News & Research: Client Successes

Case Study: HR Services Redesign

ScottMadden worked with a global automotive company to perform an HR current-state assessment, design the future-state HR organization, create a business case for the implementation of an employee service center, and implement the new employee service center.

• The HR function was highly decentralized, leading to duplication of services and non-standardized policies, procedures, and processes
• The company was approaching bankruptcy and needed to significantly reduce HR costs
• There was a high dependency on paper processes

• Conducted a detailed assessment of current-state services and technologies to gauge labor and non-labor costs, total headcount, service quality, and similar dimensions
• Designed a service delivery model for HR services that incorporated a service center
• Created the business case for a future shared services HR organization
• Selected technologies for the new service center, including case management, knowledge base, and document management systems
• Standardized policies, developed knowledge-base content, and created a new standardized employee manual
• Redesigned HR processes and trained new service center staff on the process changes and new technologies
• Supported go-live efforts

• Established a new delivery framework, including a service center that is expected to achieve a savings of $1.65 million annually
• Documented baseline costs and quality metrics to track the impact of the future-state model and its implementation