HR Metrics
Rayanne Thorn
January 29, 2016

Dovetail HR Reporting

We recently upgraded our reporting engine to deliver the robust experience HR needs when it comes to understanding the data they gather and store. I know, I know — there’s that word: data. Guess what? It is part of business today and HR, being a contributor to the success of an organization, knows that numbers and metrics with the analysis of all the data collected is imperative to recognizing what works, what hasn’t worked, what is no longer working,  as well as when it’s time to shift and change, or implement a new process.

What does ROBUST mean?

It means that Dovetail’s upgraded HR Reporting Engine provides:

Out-of-the-Box Report Writing Templates Tight Security Integration Multiple Languages and Cultures “Get Help” Function Familiar Report Creation Interface Report Scheduling Password-protected Export of Reports What does all of this mean?

Dwane Lay
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

Dwane Lay
December 4, 2013


As we hit the home stretch of the year, we are inclined to reflect on what we’ve done, what we missed, and what we could improve on.  As I look back on 2013, I can’t help but be proud of the work we’ve done in several areas, not limited to that of an HR case management vendor, an HR shared services consultant, or our work evangelizing about HR technology.  I also think about the work we’ve done with the HR community and beyond.

We presented several hours of content for our HR practitioner friends, including live presentations at six different state SHRM conferences, HR Tech Europe, IQPC, LERHN and others.  We also either hosted, led or appeared on webinars all year, not

Stephen Lynn
March 26, 2013

Perfection. A laudable goal to strive for, but one rarely achieved. As I was reading a blog post by SystematicHR (Wes Wu) last week concerning HR Service Delivery, Global or Regional: HR Service Delivery Should Always Be Perfect , my first thought was, “How could Wes think that HR Service Delivery could ever be perfect?”, but as I read further I realized that Wes was just using the goal of perfection to speak towards continual improvement in your HR Service Delivery with the real goal of providing consistent HR service delivery for all employees.


Wes and I agree on the goal; we even agree that you need to capture important information to increase the chances of providing better service delivery. The problem with Wes’ suggestion is it assumes that

Kane Frisby
November 30, 2012

Are you working on a new or improved HR Shared Service Center? Need that Investment for HR Technology? Want to know what funding resources and ideas are available? Read on…


The latest CedarCrestone Survey (in its 15th edition) is riddled with great information on HR Service Delivery. When I was a practitioner I often used excerpts from this survey to help support HR technology investments for HR Shared Services. One of the key findings in the latest survey around HR Service Delivery within an HRSSC reads – “Service delivery automation delivers at least 15% in administrative savings when pervasive employee and manager self service and a move to shared services with an HR help desk application is adopted.”


That last comment hits the nail on the head! Deploying an 

Kane Frisby
November 29, 2012


I’ve recently joined Dovetail Software as Chief Strategy Officer; my role is to build the company’s vision, focus on product strategy and to identify key strategic alliances that will benefit the firm, our partners and ultimately our customers.  Where did I come from I hear you ask…


Firstly I’m a Brit from across the pond, so I started my career in an English town in Surrey called Woking, sitting on a Customer Support desk working for a company that sold Helpdesk products, which is where I learnt the importance of excellent Customer Service and Support!


Customer Relationship Management (CRM) seemed like an ideal career for me, I have a thirst for knowledge and thrive on sharing what I know with others.  CRM took off in a big way,

Dwane Lay
July 10, 2012

HR professionals are often accused of not being data savvy, of not caring enough about metrics, or not being comfortable with measuring productivity.  While it is true that data is often woefully underused (or, worse, misused) in the profession, it’s time to realize the problem in most cases is not with the practitioner.

The problem is with the substandard HRIS interface and query system HR has been given.

Even a cursory glance at the major HRIS reporting features will reveal an unfriendly, cryptic interface.  The fields are labeled for database reference, not for practitioners to use.  A Boolean expert may be able to parse out the data as needed, but the rank and file of the HR world have little chance on their own.  And that assumes they are

Emily Lewis
March 19, 2012

In my last post, I referenced a recent study by the Society of Human Resource Management, which revealed that senior-level HR executives rank the opportunity to do strategic planning as one of the key elements of job satisfaction. For most HR professionals, that means having the metrics necessary to identify and solve business problems.


While HR organizations have caught onto the importance of tracking HR metrics, such as performance, employee engagement and turnover, many fail to measure employee relations (ER) metrics, which can be just as critical to your organization’s strategic plan, with the same precision.


If tracked correctly, ER metrics can help determine the root cause of workforce trends in your organization. In thiswebinar, human capital strategy consultant and 20-year HR veteran Cathy Missildine-Martin will reveal five

Emily Lewis
March 13, 2012

I recently read What you Like about your Job, an article published in HR Magazine sharing the results of a survey conducted by the Society of Human Resource Management (SHRM), which explored HR professionals’ job satisfaction levels and the contributing factors. The survey revealed that the majority of senior-level HR executives identify the opportunity to do strategic planning for their organizations and communication between them and senior management as two key elements affecting their job satisfaction.


The article goes on to say that less than half of the HR professionals surveyed feel “very satisfied” with the above mentioned areas.


In a past blog post, I referenced an article by Human Resources IQ contributor Brad Powers, in which he cites two causes of why HR may not have a seat at the boardroom table when it comes time to

Emily Lewis
November 22, 2011

I just read a very informative article by Human Resources IQ
contributor Brad Powers, a consultant and researcher in process innovation,
addressing why HR does not often lead change to improve their organization’s
processes. At the end of the article, he cites two causes responsible for the
difficulty of HR leading change: 1) HR is often viewed by the CEO and executive
team as a supporting role instead of a partner, who can offer the organization advice
and counsel, 2) HR hires HR experience, who are accustomed to being viewed in a
support role and will be less credible and comfortable engaging in operational

I agree with both of these causes, but would

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