February 25, 2016
Do you know what HR Case Management is? In the customer service sense, case management speaks to tracking interactions with customers, making sure their purchasing and product acquisition experience is the best. If we were to address case management in a healthcare environment, we would see the tracking of the life cycle of a patient, through their interactions with a healthcare provider or healthcare facility/system. HR Case Management can be viewed similarly, in that reporting and tracking employee interactions with HR allows for a greater understanding of the employee experience with the employer, and vice versa. Data collected using HR Case Management creates opportunity to efficiently handle questions, requests, and problems without losing any information, or letting issues or challenges to be mishandled, mismanaged or not managed at all. Recap The use of an HR Case Management system ensures that…
What Is HR Case Management?
February 25, 2016
Do you know what HR Case Management is? In the customer service sense, case management speaks to tracking interactions with customers, making sure their purchasing and product acquisition experience is the best. If we were to address case management in a healthcare environment, we would see the tracking of the life cycle of a patient, through their interactions with a healthcare provider or healthcare facility/system. HR Case Management can be viewed similarly, in that reporting and tracking employee interactions with HR allows for a greater understanding of the employee experience with the employer, and vice versa. Data collected using HR Case Management creates opportunity to efficiently handle questions, requests, and problems without losing any information, or letting issues or challenges to be mishandled, mismanaged or not managed at all. Recap The use of an HR Case Management system ensures that…
November 20, 2015
Most Important Asset? It’s a well-known corporate saying that “Employees are our Most Important Asset”. How many of you believe that about your corporate environment? I have previously written about the importance of a vendor’s employees happiness to the success of a company’s relationship with its vendor, but this post, while also about employees, addresses the communication within a company, which ultimately does impact employee happiness, which in turn will affect the job they do on behalf of your organization. The Effectiveness of Communication Recently, Davis & Company commissioned the survey of 1,000 employees from large corporations (minimum of 5,000 employees) in the United States to understand the effectiveness of communication on performance management, benefits, and compensation. One of the key findings was that Employees aren’t getting answers to their questions. “When employees have questions, they turn to the company…
August 11, 2015
Employee Engagement Suite The Dovetail Employee Engagement Suite (EES) was designed around a few simple ideas. Our clients are smart. Our clients deserve to be able to build and modify their own configuration in ways that suit them. Our clients sometimes have better ideas than we do. To that end, we purposefully built a system that is all about configuration choices. This leads to my answering a lot of questions with, "It depends." Does the system notify you when you get a new case? It depends. Do I have to log in to see my alerts? It depends. Can I have a hug? It depends. (OK, that one usually is a yes. But you get the point.) Why is "It depends" the answer? Because the question of "does it" depends on "have you told it to?" Have…
August 5, 2014
Last week, I had the pleasure of attending the HRSSI Conference in Atlanta. The conference is a Human Resources (HR) Shared Services event for HR Executives and Jim Scully has done a nice job of marketing to that particular audience with content rich in information without the SALES pitch of other HR Shared Services shows. It is appropriately named the HRSSI Shared Service Institute Executive Retreat. I came away from the HRSSI retreat with a few new friends and some valuable insight on current trends, challenges and what technology solutions are prevalent in HR Shared Services today. Many of the scheduled presenters had solid metrics that they were willing to share and discuss. I left with a burning question though…why are so many of Fortune Top 500 Companies forced to use their IT Departments CRM solution/technology to manage the complex HR…
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…
November 14, 2011
I attended a webinar last Thursday presented by HR Marketer and William Tincup, an expert in HR marketing and technology user adoption. The webinar, You Built It, They Bought It, But Do They Use It?, was designed to help HR technology marketers turn buyers into loyal users and advocates of their solutions. Throughout the presentation, Tincup advises marketers to treat customers the way good HR departments treat employees. At one point, he made the very true statement that many HR tech vendors are relentless when it comes to lead generation and gaining customers, but lose that vigor when it comes to getting their customers to actually use their product. I think the same could be said for many HR departments: They are relentless when it comes to recruiting and signing Talent but do not approach ensuring their new hires are…