Next Generation HR Model

Transcription

1 Next Generation Model A discussion document for the University of California December 2011 Scott Bolman Chicago - North Wacker Drive

2 This presentation ti describes a service delivery model for It is intended d to foster discussion i at UC It should not be interpreted as the agreed-upon direction for UC 1

3 The 3-legged stool model of Service Delivery business (Broker services) leadership shared service centers (Strategy and governance) centers of (Deliver services) (Design programs) 2

4 The key elements of the 3-legged stool remain fundamental to organizations, but there are other factors to consider for the future of the function including 3

5 the proportional size of each service delivery component Fewer, more strategic business business centers of and leadership will become slightly smaller leadership leadership Larger, more functional shared services shared service centers centers of 4

6 the role that leadership plays in governance leadership plays a key role in directing the nature of the services delivered by the three other components, providing governance and controls business leadership shared service centers centers of 5

7 the part played by technology and related technologies are a key enabler for effective service delivery, and should be the direct responsibility of the shared service center business leadership shared service centers centers of 6

8 the importance of shared services in making the model work Shared Services will become multi-functional Outsourcing of select activities will continue to be a part of the shared services model business centers of will use outsourcing to handle special projects and annual peaks leadership shared service centers of Outsourced Outsourced 7

9 customer interactions provides strategic services to the business and operational services to employees The business The primary customer of the business partner is the business business. but they also design programs for the business. and should be viewed as more strategic leadership shared service centers deliver services to employees centers of centers of p design programs to be delivered by Outsourced shared services Employees 8

10 employee interactions with operations The business Employees can readily access information online via a portal, supported by business leadership centers of case manager Service manager Outsourced If queries are not resolved, they can contact a call center Tier 3 Tier 2 Tier 1 Tier 0 Escalated matters are dealt with by in house resources, (e.g., SSC, case managers or service managers) Employees 9

11 the importance of line managers in delivering people management The business Line managers need to be identified as an explicit part of the service delivery model business leadership centers of People development managers will support their colleagues case manager service manager Tier 3 Tier 2 Tier 1 Tier 0 People Dev managers Line managers Outsourced Line Managers will also be supported by case / service managers Employees 10

12 The complete picture - next generation The business business leadership centers of case manager country manager Tier 3 Tier 2 Tier 1 Tier 0 People Dev managers Line managers Outsourced Employees 11

13 The Outcome The role of will continue to shift and be more: Strategic developing, managing and operationalizing the human capital strategy Focused on metrics and measurement providing the business with information and tools to guide fact-based decisions Enabled to execute the fundamentals via technology using co/outsourcing or internal shared services Effective in supporting line managers providing enhanced operational support and easy-to-use tools Efficient in delivering services at the right cost providing ALL transactional services work from the shared services function should optimize the cost model MERCER 12 December 14,

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