7 Ways Technology is Improving HR Processes

Last week, we talked about the top 5 reasons companies are investing in automating HR Processes.  Now let’s look at some of the additional ways that technology is changing those processes.  It comes down to personalization, speed, efficiency, happiness, expectations, accessibility and of course the big one, transformation.

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Top 5 Reasons for Automating HR Processes

According to Gartner’s 2016 Magic Quadrant for Cloud HCM Suites, the top two reasons companies are investing in a new HCM solution are to globalize/consolidate business processes, and to increase HR process automation.

Let’s take a look at the top 5 reasons why so much focus (and financial investment) is directed to automating HR process.

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Balancing People, Process and Technology for a Great Customer Experience

Sometimes you have a customer experience that feels so good, you want to tell other people about it. So here goes… 

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Do you have a customer service mindset?

It drives me crazy when a front-line employee can solve a problem, but  can’t.

They can because they see the problem, they see the cause, and directly observe the customer’s frustration, as it happens.   They can’t, because they’re not given the authority to fix it, nor incented to step outside of their area responsibilities to take action.

Here’s an example, to show you what I mean:

I was at an airport seated at the departure gate of a flight to Orlando, FL.  The lighted sign above gate showed a different flight number, and a different city (Tampa).  It was still about 40 minutes before the scheduled departure, when passengers began boarding.  

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Who should control HR Service Delivery Tools? HR, or IT?

In my first job in the early 1980’s, I served as a Professional Association’s point of contact to their State and Local Chapter Presidents within the U.S.  This was before email, so all written correspondence was on paper, delivered by the Postal Service.

I wrote dozens of letters each month.  But I didn’t type them myself, because the company had a Word Processing Department (“WP” for short).  I wrote the letter by hand on lined paper, attached a cover sheet with instructions, and sent my request to WP.

Before there was a computer on every desk

The WP employees had two distinct skills. They were very accurate high-speed typists.  But most important,

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What is HR Case Management?

According to Gartner, “by 2020, 65% of organizations with more than 5,000 workers will commit to deploying integrated HR service delivery tools to support HCM transformation initiatives.”

Organizations are deploying these tools, because they enable HR to resolve requests in less time, and with a higher level of quality and consistency.  The time saved is typically reallocated to higher-value initiatives.

So, what exactly are these “HR service delivery tools” and more importantly, how do they benefit the organization?

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Why Employees Shouldn’t Fear Artificial Intelligence

… at least not yet.

Much is being said about how AI (Artificial Intelligence) will replace human jobs. But if the digital past is any indication of the digital future, this threat may be greatly exaggerated.

How did previous threats play out?

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What does customer-focus really mean?

Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security.  Only satisfied customers do.”

Customer-focus in large organizations

Welch was frequently accused of being overly blunt and aggressive in his communication.   But Frank Lutz, author of Words that Work, describes how candor is also what made Welch so effective in generating customer focus within his organization.

Welch said, “I used my words to give your people a more outward focus on the customer so that they would always try to satisfy the customer.”

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Does your HR Service Delivery improve Employee Engagement?

The big shift in thinking around HR Service Delivery has been the change in focus from productivity and efficiency to employee experience, and employee engagement.  That’s not to say that productivity and efficiency don’t matter.  They certainly do.  But they’re not all that matter.  The focus on the employee has risen to a higher level than it’s ever been.

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Is the SLA Compliance Metric fooling us?

The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.”  In fact, this is the calculation used by many service centers, to determine how well they’re meeting their Service Level Agreements.  But the simplicity of the metric prevents it from revealing greater detail about how well SLA’s are being met.

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