HR Operations at a major multi-national organisation

 Task

We were engaged by the client to deliver a Continuous Improvement program as part of their global transformation program. The client’s main objectives were to: Improve internal customer experience for the HR Services delivered, improve organisational alignment to end-to-end processes, leverage new technology platforms for automation, reduce cost to serve and improve overall effectiveness. The HR operation was delivered out of two main service centers which served multiple countries.

The principal challenges identified by us were multiple handoffs of tickets and requests, double keying of data between systems, high volume of duplication of effort, high process inconsistency, poor reporting capability, huge number of workarounds, lack of standardised practices between countries.

 Actions

As part of our solution, the team conducted the following initiatives:

• Global Voice of Customer (VoC) sessions covering HR Directors, Business Leaders, HR Business Partners to understand their needs, aspirations, and pain points
• Created a global process mapping standard and exiting processes were documented at 3 levels
• The VoC data was used to identify problems and opportunities with the existing processes
• Industry best practices were used to then define a library of future state processes
• A gap analysis was completed for the existing processes to transition to the future state and a robust list of improvement projects were identified
• We then carefully selected internal colleagues who would be trained in the Lean Six Sigma skills and will be assigned to the identified improvement projects
• Trained Lean Six Sigma Green Belts were provided with regular coaching and mentoring to ensure their projects were progressing well
  

 Results

• A benefits realisation plan was put together covering all the projects
• Once the 18 Green Belts were certified on their projects, an in house capability was put in place to train, coach and mentor other colleagues who would then pick up the next set of projects
• Very positive feedback from client

.