There are 3 main HR service delivery challenges: Drive down cost Improve delivery quality Standardization and best practices How can you measure the service center contribution to those goals?

2. Hr Outsourcing bij NorthgateArinso
NorthgateArinso Nederland
HR Business Consulting, HR Consulting en HR
Outsourcing
• 25 Outsourcing klanten,
3 Comprehensive, 22 Managed Services
• 70 medewerkers in Nederland,
30 in Granada, 3 in Manila
Wereldwijd
• 1000 Multinationals, 2700 LME, 7000 SME
• 5000 mw verdeeld over 40 landen
• 7 HR Regional Delivery Centers

3. HR Service delivery challenges

4. NgA Service delivery model

5. Verder verbeteren door outsourcen?
Focus op voortdurende verbetering van de service
delivery aan onze outsourcing klanten
Directe opvolging leidt tot betere efficiency
Efficiency verhoogt de waarde voor de klant

6. Meer waarde in HR?
2 Fundamentele vragen:
• Hoe kan de bijdrage van het HR service center
inzichtelijk gemaakt worden
• Wat zijn de activiteiten die het HR service center
moet uitvoeren om aantoonbaar de
bedrijfsresultaten te beïnvloeden

7. Bedrijfsmatig inzicht via Analytics
Snelle detectie
Van trends
Pro-actieve
aanpak
Betere inzet van
personeelProces
optimalisatie
Financiele
verbetering
Leren &
verbeteren
HRO Analytics
Service
verbetering

8. Onze visie op HR metrics
8
Voorbeeld: algemene trends &
tendensen
Voorbeeld: sales performance per
persoon op basis van dienstjaren
Voorbeeld: headcount, verloop
Service center performance met HRIS
performance
Voorbeeld: gemiddelde wachttijd
voor telefonische hulp; SLA reporting,
tijdige indiensttredingen, correcte
loonbetalingen, etc.
Strategisch
reporting
Operationeel
reporting
HR BPO
metrics
Tactisch
reporting

9. HR BPO Metrics tool: HR Workspace
• Bewaking en monitoring Service
Requests (tickets)
• Routering in HR Service Center
(workflow en escalatie)
• Integratie met pensioensysteem
en Document Management
Systeem (DMS)
• Transparant zicht op status cases
• Rapportage gerealiseerde
Service Levels

10. 10
HR Workspace (HRW) is een HR service center case management tool.
Het is de user interface voor iedere service center medewerker, subject
matter expert, team leads en operations manager.
Current application features
• Case management tool
• Integratie met verschillende
media: email, fax, telephony
• Integratie met HR back-ends:
SAP, PeopleSoft, legacy, etc.
• Tickets schedulen, escaleren,
toewijzen, veranderen naar
andere status
• CTI integratie
• Profiel per agent en per bedrijf
• SLA compliance monitoring per
ticket
HR Workspace Case Management

11. HR Workspace reporting

12. Operations rapportages

13. HR Workspace Reporting

14. SLA voorbeelden
7851
Service Groups (in HRW)
AMO
Benefits Administration
Compensation
Expatriation/Relocation
HR Administration
Interface Management
Learning & Development
Open Enrollment (US only)
Organizational Management
Payroll
Post-Payroll & Taxes
Reporting
Self-Service
Service Center
Time Maintenance
Vendor Management
Average resolution time
Average resolution time per ticket type in hours
11,28
Managed Payroll Services
Comprehensive Payroll Services
Tickets created
Number of tickets created over period
ReporedoverallServiceGroups
43
Backlog report
Number of outstanding tickets at the end of the
reported period
32
Serviced Employees
Number of Employees entitled to service
reported per Payroll Service Delivery Option
Payroll Application Services
Payroll Processing Services
Category of Statistics Parameters for calculation Scope of Reporting
110%
Number of payroll
calculations
7851
Number of inaccurate
payroll calculations
0
Excused Performance 0
Number of
payments
9872
Number of missed/late
payments
0
Excused Performance 0
4
Number Employees for
which legal and statutory
reporting is to be made
7851
Number of Employees for
which legal and statutory
reporting was refused
0
Excused performance 0
1.6.2 PC 1: Operation Services Payroll
KPI Nr.
Allo-
cation % Key
Performance
Indicator
KPI Definition
Parameters for
calculation of the
associated Service Level
Target Performance
Service Level
Minimum
Performance
Service Level
Measurements
Percentage
Measures
Actual
measurements
during
Measurement
Window
PC 1.1 40%
Gross and net
payroll
accuracy
Accuracy of gross and
gross to net payroll
calculations
(1)
Number of accurate payroll
calculations as a percentage of the
total number of payroll calculations
for the period (excluding errors
whereby the root cause is a data
entry error)
99,0% 98,0% 100,0%
PC 1.2 30%
Payroll
timeliness of
bank transfer
Timely payments
(date of bank transfer)
Number of timely payments per
bank transfer as a percentage of
total number of payments (excluding
delays attributable to the bank)
99,0% 98,0% 100,0%
PC 1.3 10%
Legal and
statutory
reporting
accuracy
Accurate and timely
legal and statutory
reporting
Number of Employees for which
accurate legal reporting (e.g. Social
Security reporting) was performed
as a percentage of total number of
Employees for which legal reporting
was performed
99,0% 98,0% 100,0%

15. Vragen?
• Wat meet u en hoe doet u dat?

16. Stellingen
• Als je service levels 100% zijn is je
klant tevreden
• Als je je HR dienstverlening meet,
kun je oordelen over kwaliteit en
efficiency