it’s our time...data-driven insights to make purpose-driven decisions. empower organizational...
TRANSCRIPT
Jason Averbook @jasonaverbook
IT’S OUR TIMEARE WE READY?
Few Ground Rules For Today2
Interact
Imagine
Inspire
Few Ground Rules For Today
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WE HELP YOU CONSUMERIZE THE WORLD OF HR
Deliver sound guidance for strategic HR
technology and service delivery
initiatives.
Equip HR teams with data-driven insights to make purpose-driven
decisions.
Empower organizational change
and deep engagement.
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SERVICES TO CONSUMERIZE HR
Our Values:- Love
- Energy
- Audacity
- Proof
Services Promise:- Right Talent
- Right Interaction
- Right Channel
- Right Time
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HOW WE DELIVER SERVICES
Consulting
HR Service Delivery
Digital HR Technology & People Analytics
Workforce Experience Design & Deployment
Education Advisory
Over-the-Shoulder Guidance &
Collaboration
Full-Service (Leading & Doing)
Instruction, Tools & Templates
“6
Having a Digital Strategy will Soon look as ridiculous as
having An electricity Strategy
-Kay Boycott, CEO, Asthma UK
“7
If the rate of change on the outside exceeds the rate of change on the
inside, the end is near
-JACK WELCH
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EXAMPLEWANT A COPY OF SLIDES?
SEND SMS TEXT TO: +44222WITH THE TEXT OF: LEHRN18
INTERACT!
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5 years ago ...
One group - “What is this cloud stuff?
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We’re There
“But Is This It?”
DIGITAL PIONEERS
“How Do We Blaze The Path / Innovate?”
Working On It
“How Do We Get There?”
Where We Are Today?
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Equation For Success
45% PEOPLE -
WHO?
● People understand the vision and the journey ahead
● People are engaged effectively● People understand the benefits
of using technology and improving our processes
● Business outcomes are defined and processes are aligned
● Processes are designed around the user and clearly defined
● People understand the Future of Work and how to best leverage technology and adopt new processes
● Our technology is designed to support people and processes
10% TECHNOLOGY -
WHAT?
45% PROCESS -
HOW? WHEN?
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We Often Get Stuck
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Digital Workforce (HR) Strategy
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Great vs. Performing
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99.9 vs .1
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Every Organization Has a Unique
Signature or “DNA”
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Consumerism
cc: Robbert Noordzij - https://www.flickr.com/photos/30760216@N0817
Experience
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HR/Workforce TechnologyThe Intravenous From The Enterprise To The Workforce
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It’s Not Self-Service!
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3-Year Roadmap - Details
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Portal & Knowledge
Onboarding & Transitions
Phase 1 (Coupled with Automation Opp’s): Knowledge Strategy, Process Work, Implementation & Transition
Automation Opp’s
HR Innovation & NOW Tech
Governance
HR Service Delivery Model
Change Management
Charter & Role Assignments Review performance & fine tune team, responsibilities
Readiness & Impact Analysis and Strategy Development Steady state support of ongoing portal and technology program activities
2018 2019 2020
See Previous Automation Opportunities Roadmap Slide
Steady State: 9-Week Releases
Phase 1 (Onboarding & Vol Offboarding):Process Work, Implementation & Transition Steady State: 9-Week Releases
Performance Journey will immediately follow Phase 1
Phase 1: Continued Expansion of COE Support by HRO&SD
Phase 2: Conversion to Scoped NOW HRSC App Steady State: 9-Week Releases
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Impact (Business Value)
Urg
ency
(Tim
ing)
File/Doc Management
Recruiting Optimization
WorkLife Updates Redesign
Knowledge/ContentManagement
Engagement / Social Recognition
Career PathingCase Management
Low High
High
Low
Scripps HR Assistant/Mobility
Mentorship
Workday Prism/BDA
Pulse Survey Tool
Stay/Exit Interviews
ADP Data (History) Standup
ADP Sunset
Workforce Planning
Talent Review & Succession Design
Learning Management Process Design
Manager Onboarding & Development
Absence Management
In-Process Guidance / Workday Tooltips
Advanced Comp
Prioritization
Why Workforce Experience Matters
Internal Service Quality
Employee Satisfaction
Employee Retention
Employee Productivity
External Service value
Customer Satisfaction
Customer Loyalty
Revenue Growth
Profitability
Operating Strategy and Service Delivery System
● Workplace design● Job design● Employee selection and
development● Employee rewards and
recognition● tools for serving customers
● Service concept: results for customers
● Retention● Repeat business● Referral
● Service designed and delivered to meet targeted customers’ needs
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THE BIG 4 PRIORITIES OF TODAY
New Skills/Mindset
Foundation / Data Workforce Experience
Automation vs Digitization
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3
2
4
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Foundation / Data
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Anti-Fragile Foundation
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Data IsSexy
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AND POWERFUL!
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Importance/Value of Foundation
Data
Credibility
DigitizePersonalization
AI/Bots
HR Systems Architecture - Hub-and Spoke29
Talent ManagementGoals, reviews & feedback
Talent reviews & succession
Core HR Engagement Non-monetary recognition &
awards; pulse surveys.
Talent AcquisitionEmployee hiring & onboarding
Contractor management
TimekeepingKiosks, mobile apps, desktop, integration to core.
Learning & DevelopmentLMS, support development from learning plans and career management.
CompensationSalary, rewards, benefits and wellness. Link with performance management.
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Not HR Technology
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Workforce Experience
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Experience33
Transaction Interaction Experience
+ =
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Frictionless Workforce Experience
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Right ProductDeliver knowledge documents, videos, chat interactions, transactions, etc. in a personalized manner that is easy to understand.
Right PeoplePersonalize the product and ensure the delivery is relevant to the person receiving it - i.e., they a) know what to do with it and b) understand what’s in it for them.
Right MomentMake sure products/services are available to the workforce where they need it and when. Informing them of something they might need or consider can also impact engagement.
Right ChannelWe must go to them, not expect them to come to us. Whether it be a mobile device, a smartwatch, a paper form, a chatbot or a real human; the channel is key to determining the success of the experience.
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Empathy Driven Personalization
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10 Building Blocks of Workforce Service Delivery
Skills
Process /People
Technology /Data
Culture
Support / Service Levels
Knowledge
Workflow
Search
Automated Intelligence
Collaboration
Analytics
Transactions
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Service Delivery Model Options
Legacy - Traditional• Narrowly focused on employees
& managers• Mainly transactional• Limited metrics• Mediocre experience (Peanut
Butter)• Mismatch to customer experience• Some tech / some not• Email / Spreadsheets / Link Farm
(Portal)
Today/Future - Digital• Focused on entire workforce• All people services
(Transactional and talent)• Full reporting • Workforce experience optimized
(Personalized)• Similar / better experience• Tech first (Social/Mobile)• Workflow with automated
intelligence (KCAT)
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Design Thinking
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BioEmily works in Milwaukee for both a TV Station and Radio Station, supporting member of the assigned business team(s), collaborating with Functional Leadership and supporting employees to help maximize individual and team performance.
Goals● Drive development of teams to
next level● Improve digital skills of MMJ’s● Support increasing mobility of
newsroom workforce
Frustrations● Lack of insight into talent● Too much time spent chasing
down data and doing admin work ● Time it takes to get questions
answered
Motivations Tools● WorkLife● ADP ● SuccessFactors● Check-Lists (e.g., FMLA, STD,
NEO, Offboarding) ● Metlink● Email● Phone● Poster boards (PTO Workaround)
Change Management
Partnership with Leaders
Employee Engagement
Positivity / Respect (Culture)
Market Competitiveness
Problem Solving
EmilyHR BUSINESS PARTNER
Experience
Direct Reports
10+yr5-10yr1-4yr
10+5-100-4
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Experience is Not an User Interface
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Automation/Digitization
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Digital First
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Automation vs DigitizationDigitization - Reimagination and NEW VALUE
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Conversations
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Conversations Example
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New Skills/ Mindset Needed?
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MINDSET (Growth vs Fixed)
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Are We HRISAnymore?
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Rage With The Machine, Not Against The Machine
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SKILLS
Digital Competence
Digital Literacy
Digital Transformation
Hardware, Networking, Apps
Digital Skills and Utilizations
Efficiency/Opportunity/New
Markets
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Nothing Will Change Unless You Change
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People Are Ready
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Processes CANBe Ready
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Technology Is Ready
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We AREReady?
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