Limited Technology with High Customer Satisfaction

*View Printable PDF of this feature Interview with Cheryl F. Zima, Vice President Human Resources, Ministry Health CareSSON: Cheryl, please explain your shared services role at Ministry Health Care to us. CZ: I am responsible for the development and implementation of a human resources shared services organization servicing 8000+ employees at the Ministry of Health Care. As such, we are accountable for employment, compensation, benefits, employee relations, organizational issues, leave management, workers compensation, employee health, payroll, HR compliance, HR systems, and policies.SSON: Where do you see opportunities for your role, looking forward? In particular: what ideas do you have for transforming HR shared services with minimum cost? CZ: There are a couple of areas where I see some real opportunities ahead. First, in the integration of education and leadership development into HR. Second, in continuing the integration of administrative work into the HR Service Center, including the centralization of all employee files. And third, by contracting employee health clinical services into our patient clinics.SSON: What has most impressed you about HR shared services? What’s been your greatest success over the past year? CZ: I’ve worked in this environment in various organizations, going as far back as the early 1990s, when we opened an HR Call Center to manage benefits and general HR work; so I have seen a lot of change and witnessed many successes. In my current organization, our biggest success in the last year was the opening of the HR Service Center—with limited technology but extremely high customer satisfaction ratios.SSON: What are your predictions on "global sourcing" for 2011? CZ: We do not have a global workforce. Our core values focus on the development and welfare of the communities that we live in. Therefore, we see a continued focus on keeping services local.SSON: What is your favorite quote? CZ: I have two: 'We pray for the dreamers of this life, O God, for those persons who imagine new possibilities, who long for what others cannot perceive, who spin dreams of wonder and majesty in their minds' by Vienna Cobb Anderson. And, 'be faithful in small things because it is in them that your strength lies'- Mother Teresa SSON: Who would you most like to have dinner with (living or dead)? CZ: Mother TeresaSSON: Where do you live and what keeps you there? CZ: I live in the metro Milwaukee, Wisconsin, area. The lifestyle and family keep us here. There are beautiful places to live in the area and the cost of living is very reasonable, with great schools and great culture. Cheryl joined Ministry Health care in 2004 to initiate the human resources shared services organization. She is responsible for HR Client Services, Benefits, Compensation, Recruiting, Leave Management, Employee Health, Payroll, HR systems, and the HR Service Center. Before joining Ministry Health Care, Cheryl held senior human resource positions at United Government Services (2003-2004), Fleet Mortgage/Washington Mutual (1998-2002), and Firstar Bank (1989-1998). In addition she held various management positions at Gimbels/Marshall Fields (1979-1989). Cheryl has her SPHR certification and is the past-president of the Milwaukee SHRM chapter. She is a Wisconsin native and has her B.B.A. from the University of Wisconsin – Madison. cheryl.zima@ministryhealth.org

Limited Technology with High Customer Satisfaction

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