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Tag: HR Service Delivery

5 Questions for Shared Services Institute President Jim Scully on HR Service Delivery

April 9, 2013 Jim Scully, founder and president of the Shared Services Institute (HRSSI) and 20-year shared services veteran, contributed to our latest eBook 5 Essentials for Making HR Service Delivery Look & Feel Effortless and discussed the definition of HR shared services and the components necessary for a true shared services delivery model. In it, he notes that it's difficult to distinguish between shared services and simple centralization when in reality, they are very different concepts.   I recently had the opportunity to catch up with Jim and chat about shared services, technology and his definition of a successful HR service delivery model. Take a look:   Emily Lewis: You have almost 20 years of experience in shared services. How has shared services changed and evolved in the last 20 years?    Jim Scully: Shared services is like one of those massive road races,…

Dovetail and cfactor Deliver New eBook: 5 Essentials for Making HR Service Delivery Look and Feel Effortless

April 3, 2013 We are thrilled to announce the availability of Dancing with HR Stars: 5 Essentials for Making HR Service Delivery Look and Feel Effortless, a comprehensive eBook featuring sections from five expert “judges” giving you performance tips on how to waltz your way to outstanding HR service delivery.   ABC is in its 16th season of Dancing with The Stars, a reality ballroom dancing competition pairing professional dancers with celebrities. Being a fan, I watch as pairs practice, collaborate and choreograph their dance routines and then - the good ones at least - deliver a captivating performance that looks completely effortless. I started thinking about how similar it is to building a high-performing HR service delivery model.   Delivering quality, seemingly effortless HR service delivery requires a carefully choreographed process, collaboration and practice. Fortunately, unlike dancing, you can leverage technology to support…

Providing Consistent HR Service Delivery – Can you Achieve Perfection?

March 26, 2013 Perfection. A laudable goal to strive for, but one rarely achieved. As I was reading a blog post by SystematicHR (Wes Wu) last week concerning HR Service Delivery, Global or Regional: HR Service Delivery Should Always Be Perfect , my first thought was, “How could Wes think that HR Service Delivery could ever be perfect?”, but as I read further I realized that Wes was just using the goal of perfection to speak towards continual improvement in your HR Service Delivery with the real goal of providing consistent HR service delivery for all employees.   Wes and I agree on the goal; we even agree that you need to capture important information to increase the chances of providing better service delivery. The problem with Wes’ suggestion is it assumes that your HR Service Center can first identify the information you want to…

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…

The HRSSI 2013 HR Delivery Practices Survey is Now Open! Complimentary Report Available

January 10, 2013 As you may recall, a few months ago we did a webinar with the Shared Services Institute's (HRSSI) founder and president Jim Scully on Measuring the Performance of your HR Shared Services Centers. In the webinar, Scully shared a step-by-step method for determining which metrics you should be tracking in your organization, how to track them and what they mean.   Dovetail is now teaming up with HRSSI and other vendors to take it a step further and provide you with real-world statistics on how your peers are handling and measuring the success of HR delivery practices in their organizations.   We are proud to sponsor the fourth annual Shared Services Institute's 2013 HR Delivery Practices Survey, which is now open for participation!   As a participant, you will receive a copy of the survey findings at no charge. The report will cover performance metrics to…

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…

HR Help Desk – When Worlds Collide!

November 28, 2012 I spent a good part of my early career working in telecommunications, specifically for Internet providers.  I started off in customer service, but soon found myself running Technical Support.  With a handful of really good technicians, we ran a help desk that answered just about every question you can imagine.  Calls about the Internet being down for no good reason (the power was out in the customer's home, which will slow you down a bit) to explaining the physics behind twisted copper wiring and signal attenuation ("You mean people in the ghetto can have DSL but my two million dollar home can't?!?") came up on a regular basis.  If you've ever wondered what kinds of call come in, there are plenty of stories you can read.   Our job, at its most basic, was to be available and to have the answers.   Years later…

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…