Human Resources Help Desk
Dwane Lay
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


Dwane Lay
May 28, 2013

Memorial Day, among other things, signals the start of the late spring/early summer conference season.  For those of us that speak and attend, it also marks the last time our laundry will be caught up and in one place.  I fully expect that from now until July, my wardrobe will be split evenly between my closet, my suitcase and the cleaners.

 

It is, I think, the most wonderful time of the year.

 

We come out of the holiday getting ramped up for IHRIM 2013, held in Orlando this year.  Specifically, it’s at the Contemporary Resort at Disneyworld.  Not a bad venue.  For those looking for a summer vacation they can leverage into something work related, it’s great.  For those of us who will be too busy working to enjoy the parks…actually, it’s still pretty great.  No


Dwane Lay
May 17, 2013

 

I had the pleasure of attending IQPC’s HR Shared Services and Outsourcing Summit this week.  It was a wonderful collection of HRSSC leaders from around the contry coming together to talk about their challenges, their successes and their plans for future improvements.  These are some of my favorite HR teams to be around, as they have embraced Lean philosophy and data driven performance like few other groups.

 

I was fortunate to be asked to run a workshop on HR metrics, which I greatly enjoyed.  While there were a few attendees that were looking for a list of metrics at the start, they all seemed pleased with the approach we took instead.  We looked at how to determine the right metrics to track, as well as the best way to present data as information.  It was a great two


Dwane Lay
November 28, 2012

I spent a good part of my early career working in telecommunications, specifically for Internet providers.  I started off in customer service, but soon found myself running Technical Support.  With a handful of really good technicians, we ran a help desk that answered just about every question you can imagine.  Calls about the Internet being down for no good reason (the power was out in the customer’s home, which will slow you down a bit) to explaining the physics behind twisted copper wiring and signal attenuation (“You mean people in the ghetto can have DSL but my two million dollar home can’t?!?”) came up on a regular basis.  If you’ve ever wondered what kinds of call come in, there are plenty of stories you can read.

 

Our job, at its most basic, was to be available and to


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