recruiting project plan visa applicatio recruiting workforce transformation in Europe TRUSTED PARTNER Client Situation

Transcription

1 case study Contact Center Consolidation and workforce transformation in Europe Within six months, 700 agents, in groups of 40 to 80 every two weeks, were recruited and onboarded. visa applicatio The client, a global IT solutions provider, wanted to leverage economies of scale by consolidating 12 of its European contact centers into two locations. As a trusted partner to this client, ManpowerGroup was asked to participate in the process by analyzing potential sites and then and managing more than 700 multilingual call center agents. ManpowerGroup created a custom multi-tier solution to meet the client s needs. To begin, the ManpowerGroup team performed two months of site due diligence, which included a talent scan, and utilized the findings to develop a client-specific to address the client s relocation and site closure needs. While executing on the, the team also devised a recruitment strategy for pan-european countries with the relevant language skills. The final component of the solution included complete HR process management during implementation from recruitment and onsite management to visa application and housing assistance. onsite management Within six months, 700 agents, in groups of 40 to 80 every two weeks, were recruited and onboarded. The entire operation went live on time and immediately met agreed call center service levels. All agents were employed by ManpowerGroup, which allowed for streamlined and integrated sales, marketing and customer service guides and contributed to increased efficiency at the client s new site. Other benefits to the client included: reduced field service operation costs, increased customer satisfaction and sales conversion rates, and improved sales performance across all channels (direct, indirect, and partner).

2 visa application increased customer satisfaction A global electrical components and equipment manufacturing client was experiencing rapid growth, resulting in an increased demand for workers in its Shanghai plant. Strong competition in the market and staff attrition amplified the labor shortage already experienced by the client. In addition, the client s operating costs surged greatly due to the difficulty in attracting workers to the higher cost area. Relocating Production from a Coastal City in China custom multi-tear solution The ManpowerGroup team leveraged extensive local market data and insights, which supported the hypothesis that the onsite enabled management the blue collar shortage could not be resolved purely through client to achieve 30 percent recruitment alone, and engaged subject matter experts to run a blue collar resource mapping exercise across 15 cities in China. The results of the talent mapping research provided the client with in-depth knowledge on blue collar labor distributions, related workforce attributes, average labor costs in different cities, and potential training required. ManpowerGroup used this information to help the client evaluate its production network and the move of its plant from Shanghai to an inland province where labor supply was more abundant. ManpowerGroup was able to assist the client in identifying 80 percent local residents (within a city or province) to significantly improve the stability of its labor supply and retention efforts. The solution also enabled the client to achieve 30 percent cost savings in the first year. And, to ensure a steady supply of trained candidate resources, the team assisted the client in setting up a vocational training program with the support of the local government. case study Facilities The solution cost savings.

3 visa application increased customer satisfaction ManpowerGroup s client in the apparel and accessories industry wanted a way to leverage its 1,100 outlets to offer bulk clothing at competitive prices with short time-to-market. The client, which had already achieved impressive growth through Internet sales in Scandinavia, also had plans to expand its Internet sales and mail order operations across Europe. custom multi-tear solution ManpowerGroup leveraged its international network and local labor market expertise to set up pilot operations in the Netherlands to serve as the blueprint for similar operations in other markets. onsite ManpowerGroup management As part of the pilot, ManpowerGroup advised the client with location feasibility studies, recruitment practices, HR policy design, and overall day-to-day operations. Based on the outcomes of the pilot, ManpowerGroup worked with the client to ramp up additional sites in four additional markets. To ensure that future sites were successful, ManpowerGroup and the client established two ongoing steering committees one external and one internal. The external committee met quarterly to discuss issues related to operational strategy and performance measures. The internal committee ensured that solutions and deliverables remained in alignment with strategy. Partnering with ManpowerGroup, the client experienced faster time-to-market, mitigated common risks when entering new markets, and remained focused on its core business. ManpowerGroup continues to successfully staff the client s sites with a variable of FTEs per week. case study Managed for Global Apparel & Accessories company entering new markets in EMEA continues to successfully staff the client s sites with a variable of FTEs per week.

4 case study Near Shoring relocates operations from High-Cost to Low-Cost Country One of ManpowerGroup s global ICT clients in Europe required a solution that would provide next level cost savings and efficiency gains for its critical spare parts business. The solution it sought from ManpowerGroup was one that would allow the client to close its operations in its current high-cost country and start a new one in a lower-cost geography in less than nine months. The five conditions of engagement included: Operations must be near shored to a European country Insourced activities had to be inserted into an already existing client location The near shored operations had to be operational by the start of the next financial year Quality of performance during and after the transition had to be guaranteed The pay-back period of transition costs had to be realized within one year To resolve its critical business needs, the client partnered with ManpowerGroup on everything from location research and feasibility assessments (including unemployment rates, labor market stability, workforce quality, wage inflation and language skills) to all relocation activities ramp up, shut down, and first year operations. all implementation costs were reimbursed in less than one year with no impact to SLAs. Leveraging previous experiences, ManpowerGroup delivered an aggressive relocation process management solution that included four business critical elements:

5 Development of an outplacement plan with job search training, coaching, full usage of ManpowerGroup s organization, and a plan to compensate possible income losses Execution of a legal entity in the new country Acquisition of physical location and all required assets Recruitment and onboarding of new employees via an international recruitment program, which also included international training and an exchange program By delivering employees who worked in-house at the client s facility on an output-based pricing plan with fixed pricing per deliverable, the solution was delivered on time without impact to service levels. All quantitative and qualitative targets were met. The outplacement of employees did not cause a negative impact to the client, and all implementation costs were reimbursed in less than one year with no impact to SLAs.

6 case study Consolidating Administrative and Secretarial Support Roles into shared services center leads to Cost Savings Sixty days post implementation, 93 percent of managers surveyed were satisfied with the support received from the new shared services program and RECOGNIZED cost savings of 30%. visa applicatio ManpowerGroup s client, a global IT solutions provider, wanted to reduce the cost of administrative support provided to mid-level managers and directors in the U.S. and across the Asia Pacific region. The winning solution enabled ManpowerGroup to deliver cost savings by insourcing the administrative and secretarial functions into a single shared services center at the client s facility in Malaysia. From this facility, ManpowerGroup also provided: Management of two shifts of customer service professionals providing 24-hour support across multiple time zones to the client s management team for tasks such as calendar management, travel schedules, expense reporting, etc. Onboarding of all personnel in accordance with the client s specific curriculum training and development included classroom sessions where required Career transition support to the incumbent employees who were made redundant due to the relocation of their roles Ongoing performance management programs onsite management Other relevant administrative and secretarial services In less than three months, ManpowerGroup fully implemented the solution by smoothly transitioning services from the U.S., Australia, Hong Kong and Singapore into the new shared services center in Malaysia. Sixty days post implementation, 93 percent of managers surveyed were satisfied with the support received from the new shared services program. And, taking set up costs into consideration, the client recognized cost savings of 30 percent.

7 visa application increased customer satisfaction Client custom Situation multi-tear solution Service is essential in an industry where consumers consistently demand high quality products at low prices. To retain its competitive edge while keeping costs manageable, one of ManpowerGroup s global consumer electronics client s service and repair center management turned to ManpowerGroup for a long-term solution that would address its: Relatively expensive staff (when compared to benchmark companies) 30:70 ratio of indirect to direct personnel and optimal onsite management Declining repair volume (11 percent in three years) Rigid infrastructure After performing due diligence, the team crafted a solution that transferred the entire service and repair center to ManpowerGroup. In turn, ManpowerGroup turned it into an independent state-of-the-art service company; cutting costs for the client by respecting the agreed service key performance indicators and providing services on a flat fee per product basis. The success of the solution depended on the following: Efficient and flexible implementation of business operating processes Updated IT systems to function as the backbone of the operation Retention of incumbent staff through career development, salary structure alignment, and employability training case study Global Consumer Electronics Provider Partners with ManpowerGroup to Manage Costs and Maintain Competitive Edge alignment on a joint vision use in existing labor helped ManpowerGroup provide a 25 percent drop in fees, resulting in savings of 1.3 million euro.

8 Being targeted in solution development helped this workforce transformation result in a new operationally sound, market-oriented service company for the client. In addition, alignment on a joint vision and optimal use in existing labor helped ManpowerGroup provide a 25 percent drop in fees, resulting in savings of 1.3 million euro.