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Tag: hr case management

The Art of Employee Self Service

January 28, 2013 I've been lucky enough to work with organizations that have employee self-service to varying degrees.  Some push every piece of work back to the crowd, some only make it look like the employee can do anything on their own.  Not all self-service systems are created equal, and if they were the implementation plan and functional design would make sure there are winners and losers in each instance.  Because this tool is so easy to put into place and, if done right, so valuable to the organization, we thought it a worthwhile endeavor to share some thoughts on the fine art of building a great self service tool.   There are ways of ensuring employee self service is well define and well executed, and they start, as most projects do, with an understanding of who the customers really are.   So, for whom is employee…

Being Awesome at HR Service Delivery

January 23, 2013 Last week, my colleague Dwane Lay, who is pretty awesome, shared Scott Stratten’s The Book of Business Awesome and The Book of Business UnAwesome – a two-in-one entertaining and informative read – with me. The Awesome side of the book covered two concepts:  1) It discussed and offered several examples of how one employee (most of the time a front-line, customer-facing worker) became or changed the brand perception of an entire organization. 2) It highlighted ways that organizations used social technology to be awesome. In a nutshell, they used it how it’s designed to be used – to have a conversation, which involves listening and responding to people. Pretty simple right?   Enter the UnAwesome side of the book: a highly entertaining collection of cautionary tales – many of them from enterprise organizations – of companies or employees that screwed up big time…

Jim Scully’s 3 Step Approach to Measuring the Value of an HR Shared Services Center

December 13, 2012 Despite the growing popularity of the HR Shared Services Center (HR SSC), how to accurately measure its performance remains a hot discussion topic. While there may not be a universal set of metrics or benchmarks to measure the success, it is possible to measure the performance and calculate the ROI of your HR SSC. As current president and founder of the Shared Services Institute, Jim Scully frequently speaks and writes about this topic, as well as helps his clients put processes in place for measuring the success of their HR SSCs. His expertise comes from a diverse history of leadership in the world of HR, launching one of the world’s first HR shared services operations and serving as a senior HR processes consultant to many global organizations.   I recently had the opportunity to sit down with Jim and chat with him about…

Need Help convincing the CFO/ CHRO/ CIO for HR Technology Investment?

November 30, 2012 Are you working on a new or improved HR Shared Service Center? Need that Investment for HR Technology? Want to know what funding resources and ideas are available? Read on...   The latest CedarCrestone Survey (in its 15th edition) is riddled with great information on HR Service Delivery. When I was a practitioner I often used excerpts from this survey to help support HR technology investments for HR Shared Services. One of the key findings in the latest survey around HR Service Delivery within an HRSSC reads - "Service delivery automation delivers at least 15% in administrative savings when pervasive employee and manager self service and a move to shared services with an HR help desk application is adopted."   That last comment hits the nail on the head! Deploying an HR Case Management/ HR Helpdesk tool should be high on your Christmas Wish List this year! Wanting…

HR Brit is Coming To America: Part 1

November 29, 2012   I’ve recently joined Dovetail Software as Chief Strategy Officer; my role is to build the company’s vision, focus on product strategy and to identify key strategic alliances that will benefit the firm, our partners and ultimately our customers.  Where did I come from I hear you ask…   Firstly I’m a Brit from across the pond, so I started my career in an English town in Surrey called Woking, sitting on a Customer Support desk working for a company that sold Helpdesk products, which is where I learnt the importance of excellent Customer Service and Support!   Customer Relationship Management (CRM) seemed like an ideal career for me, I have a thirst for knowledge and thrive on sharing what I know with others.  CRM took off in a big way, especially in Europe, where I spent 11 years working on large CRM…

BREAK FREE of Legacy HR Data Paralysis

November 26, 2012 Recently we’ve been working with a handful of clients that have chosen to, or are at least exploring the option of, migrating legacy HR/employee data from systems they aim for us to replace or significantly enhance. In certain circumstances, these systems are older and quite antiquated.   As we dive deeper into conversations with clients, begin the mapping of data from one system to the next, or simply explore the past reasoning for not taking action, a prevailing theme appears. We think of it as legacy data paralysis: continuing down a knowingly flawed path instead of biting the bullet and taking action to remedy the situation. As HR continues to move toward a cost driven, efficiency focused model, such as leveraging the advantages of a HR Shared Service Center, the ability to produce the proper analytics to measure and fine…

CedarCrestone Survey Reveals the Cost Saving Benefits of Implementing an HR Help Desk Solution for HR Organizations

November 7, 2012 The CedarCrestone 2012 - 2013 HR Systems Survey Whitepaper 15th Annual Edition is out! The survey provides a worldwide benchmark of Human Resources (HR) technologies adoption and the value achieved from their use.   The CedarCrestone 2012 - 2013 Survey Whitepaper covers adoption and trends for applications, deployment options, vendor outlook, expenditures, and value achieved for the following categories of applications. Throughout the report, CedarCrestone suggests implications and recommendations for both practitioners and vendors in the following categories:   • Administrative • Service delivery • Workforce management • Talent management • Social- and mobile-enabled applications • Business intelligence/analytics • Three emerging technologies: work management, big data, and social-enabled knowledge management   The whitepaper in its entirety is worth a read for any practitioner, vendor or consultant dealing with HR technology, but as a HR service delivery solution provider, I’d like to highlight a few…

November Webinar: Measuring the Performance of your HR Shared Services Center

October 18, 2012 Is your shared services model performing as efficiently as it should? How do you know if your shared services program is delivering as much value as it could? What are the right metrics to track?   If you have questions similar to these, tune in to our November 1st webinar: Measuring the Performance of your HR Shared Services Center with HR shared services expert and president of the HR Shared Services Institute Jim Scully and Dovetail's head of HR Process Design Dwane Lay.    HR shared services has become more prevalent over the last 15 years. Despite its growing popularity, how to correctly measure and benchmark an HR shared services center’s performance and its value to the organization remains a hot topic, which demonstrates that there probably isn’t a simple or universal answer.   In this month’s webinar, Scully and Lay will explain the shortcomings…

Dovetail Announces lucky iPad Winner is ASHHRA Conference attendee Tina Boeckenstedt

October 11, 2012 Dovetail Software is excited to announce that Tina Boeckenstedt with Children’s Hospital of Colorado is the winner of our ASHHRA booth raffle item- the Apple iPad 3. Dovetail Software recently exhibited at the 2012 ASHHRA conference. At the three-day conference, held in beautiful Denver, Colorado, attendees had the opportunity to learn about the hottest trends in healthcare HR, network with fellow HR professionals and earn up to 18.5 recertification credit hours.   Dovetail attended to showcase Dovetail Support Suite for HR, our web-based support software including a comprehensive, customizable HR Help Desk, integrated Knowledge Management, Self Service and Analytics. Tina stopped by our booth to learn about our HR Case Management and was randomly picked out of hundreds of booth visitors as the winner  of a brand new Apple iPad!   Congrats Tina! You can now surf the web, read eBooks and play Angry…

Dovetail is Bringing Austin to Chicago at HR Tech with "Gritas & Games"

October 1, 2012 Austin’s eclectic culture, live music scene, ever-growing population of hipsters and community of techies creates a unique environment that has earned the city’s slogan: Keep Austin Weird. We are proud of our city's weirdness and love to share it, which is why at this year’s HR Technology Conference, Dovetail is bringing a little bit of Austin to Chicago on October 8th – 9th.  We’re celebrating the launch our new product release Dovetail Support Suite Version 4 with “Gritas & Games”.We’ll be hosting the 2012 Xbox Kinect 360 Video Olympic Games all day long and serving margaritas starting at noon because that’s how we roll in Austin. Sip a margarita, play some video games, enter to win the Xbox 360 gaming console, and if you’d like to learn more about HR Case Management and Dovetail, well we can talk about that…