Presentations

A Collection of Past Presentations from the 25th HR Shared Services & Outsourcing Summit

A Collection of Past Presentations from the 25th HR Shared Services & Outsourcing Summit

In preparation for the 26th Annual HR Shared Services & Outsourcing Summit, we wanted to exclusively share these past presentations with you. Below you will find expert content on:

  • Using HRSS Data to Forge a New Approach to Decision Making
  • Design Thinking for HR Shared Services: Lessons Learned Two Years Later
  • HRSS Structure and Preparing for RPA Deployment: Lessions from Black Hills Corporation
  • Building a Relationship: Figuring Out a Common Language Between IT and HRSS Teams
  • Digging Through the Data: It's Interesting, But So What? Finding and Actioning Impactful Metrics In Your Data Report
  • Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center
Using HRSS Data to Forge a New Approach to Decision Making

Using HRSS Data to Forge a New Approach to Decision Making

You’ve had the data for years, but it’s time to start really using it. The possibilities for predictive analytics are endless: dig deeper into case management, tailor employee engagement to demographic, pre-empt problems with data and brief your call center team on how to resolve cases more efficiently than ever before.

This past presentation from Ashley Hill, Director of Talent Services at Express Scripts, delves into:

  • How to leverage your position as an HRSS leader to work with the HR analytics team to streamline processes that will lead to valuable data-driven decisions
  • How to implement an event readiness team by leveraging your data, the benefits of doing so, and the wider impact it has on the business
  • The different uses of case management data, how these are best utilized back-end and in real-time dashboards, recognizing the difference between standard case volume and bad case volume and how to sift through the volume to identify where improvements lie
  • Engaging with different groups of callers and tailoring your approach to common employee problems


Design Thinking for HR Shared Services: Lessons Learned Two Years Later

Design Thinking for HR Shared Services: Lessons Learned Two Years Later

In this past presentation, Chaitanya Jayanti, MyHR Manager at Northwestern Memorial Healthcare, presents her journey tackling challenges to increase overall HR efficiency by eliminating manual processes, enhancing their HR team’s reputation, and transforming the employee service experience to make it easier for employees to “Get Answers”, “Take Action”, and “Track their HR Cases” all from a personalized one-stop shop employee service portal.

Northwestern Medicine is a nationally ranked academic medical center, with award winning hospitals providing services at more than 100 locations throughout Chicagoland area. With over 25,000 employees, their HR team has re-energized their commitment to provide amazing experiences and empower their workforce with tools, resources, and insights in the moments that matter.

View this presentation for further insights on:

  • How design thinking has helped them modernize the overall approach to HR Service Delivery.
  • How their HR Team has become more data driven by using state of art reporting capabilities to track cases and take action before cases breach SLAs
  • Using interactive dashboards to monitor team performance and make continuous service improvements.


HRSS Structure and Preparing for RPA Deployment: Lessons from Black Hills Corporation

HRSS Structure and Preparing for RPA Deployment: Lessons from Black Hills Corporation

This case study delves into the finer detail of RPA integration, looking at their initial HRSS structure, forward thinking, and overall management of RPA. More specifically,

  • Our structure: how Black Hills chose to set up their HR Shared Services organization to position themselves for digital integration. How did they structure the roles within their shared services team? How did they position themselves for scalability?
  • Black Hills’ RPA initiative: plans for RPA deployment in Y1, Y2, and Y3, identifying use cases for HR and payroll RPA, finding a vendor that suited our needs.

Presentation by:

Kris Pontious, Manager – HR Shared Services, Black Hills Corporation

Building a Relationship: Figuring Out a Common Language Between IT and HRSS Teams

Building a Relationship: Figuring Out a Common Language Between IT and HRSS Teams

Though the two disciples don’t traditionally overlap, in a Shared Services environment there are many parallels, specifically around ownership of certain functions. What is HR accountable for, and what falls under ITs jurisdiction? This struggle is a daily challenge for many organizations – and Microsoft is no exception. This Microsoft case study reviews the main points of contention between the two SS bodies.

  • Loggerheads over Project Management Methodologies: HR traditionally uses waterfall PM, whereas IT uses Agile. With a general rise in Agile across the SS industry, how can we learn from one another to better the organization?
  • The Battle of “Who’s More Right”: Be it success factors, or change management, determining which team should manage ongoing work is a constant battle. How can we overcome this to create a more harmonious work structure and environment?
  • An Unexpected Translation Service: Determining the differences between HR and IT lingo, and how these can be consolidated.

Presentation by:

Sue Gray CFE, Principal Program Manager, MICROSOFT
Larrissa Johnson, HR Senior Manager of Solution Management, MICROSOFT

Digging Through the Data: It’s Interesting, But So What? Finding and Actioning Impactful Metrics in Your Data Report

Digging Through the Data: It’s Interesting, But So What? Finding and Actioning Impactful Metrics in Your Data Report

Data, metrics and analytics: everyone’s talking about them. You want to implement these data measuring systems into your HRSS platform, or maybe you already have, but how do you filter down the data to provide you with useful, actionable measures that will acutely support your business needs? In this presentation by Brian Maloney, Global HR Shared Services Excellence Lead at United Technologies, Brian will discuss his personal experience in data-driven decision making, as well as:

  • Thinking through why we’re using data analytics in the first place: what are the business functions we’re looking to improve, what data and metrics do we need to
    support this?
  • Common mistakes with data reports: are we seeing an ROI? If not, why not?
  • Providing clarity to those on the starting line: boiling down the true purpose of operating metrics and arming people with the ability to make informed decisions.
Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center

Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center

Call center jobs are often viewed as stepping stones into a career in HR. As such, they often have a maximum shelf life of 2-4 years. The question is: how do you keep employees engaged and challenged in this role, having already invested in their training and development? This presentation by Jami Stewart, Senior Director of Operations at Cisco, looks at how companies have tackled the turnover head on. As well as:

  • The annual talent audit. Learn about how Cisco conducted an audit of talent in the HRSS call centers. How was this done, and what impact did this have on employee turnover rate?
  • Structuring your business to scale. What does this look like in practice?
  • Viewing your HRSS employees as a part of the HR team. How this simple shift in thinking can change company culture for the better, leading to a decrease in turnover and overall positive employee experience.


The Path to Success in Transformational Times with The Coca-Cola Company

The Path to Success in Transformational Times with The Coca-Cola Company

Karla Younger, VP, HR Services, Beth Corde, Sr. Manager, HR Services Support, and Adam Bassett, Sr. Manager, HR Customer Service at The Coca-Cola Company share how Coca-Cola has successfully grown its HRSSO model to more effectively meet the rapidly changing needs of the business without sacrificing service, quality, or cost-effectiveness.