This month, McKinsey Quarterly featured an article on new opportunities for HR to maximize its value and productivity. We particularly loved the last third of the article, which outlines operational priorities that can help move HR away from time-consuming operations. When HR has more time and resources on hand, they can refocus efforts on managing the strategic issues that keep HR leaders up at night. We’ll take a look at these key priorities and why they matter so much in the service world era.
1. Continuous Process Improvement: making HR operations more efficient
The first step to process improvement is to conduct an audit of existing processes and identify opportunities for streamlining - including automation, which can drastically shorten time to complete processes. The next step is to implement continuous improvement, by using analytics to make informed decisions about opportunities for optimization. The value of optimizing processes is expansive. Not only does it give time back to HR, it also drives a higher quality of service for employees, which in turn supports positive employee experience and, ultimately, employee engagement. That means that not only will HR be more productive, but it’s likely that employees will be too.
Today’s technology has the power to redesign HR operations to be as sleek and efficient as possible. Automated workflows and processes eliminate a lot of manual and time-consuming work for HR, particularly when the automation technology has the ability to work across multiple systems. Additionally, automation helps ensure compliance with processes, ensuring that every step is accounted for - even if different employee types or geographies require different steps. This enables HR to provide a superior experience, resolving employee requests faster and more consistently.
3. User Experience: ensuring employee AND HR satisfaction
As we recently explored in our post about the impact of HR services on employee engagement, providing your employees with positive HR service interactions is crucial. Any negative experiences at work can profoundly affect job satisfaction, which in turn affects productivity, the quality of service your employees provide to your customers, and potentially your employer brand. We know that the physical workplace, company culture, and technology all impact the employee experience. But because HR is the one function that engages with every employee, it’s a particularly effective area to focus on, or even start with, when you begin to create a great employee experience. Modern HR technology enables HR to provide service-world interactions that meet the consumer-level technology expectations of your employees. With an easy and intuitive user experience (UX), HR and employees alike have exactly what they need to get the job done. Excellent HR service means that employees won’t get bogged down with long turnaround times, prolonged processes, or outdated technology. They can get back to work faster while feeling truly supported by their place of work.
After several months of project implementation your new HR Service Delivery platform is finally live! The HR team and all employees are excited to use this new tool. Initial documents are signed and uploaded, requests are sent, and new knowledge base articles are published and read. The implementation phase is over, thank you everyone, it was a pleasure to work with you. Now let’s celebrate and enjoy the success of our new tool! Hmm, not so fast.
We’re halfway through the first “real” work week of the new year and as you think through your plans for 2019, it helps to look at the big picture. There are a lot of HR trends that experts predict will shape the year ahead, but we’re taking a more narrow approach. Here are four predictions we have for this year and how they will affect HR Services in particular.
The best of 2018: HR Service Delivery stories, advice and ideas
As 2018 comes to an end, we want to thank you for being a PeopleDoc blog reader! We know it's not always possible to stay on top of every new post, so we're making it easy for you to revisit the very best HR Service Delivery articles from the past year. Below is our list of the 8 most-read posts from 2018:
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.