Tag: Dwane Lay

The Gift of Independence for Your Employees

July 3, 2018 Do you ever read HR blogs? Most of HR blogs will tell you that HR doesn’t really know what they are doing, and are, generally, untrusted by employees and leaders everywhere. Do you ever read message boards or groups that ask employment questions? Most of them will also tell you that HR doesn’t really know what they are doing, and are generally untrusted by employees and leaders everywhere. Do you ever read about companies that don’t have HR? Didn’t think so. So how do we bridge this divide? How do we service employees' needs, give them the answers they are looking for, but not expose them to the HR team they are trying to avoid? How do we make them feel that they are not only valued, but are being considered as we develop our company infrastructure? The answer,…

HR Latte: CX Talk with Dwane Lay

March 13, 2018

CX Talk with Dwane Lay - Customer Experience Expert [14 minute, 18 second podcast] HR Latte launches a new segment: CX Talk In this premiere episode of CX Talk, Dwane and Rayanne talk about what impacts Customer Experience. Tune in to learn about: How to Communicate Changes Getting the most out of the products you use What does Bad Customer Experience look like? Cost of Acquisition vs. Cost of Retention How involved are customers in your product roadmap? Future Thinking Proactive Customer Service New episodes coming soon! Connect with Dwane and Rayanne on LinkedIn!

Discovering HR Case Management – Video

June 12, 2017 Quick Hit Informative Video [32 min] Dwane Lay and Rayanne Thorn of Dovetail Software present "Discovering HR Case Management" to share what an HR Case Management System should do and how it should assist an HR Department in creating a better Employee Experience. Additionally, get an in-depth review of the flow of HR Case Management. Discovering HR Case Management JUN 2017 [32 min] from Dovetail Software on Vimeo.

Dwane Lay: Customer Experience = Whole Life Cycle of the Customer

December 6, 2016 Dwane Lay, "There's Nobody Busier than the HR Practitioner" Dwane Lay, VP - Customer Experience - Dovetail Software “I think that everything after the sales process, you are building the relationship upfront, but it's the management piece after that doesn't always get the attention it deserves. We hear a lot of people talk about their relationship with vendors never gets better than right before they sign the contract. The whole, You'll do anything to get me as a customer, why won't you do anything to keep me as a customer? We try to make sure we do everything to make our customers happy." - Dwane Lay Check out this great interview and learn what’s on Dwane’s mind: Customer Experience is a Partnership with the Client Having HR Experience Makes a Difference in how you serve an HR Department How being a Lean Six…

The Community Garden of SaaS

July 14, 2016 The Perfect Analogy From time to time, we come up with analogies on the fly that make so much sense, we have to share them. This is a great example. Not long ago, I was trying to explain how SaaS works in relation to developing software and product management. While we've talked about our process in the past, it has been on the "how," not the "why." To explain that part, we found a perfect analogy in the Community Garden. The Plot Let's start with the land. To get our garden going, we need a place to put it. So we imagine a city block that has been razed and plowed. This is our garden, and we have opened up access to our clients, who wish to grow their own beets. We let the spinach people in too, of course.…

The Carnival of HR Returns!

June 15, 2016 It's Back! Carnival of HR: I feel like we just finished sweeping up the popcorn and peanut shells from last time, and yet here we are! I'm always excited to get to host the carnival. It's a great chance for us to stay connected to the HR community that means so much to us, and to share our platform with great authors in our space. Thanks to all of you for visiting and reading. Please take a few minutes to check out the links. Theme: Conferences Our theme, loosely applied as always, is around conferences. We do a lot of them, and we were very much looking forward to SHRM16 this month. We've realized, though, that the show starts on Father's Day this year. That's happened in the past, and it usually kills off any chance of attending for me. …

Dovetail Software – Some Assembly Required

June 1, 2016 Some Assembly Required When you swing by Target to pick up a Lego Millennium Falcon, you probably don’t expect to open that box at home and find a fully-built Falcon waiting for you. Instead, you expect to see organized bags of pieces and instructions on putting your new space ride together. Frankly, if you did get one already put together, you’d probably want to take it apart and start over. And maybe you want your Falcon to be a little different. Maybe you want the new square radar dish instead of the classic round version. Maybe you want to add more thrusters, or more guns, or finally get the hyperdrive upgraded in your version. That’s the best thing about Lego. You can do whatever you want. And you can always take it apart and do something different later. A good…

Planning for Long-Term HR System Success

May 16, 2016 Be Prepared Before Change Happens As a partner for some of the best companies in the world, we get a unique view of talent movement in the business world. Sometimes, that means seeing system administrators move on to bigger roles, either with their current company or a new one. While we are always happy to see our friends being successful, it does lead to some difficulties if the proper preparation hasn't been taken. If you are a system owner, champion, administrator, or power user, there are a few important things to keep in mind as you go through your daily life. Ownership Matters One of the earliest signs of system atrophy is seeing a system owner or champion change roles. When a system is put in place, no matter the size, it is because someone cared enough to make it…

Why HR Needs Lean, and Lean Needs HR

April 19, 2016 Lean HR In case you didn't already know, I kinda like Lean. I've dabbled a little in the idea of tying Lean and HR together, and at times, have been known to talk about it out loud. But sometimes, I think it makes sense to go back to the beginning and talk about how these two topics work together, and why you need them both. Simplicity Lean is, at its heart, all about reducing waste. That's as simple as it gets. Find where you are losing time, money, or other materials, and then stop doing that. It could be as simple as finding out the report you work on for two hours each week is no longer read by anyone. It might be as complex as a complete warehouse redesign. But every step is with the specific goal of spending…

We Take Your Ideas Seriously at Dovetail

March 23, 2016 Product Enhancement Requests When Building a Software-as-a-Service Application Part of building a SaaS application is the need to balance the needs of the many with the needs of the few. Or the one. (Yes, that’s a Star Trek reference. Well spotted.) We get some great ideas from our customers, who find new and amazing ways to use our software every day. Because of that, though, we have to be mindful of how we handle those requests. Some of them will make the system more useful for everyone, while some are very specific to that one client’s needs. With that in mind, we thought it might be helpful to understand our process and how we handle these requests. Idea Generation Ideas come to us through several channels. We often hear of ideas during implementation, but they also flow in from active…