Driving Employee Engagement by Measuring HR Service Delivery Kevin Mendonsa Executive Director - HR Technology, Finance Technology & Employee Services

Agenda Why Employee Engagement matters Why tracking service issues is critical Selecting the right platform for HR and employees Agile implementation for Rapid ROI Driving Decisions using Data & Analytics

Basic facts on employee engagement What is engagement? The extent to which employees commit – both rationally and emotionally – to something or someone in their organization, how hard they work, and will determine how long they stay as a result of that commitment. Why care? Firms that focus on engagement have achieved significant improvement in… Employee motivation and commitment Growth and productivity Overall business success Greater employee satisfaction Higher profitability 22% Higher productivity 21% Less absenteeism and turnover (on average) 37%

Why tracking service issues is critical? You cannot MANAGE what you cannot MEASURE. Employee issues are typically “EMOTIONAL” i.e. Payroll, Benefits, Compensation, Employee Relations etc…..understanding them is critical Knowing the “WHAT”, “WHERE” and “WHY” of employee issues are critical in understanding the challenges, concerns and needs of our employees Allows HR and business leaders to use “DATA AND ANALYTICS” to drive improvements specific to locations and/or company wide Delivering services in COMPLIANCE WITH SLAs also sets a standard for how they service their “customers” – internal & external MEASURE the success/failure of global transformation efforts

What is the right platform for HR? Built with a FOCUS ON USER EXPERIENCE for HR, employees & business INTUITIVE eliminating extensive training and change management Operates the way HR does and puts HR in charge…BUILT BY HR FOR HR Is Software as a Service (SaaS) with SINGLE CODE BASE for all customers Enables robust and comprehensive DASHBOARDS AND REPORTING “TRUE” PARTNERSHIP with your vendor so there is alignment on the criteria for success and mutually driving to that goal Easy to IMPLEMENT, CONFIGURE and INTEGRATE within HR CAPTURES KEY DATA along the life cycle of a transaction Actively MANAGES SERVICE LEVEL AGREEMENTS (SLAs)

agile implementation for rapid roi PRE-PREPARATION is critical to shorten the implementation timeline Hierarchy of Issues Service Level Agreements Routing matrices Security Roles based on responsibility Use an AGILE ITERATIVE methodology vs. the traditional waterfall approach Keep it SIMPLE and leverage “Out of the Box” configurations as much as possible reducing complexity, cost and time Get it 85% right and leverage CONTINUOUS IMPROVEMENT for the remainder 15%....change is a constant Run a PILOT with global HR to test drive before deploying to the enterprise which accelerates adoption and makes change management easier Configure PROTOTYPE 2 Configure GO LIVE! PROTOTYPE 3 FEEDBACK PROTOTYPE 1 TEST Configure

driving decisions by data & analytics ISSUE VOLUMES Location, Region Issue Type, Channel Resources ISSUE RESOLUTION First call/First day resolution stats Durations, Cycle time, Aged cases SLA Management TRANSACTION ACCURACY Rework / Reopening Customer satisfaction surveys Customer feedback for identifying continuous improvement targets ESCALATION TRACKING Between tiers Increase the successful execution of transactions in the lowest possible tier

SAMPLE volume measures

SAMPLE PERFORMANCE MEASURES