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Air France HR Shared Services Centers
Some future challenges
Catheri
ne
Leclère
– Air
France
HR
tech
23/10/2
014
1
Catherine LECLERE, 23/10/2014
Agenda
Air France HR Shared Services Center (SSC)
HR SSC Targets and key subjects
Customer Culture
Human Capital management
Catherine
Leclère –
Air
France
HR tech
23/10/201
4
2
Air France HR Shared Services Center (SSC)
Created in 2008
250 staff members
2 locations near Paris
(Roissy Charles de Gaulle and Orly).
Scope :
Payroll, Administration, Time management : 47 000 employees files (94%)
Duty travel, Employee housing, HR Information System
Next extension 2015 : 1200 employees files from
French provincial towns and overseas departments
Catherine Leclère – Air France HR tech 23/10/2014
3
HR SSC targets and key subjects
Cost optimization Customer
satisfaction
High reliability
Production
management
Information System
(IS) development
Human capital management
Job content evolution
Training / Expertise mgt
Development of
Customer Culture Processes
optimization
Quality
management
Catherine Leclère – Air France HR tech 23/10/2014 4
Development of Customer Culture
Do we understand
and solve their
problems properly ?
How do we care
about them ?
How can they easily
contact us ?
Do we deliver proper
information and services
to our customers ?
Catherine Leclère – Air France HR tech 23/10/2014 5
Customer Culture Clear and accessible Information
Via Air France intranet
Flyers dedicated to
Air France employees
2015 A global employee portal
including all information and direct contact to HR SSC
Catherine Leclère – Air France HR tech 23/10/2014 6
Customer Culture HR e-services
CERTIFICATES
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WORK & LEAVE PLANNING
DUTY TRAVEL
PERSONNAL DATAS
Catherine Leclère – Air France
HR tech 23/10/2014
7
Customer Culture Contact the Shared Services Center ?
Portal for HR Network Dedicated mail adresses
SSC Welcome area SSC Incoming calls
handling HR
SSC
Management of HR SSC performances :
Monitoring of response rate,
Demand treatment delay,
Customer satisfaction enquiries.
Catherine Leclère – Air France HR tech 23/10/2014 8
Customer Culture SSC Customer Culture Project
2011
First satisfaction survey : HR network
2012-2013
Customer relationship training for Hot line team,
extended to all SSC staff members
2013
2 new Customer satisfaction surveys :
Employees and HR network
2014
Launch of « Air France Caring Attitudes »
for Shared Services Center
Catherine Leclère – Air France HR tech 23/10/2014 9
Customer Culture Air France Caring attitudes
Catherine Leclère – Air France
HR tech 23/10/2014
10
Customer Culture
Air France « Signatures of Service » :
a collaborative design
Creating the Service Design
Seminar : « Signatures de service »
writing
Management involvement
Training
Catherine Leclère – Air France HR tech 23/10/2014 11
Customer Culture
Air France HR SSC « Signatures of Service »
General Signatures : pleasant welcome, confortable and relaxing waiting area,
personalization, empathy and proactivity for all our customers : AF employees
« Face to Face » Signatures : look after the
customer reception, pay attention, availibility,
courteousness.
« Phone contact » Signatures : personalization,
empathy, courteousness.
« E mail » Signatures : personalization,
« Fluid » email relationship.
Catherine Leclère – Air France HR tech 23/10/2014 12
HR SSC Human Capital Job contents evolutions
HR SSC
implementation
Job contents evolutions
Large number of employees files to deal with
Less manual interventions
Selected payroll controls
More analysis tasks
Complex individual situations to address
Service delivery culture
New skills and abilities :
New profiles
Different training systems
Management change
Career development
Catherine Leclère – Air France HR tech 23/10/2014 13
HR SSC Human Capital : New Professional Profiles
New abilities :
Customer orientation
Analysis
Proactivity
Curiosity
HR understanding
Catherine Leclère – Air France HR tech 23/10/2014 14
HR SSC Human Capital New training system
HOW
WHY
HOW
WHY
Evolution of learning contents
HR policies
Company organisation
Information System (IS)
architecture and principles
Level of Empowerment
Frequent Training sessions
Case studies
Problem solving
Catherine Leclère – Air France HR tech 23/10/2014 15
HR SSC Human Capital Management evolution
Coaching
Empowerment
Career development
Catherine Leclère – Air France HR tech 23/10/2014 16
Thank you for your attention !
Catherine Leclère – Air France HR tech 23/10/2014 17
