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Tag: hr case management

The Power of Useful Knowledge – Knowledge Base Management

knoweldge base
January 28, 2016 Knowledge Management I wrote a piece on Getting Started with Knowledge Management that has been used by several of our clients at the beginning of their process.  If you're still trying to figure out what you should be doing to move off of the starting line, it could be very helpful.  And if you are serious about using an HR Case Management platform, then you should be very interested in the topic.  Otherwise, you are missing out on what might be the most powerful part of the system.  If you've done the foundation work, though, you might be looking around for the next step.  So let's talk about that, because the care and feeding of your knowledge base is a critical element of long term success.  Unlike most software companies, we use our own product every day.  When one of…

Making Retention Important to the Employee

January 5, 2016 "Employees who believe that management is concerned about them as a whole person - not just an employee - are more productive, more satisfied, more fulfilled. Satisfied employees mean satisfied customers, which leads to profitability." - Anne M. Mulcahey, Former CEO of Xerox Employee Engagement Leads to Talent Retention I continue my hope that we are coming out of a time of recession, but every time it looks good - that this is a possibility - something causes that view to change. Companies respond differently to recession.  Many laid off or lost quality talent, others downgraded or demoted employees, reducing their hours or pay. Many others initiated hiring freezes, leaving departments struggling with too few employees. Hiring and retaining the right talent is sometimes considered a luxury many organizations cannot afford - but can an organization really afford to lose…

How’s Your Communication with Your Employees?

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…

Building Reminders in Dovetail Employee Engagement Suite

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…

Real ROI in embedded Case and Knowledge Management Portal APIs

February 5, 2015 It’s no mystery, nor is it revolutionary when it comes to the concept of an organization empowering its workforce to answer their own questions in order to offload HR service delivery staff.  Transactional portals have been allowing for the update of personal information, checking and enrolling in benefits, and searching FAQ’s for years.  We’ve even seen significant employee onboarding being moved to the web and intranets, as well as a real push to true organizational cultural immersion and employee engagement via personalized portals.    However, slightly newer to the game has been the offering of Case Management functionality to portals.  Even more cutting edge and something unique to Dovetail’s Employee Engagement Suite is the power of embedding Employee Self Service Case Management and Knowledge Base functionality to an organization’s new or existing employee intranet or portal. Similar, but also unique…

Wow, HR Case Management Sure Evolved Quickly!

evolution of HR Case Management
January 20, 2015 The Evolution of HR Case Management As I think back 3 to 4 years ago, it’s somewhat shocking how fast the practice of HR Case Management has evolved.  Customers we’ve deployed say they can’t even imagine their days without their extremely handy tool now.   Those running complex HR shared services models, returning detailed HR analytics and always fine tuning their movements take it a step further, claiming they simply don’t see how they could run their HR service delivery practice without one.  Not to sound smug, but we at Dovetail always wondered how HR was doing as well as they were without some serious technological help in this area.  We had been delivering case management technology to customer support centers for so long, witnessing firsthand the complex maneuvers by which these efficiency rich centers, both virtual and geographically bound…

5 Reasons You Need HR Case Management Solution

December 16, 2014 There are potentially hundreds of reasons your company needs an HR Case Management (HCM) or HR Help Desk software solution. I’m going to briefly point out the five most obvious which will likely keep you up nights trying to figure out how you’re going to get this project added to your short-term list of Top HR Initiatives. If you’re currently in an HR Shared Service model, you’re probably ahead of the curve and on your way toward putting in the backbone (technology) or you already have. Otherwise…here’s the down-and-dirty rationale on why you need an HCM technology solution. You’re being sued Are you currently facing litigation? If so, you clearly understand the stress of having to gather the supporting information to defend your side of the lawsuit. If the employee was fired for cause for instance, it would be helpful,…

HR Shared Services at Sony Mobile: Technology & Metrics

September 22, 2014 Fredric Svennson,Senior HR IS Project Manager, Sony Mobile Sony Mobile implemented an HR Shared Services Center (HR SSC) to streamline its HR processes and provide faster and more consistent service to their rapidly growing employee population. To support its HR Service Delivery model, the HR team, implemented HR Help Desk solution Dovetail Software in December 2013. Fredric Svensson, Senior Global HR IS Project Manager at Sony Mobile and the technology implementation leader will be speaking at the HR Technology Conference in Amsterdam in a few weeks and will discuss how Sony Mobile uses technology and measures success within its HR SSC. Fredric agreed to sit down with me and answer a few questions to give you a glimpse inside Sony Mobile’s HR SSC and offer you a preview of what he will be covering in his session.…

Turning the Corner in HR

August 15, 2014 This week I had the privilege of sitting in as a guest on HR Happy Hour.  (If you are interested, you can listen to the replay here.)   The topic was Heartland HR, specifically trends we have seen in the last few weeks as I spoke at ILSHRM and MOSHRM.  This happened in the same week I was working with teams in six different countries for one client while simultaneously preparing a trip that will take me to two different continents this weekend to work with another client.  In between, I spoke with an HR leader who is building out their HR Shared Services function and trying to figure out how to put an HR case management system in place without causing any heartburn for the team.  It's a lot of perspectives and a lot of issues from around the globe…

Maternity Leave and HR Help Desk Solutions

August 4, 2014 I know this face hasn’t popped up on our blog in a long time, so you might not recognize me, but I work at Dovetail. I just had my first baby and have been on maternity leave for the last three and a half months. On my first day of maternity leave, one day before the baby arrived, I thought, “there’s no way I’ll really completely check out of work for 3 months.” But that’s exactly what I did. As it turns out, as wonderful as it is to be a first-time parent, it’s as equally completely overwhelming and exhausting. I was too much of a zombie the first two months to even remember I had a job (that wasn’t taking care of my daughter), much less keep up with it. Additionally, I work for an incredibly family-friendly organization, have very…