Rule Perspectives & HR Service Delivery – Part One

January 3, 2014 Today's post is the first in a two (or more) part series.  In working with HR Service Center leaders, we are often called upon to assist in building HR metrics dashboards, which very often include Service Level Agreements (SLAs).  For anyone who isn't familiar with the concept, an SLA is essentially a promise to your employees or customers that the HR Help Desk will resolve their issue in a defined time frame.  The HR Service Center team is then measured on their performance against this metric.  The time allowed for that resolution may be defined as an overall number or, usually, a variable number based on a combination of data elements, such as case type, location, priority, employee position, method of submission or other organization-specific items. Kane Frisby, our Chief Strategy Officer, and I were discussing SLAs recently, and have…

Donna Nelson Discusses Leveraging HR Case Management for Next Generation HR Service Delivery

November 15, 2013 Last month, we sponsored IPQC’s HR Shared Services and Outsourcing Summit held in Orlando, FL. It’s one of a handful of conferences available that focuses primarily on HR service delivery and HR shared services. This year, HR leaders from Google, Novo Nordisk, Johnson & Johnson, eBay and more got together to share their stories and exchange best practices. Along with fantastic networking, attendees participated in pre-conference workshops and session tracks geared toward helping HR professionals set up or improve their shared services environments.   Donna Nelson, formerly Head of HR Shared Services at Ann Taylor and now a consultant for HR Shared Services strategy and deployment, gave a presentation on leveraging case management data to become a more strategic player in your organization. Her presentation garnered a ton of interest at the Summit, and I thought Donna would certainly be…

Building a HR Shared Service Function with HR Case Management

November 5, 2013 At Dovetail, we are very often asked to consult with clients who are building their HR Shared Services team.  In many cases, this will include an HR helpdesk function and human resources case management software.  This usually includes human resource reporting and human resources analytics, as well as physical and functional setup.  While my focus with the team is usually on the HR reporting side, there are a few lessons we've learned when it comes to HR service delivery that apply almost universally. First, make sure you have the right people on the team.  There is a myth that if your system is built correctly, you can staff your HR help desk team with entry level call center employees, and they need no experience with HR case management software or functionality.  The truth is while our software may make the…

Business Ethics, A Thing of the Past?

October 31, 2013 As a Sales Director for Dovetail Software, I work daily with many different companies looking for HR Help Desk Software. Often these are organization conducting an RFP for their HR Shared Service organization. They are generally comparing vendors in order to find the solution that best meets the needs of their organizations. What I keep seeing are situations where our competitors grossly exaggerate their number of clients and most often the functionality of their product/software. So I wonder, is the term “Business Ethics” an oxymoron?  Is it now the norm to lie and thus the sole responsibility of the company to properly vet out the vendors that are being dishonest?   Being honest and forthright is something we believe in as an organization and my personal brand is important to me so I steer away from that practice. However, I’m…