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

2. 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

3. 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%

4. 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

5. 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)

6. 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

7. 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

8. SAMPLE volume measures

9. SAMPLE PERFORMANCE MEASURES