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…
Building a HR Shared Service Function with HR Case Management
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…