How to Measure What Matters to Customers – and React Real Time

Posted: 07/09/2015

The real value that is emerging from Shared Services today is the ability to analyze and interpret data in real-time to effect immediate resolutions. Mary Rumley, who heads Volvo's HR Services, tells us how she has introduced daily 5 minute team reviews to assess yesterday's results.

"By the time you usually get the reports back at the end of the month it's too late to do anything about them and staff are no longer engaged in that particular issue – they have moved on", she tells Barbara Hodge.

To counter that, whiteboards track real-time metrics and issues are resolved immediately by the HR team.

"There is very rarely a surprise at the end of the month, as a result", Mary explains.

She also shares how "bad news" is accompanied by root cause analysis that includes an immediate plan to rectify the problem.

Watch the interview with Mary here.

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