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"Intuit Transforms HR," introduced by Dave Duffield and presented by Jennifer Hall, VP of HR with Intuit, provider of Quicken, TurboTax, QuickBooks, and online banking services. In this session, Jennifer Hall will share details of Intuit's HR transformation.
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Intuit Transforms HR
Introduction: Dave Duffield, co-CEO and Chief Customer Advocate, Workday
Speaker: Jennifer Hall, VP of HR, Intuit
Unified Business Management BENEFITS
PAYROLL
SPEND INITIATIVES
FINANCIALS
HUMAN RESOURCES
14 Updates
Workday Mobile
Solutions
Enhanced User
Experience
• 96% Customer Satisfaction Rating • 99.87% System Availability in 2011
"We believe that Workday offers a level of innovation and flexibility that will successfully support our individual and collective needs well into the future." -Karen Magee, SVP and Chief Human Resources Officer, Time Warner Inc.
915 Workday employees
Rated “Best Place To Work” 4th Consecutive Year in A Row
230+ Customers (1.9+M Workers ) Manufacturing Retail
Financial Services Higher Education Healthcare Related Other
Technology Services
230+ Customers (1.9+M Workers ) Manufacturing Retail
Financial Services Higher Education Healthcare Related Other
Technology Services
A Leading Provider of Business and Financial Management Solutions
• Founded in 1983
• FY 2011 revenue: $3.9 billion
• Nasdaq: INTU
• Employees: 8,000+ (globally)
Most Admired: Software Industry
2004 2005 2006 2007 2008 2009 2011
8 Years in a row
2010
Fortune Top 100 Places to Work
6 Years in a row
Jennifer Hall • VP of Human Resources at Intuit
• Prior 18 years experience at Intuit: • Chief Information Officer (CIO)
• General manager of online services
• Business development
• Engineering
• Mission: To Continually Develop People and Organizations
• Workday Customer #96
What I will cover…
• Intuit’s Journey
• The HR Challenge
• Our HR Transformation
• Our Learnings, “Watch outs” and Benefits
Intuit’s Journey Our Mission: To be a premier innovative growth company
that improves our customers’ financial lives so profoundly… they can’t imagine going back to the old way
Our recent evolution: From desktop software to connected services, social & mobile From U. S. domestic to global offerings and talent
What remains strong:
Our values Customer focus Innovation
Innovative Solutions for Consumers & Business
Help small businesses be 20% more profitable… Customers’ revenues ~20% of U.S. GDP, pay 1 in 12 American workers
Help people get the maximum tax refund … $40B in tax refunds, 1 out of every 3 tax returns e-filed
Put up to $1,000 back in families’ pockets… $550M in consumer savings identified to date
Help accountants be 20% more productive today… Serve half of all accounting firms
Improving
Lives 50M
Improve FI profit per customer by 20%… IB customers equal to the 5th largest U.S. bank
~
Would our current mindset, processes, systems and delivery channels be effective? Efficient? Scalable?
From… ~8,000 employees
...in 6 countries ...in 28 locations
...7% virtual
To… 15,000+ employees
...in 15 countries
...in 50 locations ...15+% virtual
The HR Challenge: Accelerate Growth
HR Transformation: To Accelerate Intuit’s Growth
High HR effectiveness with high touch
High touch delivery model for all managers & employees
Fragmentation and duplication of efforts
Many offerings/programs with a mindset of customization
Variation in capability in org design, talent management, and L&D
US centric mindset
From…
Effective outcomes with efficient investment
Increased self sufficiency for managers & employees
Put the work in the right place… what is best delivered in shared services
Common where possible, custom where necessary… modular design
Experts being leveraged across the company
Worldwide and virtual mindset
…To
HR Transformation: To Accelerate Intuit’s Growth
Significant Work Required to: Define future state processes and roles
Redesign the organization around the work
Change mindset, skill set and toolset
Make HR systems effective and efficient
With TONS of Communication
& Change Leadership
The HR Systems View: May 2009
19
Total Cost of Ownership (TCO) for HR applications higher than peers
Significant resource just to run the operations
Technology falling behind industry
Very different user experiences using the different applications
IT partners required specific resources & skills for technologies
Intuit offering SaaS solutions, but HR not realizing the benefit of SaaS
The Challenges FY 09 10 On Premise HR apps & 2
SaaS apps
Inconsistent service delivery for each process
Complex development & support requirements with costly and time consuming upgrades
No Master Data Management solution and inefficient reporting
Limited Worldwide capabilities
Inconsistent partner relationships
The View Then…. May 2009
20
10 On Premise applications and 2 SaaS applications
Spend by application and type
On Premise SaaS
HR
Man
agem
t Sys
tem
Sale
s C
omp
Tim
e &
Atte
ndan
ce
Cas
e M
anag
emt
Mer
it &
Bon
us to
ol
LMS
/ LC
MS
Empl
oyee
Cha
nge
Req
uest
Wor
kpla
ce M
anag
emt
Rep
ortin
g &
Ana
lytic
s
ESPP
Tale
nt M
anag
emt
App
lican
t Tra
ckin
g
0-2 On Premise HR Apps Process owners with consistent
service delivery across applications Development focused on vendor
interfaces & standard testing Master Data Management with real
time data insights & reports All systems & processes worldwide
Strong SaaS vendor/partner
relationship
10 On Premise & 2 SaaS HR apps
Inconsistent service delivery for each process
Complex development & support requirements
No Master Data Management solution and inefficient reporting
Limited worldwide capabilities
Inconsistent partner relationships
FY12
HR Systems Transformation: Vision
FY10: Self funded HR Core conversion providing most of the FY12 functionality
FY11: Further reductions of In House Apps and more self sufficiency
FY12: Fully deployed efficient, effective, scalable worldwide HR system
FY 09
FROM
Get it right from the start
Build and customize it
Do it yourself
High touch
Launch, learn, and adjust
“Out of the box” functionality …configure it and integrate it
Leverage vendors to do it for us
Self Service
TO
Changing the Mindset
FROM
Annual releases only when features were requested
Testing with major releases
Production support within the Intuit team
IT with primarily software development skills
HR Technology skills customizing applications
HR skills are experts in delivering HR services
Frequent new releases – need to plan for new features
Need testing to be repeatable
Production support is in partnership with SaaS providers
IT focuses on proprietary integrations
HR skills for process engineering, web services, data & security
Expertise in partner management & business intelligence
TO
Changing the Skillset (and Work)
FROM
• Build custom solutions
• IT & HR teams managing application & infrastructure
• Systems implementation planning
• Add features as requested by the business
• Do quick fixes and work arounds
• Leverage best practices and technology that serves millions
• Vendors managing application and infrastructure
• Vendor/partners selection and relationship management
• Get features with each upgrade
• Managing security and uptime
TO
Changing the Toolset….
The View Now…. August 2012
25
1 On Premise application and 6 SaaS applications
Tim
e &
Atte
ndan
ce
Wor
kday
(HR
MS)
Sale
s C
omp
Tale
nt M
anag
emt
LMS
/ LC
MS
Car
eer E
xplo
ratio
n
App
lican
t Tra
ckin
g
Spend by application and type
On Premise SaaS
HR Application Landscape Transformation & Costs
We revised our investment strategy…
Resulting in 35% reduction in overall application costs
…and we are reinvesting to accelerate business growth
FY09 FY12
On PremiseSaaS
Total Application
Spend
Closing Thoughts • The Learning
• Mindset, skill set, tool set…in that order • Tradeoffs of fast implementation – get core functionality • Didn’t emphasize importance of first use experience
• The “Watch outs”
• Too many SaaS providers – complexity of integration; you have to own • Self sufficiency requires investing in manager capability • Can’t over-communicate the “why” of the change
• The Benefits
• TCO reduced which has allowed us to invest in other areas • Complexity reduced • Positioned to scale globally – for growing “workforce”
We are not done yet…. It’s a journey
But it doesn’t look like this!
We are focusing on the user experience…
Questions?
Enterprise HR, Payroll, and Financials in the Cloud
Visit us @ Booth #609