3 Ways to Ensure Your HR Shared Service Center Fails
by Nicole Lindenbaum November 09 2017
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We’ve explored the significant benefits of an HR Shared Service Center -- but reorganizing into a Shared Services model takes real planning to be successful. If you don’t account for a few fundamental priorities, your HR Shared Service Center is sure to fail. Here are the 3 ways that your HRSSC can be avoidably unsuccessful.
1. Don’t give HR the technology they need
Technology is a foundational component to any HRSSC. Without the right technology, HR is simply unable to work efficiently and improve services. Technology is what makes the most important functions of your HRSSC possible. For Tier 1 support to work, you need a case management system to handle employee requests. If you’re going to serve employees in different regions, you need centralized, digital employee files. Modern HR technology allows HR to manage incoming requests, review case histories and related employee files, provide consistent responses, and escalate a case when necessary. Technology drives effective services for employees while also giving time and resources back to HR reps; without good technology, your HRSSC won’t be able to operate effectively.
2. Don’t track metrics
Establishing metrics to drive continuous improvement ensures you have the insight you need to get your HRSSC is running as effectively as possible. By monitoring KPIs, like Service Level Agreements, you can understand how your HR teams are performing and where you have inefficiencies and bottlenecks. Without this kind of information, your leadership can only make blind decisions about your HRSSC. Measuring results and data enables your leadership to make informed decisions that drive your HRSSC to continually run better and better - giving your HR teams the resources they need to be successful, providing employees with a better experience, and giving you the business results you want.
3. Don’t streamline HR processes
Examining your HR processes can help you find places to eliminate unnecessary steps and ways to be more efficient. The move to shared services is an opportunity to take an audit of your current processes. If processes aren’t streamlined, time and resources will be spent on manual, repetitive tasks, and you won’t be able to realize all the benefits of moving to a shared services model. HR will take more time to resolve requests and services, and information may be inconsistent across your organization. Streamlining HR processes can save you time and money, and help make your HRSSC even more efficient.
Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc by Ultimate Software. Nicole leads the global messaging strategy for PeopleDoc by translating technology into business benefits HR can actually understand. With significant experience in HR technology, Nicole writes and speaks about HR service delivery, employee experience, digital transformation, and the future of work. Nicole holds a BFA from Syracuse University and an MBA from Washington University in St. Louis. She lives in Brooklyn, NY.