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Tag: HR Service Delivery

New Webinar: HR Service Delivery Practices Survey Results

March 19, 2014 The HR Shared Services Institute is running its 2014 HR Service Delivery Practices survey, which is the most comprehensive ongoing study of HR delivery operations practices available anywhere. Dovetail is sponsoring the survey again this year to help provide HR leaders with real-world statistics on how their peers measure productivity, benchmark performance and analyze the FTEs and Costs associated with HR service delivery. We will also be offering a webinar sharing the survey’s findings related specifically to the use of HR Help Desk software and other HR technology.   On Thursday, April 3rd from 12:30 - 1:30pm CDT, Dwane Lay will host the survey's author and president of the HR Shared Services Institute Jim Scully. They will discuss the tools and tactics your peers are using to benchmark performance, foster continuous improvement and track productivity gains in their HR Shared…

HR Shared Services Center Super Bowl!

January 30, 2014 I imagine a world where HR shared service centers get together to wage friendly battle on a field of green and the profession is cheered by a stadium full of happy employees.  Where the HR help desk teams gather at midfield for the ceremonial merit increase coin flip, led by a CEO who has dragged a table along with him (you know, so everyone can have a seat).  And as teams line up in their classic Tier 1 formation, the fans look on, munching on their wellness program approved kale chips and sipping pure spring water from their HRSSC Super Bowl souvenir cups. I see the teams engaging in a brutal contest of rapid firing questions about FMLA and 401k programs, while the defense furiously responds with automated emails, documented case studies and all the power employment law can muster. …

The Heart of HR

January 22, 2014 Human resources has been referred to by some as the heart of a business.  This shouldn't be a surprise to anyone who has ever been a practitioner.  The role was once described to me, quite accurately I think, as part parent, part pastor.  Within HR, though, is often another layer of complexity, an internal ecosystem that centers on the HR shared services team.  They are very often the difference between employees cursing HR  and not even knowing it exists.  Which, when you get right down to it, is kind of what you want.  When employees talk to the HR help desk team, that means they aren't working.  And the longer they aren't working, the more your HR costs.  The best case, then, is that employees don't ever talk to HR, and when they do it is brief and not memorable (except…

Centralize Your Decentralized HR Model with HR Case Management

HR Case Management
January 14, 2014 Centralize With HR Case Management As we continue to truck along here at Dovetail by visiting with more and more new clients, patterns have definitely emerged.  Among these patterns is the consistency with which we see various moderations of HR centralization/decentralization.  In this post, we'll concentrate on three common variations of decentralization and how a case management tool can actually accomplish a high degree of centralization, even if the organizational structure doesn’t best lend itself to doing so. Typically, the three most often seen variations of decentralization go like this: 1.)    Lightly Decentralized: HR leaders and practitioners are predominately centrally-located at company headquarters with occasional field HR reps and/or work from home HR reps.  This is common in the retail industry. 2.)    Moderately Decentralized: HR leaders and practitioners are predominately centrally-located at company headquarters, but there are also many HR…

Getting Started with Knowledge Management

January 9, 2014 I'm often asked in implementations the best way to start moving tribal knowledge and expertise into a living repository. What are the steps that need to be taken, and how long should the project last? This is a tough question for anyone working in an HR Shared Services team, where that information is important.  HR Help Desk Knowledge Management is generally handled on an ongoing basis, not as an individual project, though you have to start somewhere. If you are building your HR Service Delivery strategy around collaboration and knowledge sharing, this will be an important element. With that in mind, here would be my suggested approach from a process perspective. I'm excluding thoughts on timing, since that may vary based on your situation. You are better off moving at the pace that is right for your team.   Take…

SLA Rule Perspectives & HR Service Delivery – Part Two

January 7, 2014 My fellow colleague Dwane Lay recently wrote a blog entry regarding Service Level Agreements (SLA’s) and how we both have slight different views on SLA’s in relation to Case Management. What does SLA actually mean? Firstly if we step back and ask ourselves “what do we actually mean by the term SLA?” I often hear people speak of an SLA as simply an amount of time a Service Provider has to respond or provide a resolution for a Customer issue; although these are components of an SLA, this is not a true definition of one.  An SLA is much more than this! An SLA is an agreement between two parties, that describes the service provided, documents the Service Level Targets (what the service will be measured against, think KPI’s), and specifies the responsibilities of the Service Provider (HR in our…

Vendor Evaluation – Know your vendors!

December 10, 2013 A key part of any vendor evaluation during an RFP process is to really get to know your potential vendors.  Certain due diligence should be performed against the short listed vendors to ascertain the fit between the vendor and your organisation.  Factors such as: Financial, Technical, Functional, and Cultural fit are all important aspects to consider when performing a vendor evaluation against their products and services. All four of those areas are just as important on day one of becoming a customer, as they are throughout the lifetime of the product and service. Just looking at the technical aspect, areas that you should at least cover in due diligence include: Ease and speed of Implementation How to configure to meet your needs, today and into the future How often is the application upgraded, and how easy is the application to…

HR Case Management and the Healthcare Vertical. A Perfect Match?

December 4, 2013 In my role with Dovetail Software I get the opportunity to meet with many different HR organizations and companies from across the country, all with unique HR Service Delivery needs. I must say that it is always interesting to see how differently folks handle the tracking and workflow process of Employee / HR interactions. It seems that almost all companies are at different stages of what I call “HR Case Management Consciousness”. They span from completely understanding the value and importance, and perhaps are even running a fully functioning HR Shared Service Center where all interactions are captured, handled and reportable, to companies that are still using manual processes or nothing at all. In any case, all of these conversations are thought provoking and highly enlightening.   One vertical that really seems to see the value of HR Case Management…

2 Noteworthy Themes from HR Service Delivery Conferences in 2013

November 26, 2013 Time to take a quick look back and reflect on the conferences we attended and/or sponsored in 2013. This year Dovetail found its way to 17 events that were a mix of HR technology, HR Shared Service, HR Service Delivery, Workday Rising, and many nationwide SHRM chapters. In all, we had quite a busy year! Without question, a couple particular and noteworthy themes formed.   The first of which: The very near death of the continued need to evangelize HR Case Management. I think we can finally declare that HR Case Management, especially with regards to HR Shared Service centers has officially outgrown the evangelistic phase. It’s far more prevalent these days that booth visitors have been introduced to the risk mitigating importance of properly tracking employee interactions. They also seem to be aware of the obvious efficiency gains to…

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…