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Purpose To track and learn from each others journeys To see the whole from afar and be wise To buck the trend and move ahead To be able to provide meaningful advice
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Researching India Experiences
- A study of HRSS in India
by Harish Devarajan
3rd NHRDN Summit HR Shared Services & Technology
29-30 Jan. 2015, Mumbai
Special Thanks • Mr. Kamal Singh, NHRD Network
• Mr. Pankaj Bansal, People Strong
• Ms. Jyoti Pant, WE School
• Ms. Kamakshi Pant, People Strong
• Mr. Nalin Srivastava, NHRD Network
• Mr. Priyavansh Singh, NHRD Network
Purpose• To track and learn from each others journeys
• To see the whole from afar and be wise
• To buck the trend and move ahead • To be able to provide meaningful advice
Broad Approach
• Business Case : Why ?
• Coverage : What ?
• Experience : How ?
Status• Across 3 cities
• All Models : In-house v Hybrid v Outsourced
• 8 Organisations covered so far (ABFSG, GE, HUL, ICICI Pru, M&M, Sapient, Schneider Electric, WIPRO)
• “ Dil mange more ! ”
Peep through the keyhole
• Control Cost of HR activities / function
Improve Quality of HR Data
Reliable service from HR
Create time for HR to give value added support
Instantaneous HR service
One HR experience across the company
Simplified HR processes
Prepare HR for future business scale and size
Business Case
Model appropriateness
• Business Case ? Alignment with need
• Business Size and complexity
• “Let – go” Mindset + Confidence
• High Touch vs High Tech
Evolution
• Big Bang approach (HUL)
• Global Pilot (Sapient)
• Proof of concept (WIPRO)
• Step by Step (Mahindras)
Enablers for success
In-sourced Model
• Clear leadership mandate and support• Appropriate Technology• Role Clarity among HR players• Disciplined adherence to process flow• Transparent Measurement & Review • Continuous improvement culture
Enablers for success
Hybrid Model
• Capable / small in-house core team• High Quality vendor base
Enablers for success
Outsourced Model
• Buy in & commitment – Leadership / line mgrs• High Quality transition management• Excellent Relationship (Service Providers + HR)• Clear Governance and escalation mechanism
Letters on line
Data Quality
UniformityHelp Desk
Reduced recruitment
lead time
HRBP’s focus on business priority
ves
COSTS
User Interface
Key ChallengesNon
adherence to
processes
Investment
Attrition in SP teams
Attracting Talent
Need for onsite
coordinators “NIH” Syndrome
Divergent Thinking
Letting - Go
Success Highlights
• Six sigma / Lean processes for continuous improvement
• Significant reduction (33%) in recruitment lead time
• Paper less decision support system (Initial digitisation of paper documents)
• Top Quality Exit Process• Net Satisfaction Score increased from 34 % to 85
%
Net Satisfaction Score• Satisfaction Survey scale
• Poor Average Excellent• 1 2 3 4 5
• Eg. 6 8 15 21
• Normally 36/50 -> 72% satisfaction
• (21 +15) – (0+6) = 30/50 -> 60 %
Success Highlights
• Reduced utilisation of Call centre by enhanced versions of FAQ & improved online templates
• HR Shared Service immersion program for new HR recruits
• Total RPO eliminating the need for almost any recruitment agency
• Piloting of Rural BPO to address attrition and cost arbitrage issues
Experience
Efficiency
Effectiveness
Expectations
Engagement
Emerging Future • Increased use of Mobile based services
• Instantaneous feedback on each service transaction @ point of service
• Customised User Interface with standardised backend technology
• Variable pricing based on transactions
• Semi – Urban / Rural Service centres
• Kiosks on shopfloor to serve blue collar workers
Emerging Future • HR Analytics for decisions & policy making
• End to end RPO becoming more popular
• In-sourced -> Hybrid model transitions
• Intuitive User Interface experience
• Greater degree of self service / auto approvals
• Dashboards for HRBPs at periodic intervals
My Take aways• Flexibility matters• Relationship is key• Domain knowledge is valued• Friendly Technology is preferred• Cost consideration continues• Discipline decides extent of Success• Challenge is in capability of HRBPs !• Change is Constant – Be Prepared
Crystal Ball Gazing• COEs to become part of Shared Services
• Retained HR will soon be HRBPs and HREPs
• HR Transactions / Operations to be part of HR curriculum in Business Schools
Case studies
• Company details• HRSS Model• Portfolio of HRSS coverage• Business Case• Enablers• Challenges• Positive Experiences• Best Practice / Novel Practice
Mail your interest to
devarajan.harish @ gmail.com
THANK YOU
Thank