November 15, 2013
Last month, we sponsored IPQC’s HR Shared Services and Outsourcing Summit held in Orlando, FL. It’s one of a handful of conferences available that focuses primarily on HR service delivery and HR shared services. This year, HR leaders from Google, Novo Nordisk, Johnson & Johnson, eBay and more got together to share their stories and exchange best practices. Along with fantastic networking, attendees participated in pre-conference workshops and session tracks geared toward helping HR professionals set up or improve their shared services environments. Donna Nelson, formerly Head of HR Shared Services at Ann Taylor and now a consultant for HR Shared Services strategy and deployment, gave a presentation on leveraging case management data to become a more strategic player in your organization. Her presentation garnered a ton of interest at the Summit, and I thought Donna would certainly be…
Donna Nelson Discusses Leveraging HR Case Management for Next Generation HR Service Delivery
November 15, 2013
Last month, we sponsored IPQC’s HR Shared Services and Outsourcing Summit held in Orlando, FL. It’s one of a handful of conferences available that focuses primarily on HR service delivery and HR shared services. This year, HR leaders from Google, Novo Nordisk, Johnson & Johnson, eBay and more got together to share their stories and exchange best practices. Along with fantastic networking, attendees participated in pre-conference workshops and session tracks geared toward helping HR professionals set up or improve their shared services environments. Donna Nelson, formerly Head of HR Shared Services at Ann Taylor and now a consultant for HR Shared Services strategy and deployment, gave a presentation on leveraging case management data to become a more strategic player in your organization. Her presentation garnered a ton of interest at the Summit, and I thought Donna would certainly be…
November 14, 2013
Over the many years of working within HR Shared Services and HR Service Delivery I have been involved in various programmes and projects. Often I was working from the customer side as a sponsor or leading the project from concept through to handover and support (full end to end). Working on projects in HR Shared Services such as these involves countless hours of research, due diligence and conversing with fellow peers. Achieved typically by reading analyst reports, research articles, speaking with and hearing thought leader perspectives, reading reviews and posts from great HCM columnists, along with online forums and many more. I thought it might be useful to the reader if I posted some of those sites, and people that I follow and read, along with the conferences I visit. This is a multi part blog post, so…
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…
October 31, 2013
As a Sales Director for Dovetail Software, I work daily with many different companies looking for HR Help Desk Software. Often these are organization conducting an RFP for their HR Shared Service organization. They are generally comparing vendors in order to find the solution that best meets the needs of their organizations. What I keep seeing are situations where our competitors grossly exaggerate their number of clients and most often the functionality of their product/software. So I wonder, is the term “Business Ethics” an oxymoron? Is it now the norm to lie and thus the sole responsibility of the company to properly vet out the vendors that are being dishonest? Being honest and forthright is something we believe in as an organization and my personal brand is important to me so I steer away from that practice. However, I’m…
October 21, 2013
Over the past year or so working with customers as they go through initial implementations of Dovetail’s Employee Engagement Suite (EES) I’ve started to notice a pattern. But before I tell you what it is, let me rewind a little -- Setup for EES is done mostly by “configuration” rather than “customization”. And really, that’s an understatement. The real goal is to do it all by configuration and allow ZERO customization. As we see it, configurations are changes that can be done within the application, by our customers and Dovetailers. But customization is a “code level” change (something done by a developer) that is usually not possible without considerable training and expertise. From a vendor point of view it is MUCH easier for us to support our customers doing configurations than doing customizations. From a customer point of view high…