NEW REPORT

"The next evolution is the tracking and redirecting of people through self service channels"
Steve Joyce, HR practice leader, The Hackett Group

Leading organizations reveal their secrets

Based on interviews with eight leading edge practitioners of shared services strategies, Next-generation HR Shared Services features detailed case studies that illustrate the kinds of practical issues that every company encounters. Examples are drawn from the public and private sectors and include organisations operating on national and global scales:

Eastern Health Shared Services (EHSS)
Such was the success of the shared services intervention within the Eastern Health Region Health Board of the Republic of Ireland that it has become the template for a new organization to serve the whole of the nation’s health service. Learn how fostering pride and professionalism in shared services staff was critical to delivering both service excellence and cost effectiveness. The case study describes how EHSS’s shared services back-office transaction processing and administration handling was an integral part of a wider focus on simplifying and improving service delivery.

KeyBank
US-based KeyBank was a pioneer of HR shared services and the deployment of self-service and call-centre technologies. Learn how the shared services centre has evolved over the past decade, how it has become a centre of excellence for web-based HR technologies and is now pioneering new approaches to service delivery – including taking HR shared services out of the HR organization.

Statoil
Statoil has implemented a global business service (GBS) organization that pulls together shared service operations for HR, finance, IT, administrative procurement, communication and facilities management. Discover how the HR shared service centre is helping drive GBS toward its goal of being a world-class provider of business services by 2010. Learn too how the performance of HR shared services, as with the company’s other shared services functions, is steered by a standard balanced scorecard framework and a GBS-wide continuous improvement programme.

Procter & Gamble
Despite achieving stunning benefits from the shared services approach Procter & Gamble outsourced its HR shared services operation to IBM in 2004. The case study looks at the reasons behind the decision as well as its take on the respective merits of shared services and outsourcing.

Scotiabank
Scotiabank HR shared services sets out to free the time of frontline bank staff to focus on the external customer. Learn how customer-centricity was integrated into shared services, how shared services is increasingly becoming a centre of expertise and why the bank opted for partial virtualisation of the centre with some staff working remotely.

Sun Microsystems
At the turn of this decade Sun Microsystems redesigned HR according to a four-quadrant model, of which shared services is an intrinsic element. The shared services component was an in-house service centre which has become regarded as a benchmark operation for other HR organizations. In recent years while some of the other components of the HR delivery model have been tweaked, shared services has seen dramatic change, with an in-house model replaced by an outsourcing solution. Learn why outsourcing was seen as the next logical step for the organization.

Surrey County Council
Surrey County Council launched a shared services organization as part of a wider initiative to drive process standardization and simplification through an SAP implementation. The case study shows how a three- phase shared services rollout that sequentially focused on ‘survival’, ‘demonstrating competence’ and ensuring that ‘the customer is king’ was used to establish the shared services solution.

Plus... many more examples from leading companies such as Royal Bank of Scotland, New York Times, InterContinental Hotels Group and Diageo.