HR Shared Services as a Means to Reduce Costs and Improve Integration Among Business Units
ScottMadden frequently helps clients with their business transformation and shared services projects. Contact us to learn how we can help support your people strategy solutions.
At a Glance
End-to-End Assistance
Provided end-to-end assistance with service center implementation, including:
- Documenting and reengineering processes
- Selecting and implementing service center technologies
- Designing and staffing the new organization
- Developing and delivering training
- Conducting business simulations prior to go-live
HR Service Center
Provided a convenient, one-stop shop for employees through the human resources service center
Roles and Responsibilities
Removed administrative tasks from field HR and retrained HR generalists as business consultants
Challenge
ScottMadden worked with a global defense company to implement an HR service center (HRSC) for all nine business units. The project involved documenting and reengineering processes to support the service center, selecting and implementing service center technologies, designing the new organization and selecting the staff, developing and delivering training for the service center, and conducting business simulation prior to go-live.
Process
- Further refined previously harmonized processes to be used by the HRSC
- Designed supporting technology suite and selected technologies
- Designed organization, selected staff, and managed transition
- Installed, configured, and tested software including an IVR, CTI, CRM, knowledgebase, and document management system
- Developed and delivered HRSC training
- Conducted business simulation training before go-live
- Launched pilot for one business sector prior to full launch of service center
Result
- Improved customer satisfaction
- Provided a convenient, one-stop shop for employees through the HRSC
- Removed administrative tasks from field HR and retrained HR generalists as business consultants
- Clarified HR roles and responsibilities
- Coordinated consistent, accurate answers to HR questions
Related Insights
Downsizing: Fairly, Legally, Ethically, and Respectfully
Case Study
Facing increasing cost pressure, regulatory pressure, and long-standing operational performance challenges, a large multi-unit nuclear operator turned to ScottMadden for guidance and assistance to transform its nuclear…
Transformation of Service Delivery on a Dime
Case Study
A medical product and service company was focused on growth on a global scale and wanted to standardize service, improve administration of global processes, centralize administrative tasks,…
Driving Success with HR Competency Assessments
Case Study
A not-for-profit, academic healthcare system embarked on a journey to transform their HR department. As part of the transformation, HR leadership wanted to promote individual development, while…
Let’s Work Together
We don’t solve problems with canned methodologies. We help you solve the right problem in the right way. Our experience ensures that the solution works for you.